Refund Policy

Custom Designed and Specially Customized Products

Free Redo Policy

If caused by our responsibility or fault, we will redo the customized items for you free of charge under any of the following circumstances:

• (a) There are major defects in the product itself;
• (b) There are major defects in the decoration quality (i.e., printing or embroidery);
• (c) There is a substantial and material difference between the physical final product and the final design plan submitted and confirmed by you.

We only provide product redo support under this policy, and refunds are strictly not supported for customized orders.

Discounted Redo Policy

If a problem occurs with the customized product due to the customer's responsibility or fault, including but not limited to choosing the wrong size, selecting the wrong color, spelling errors in the uploaded text, or normal and reasonable industrial color differences, we do not bear any form of responsibility. However, to support your business, we can provide you with a discounted redo service. The specific discount will be strictly determined by your specific order amount, and the discounts corresponding to different order amounts will vary.

Order Cancellation Policy

Order cancellation can only be requested and achieved before the order enters the production stage. To cancel an order, the request must be submitted within 12 hours after placing the order. Once the factory production process of the order has officially begun, any form of unconditional order cancellation request will no longer be accepted.

Order Modification Policy

We accept modifications to unproduced orders. The regular scope of modification includes changing sizes, changing colors, and changing designs. By notifying us in a timely manner within 12 hours after placing the order, you can enjoy the right to modify for free or cancel the original order and place a new one. Once the order enters the production status, we will no longer accept any content modifications. Please note that modifications to the order may directly affect the originally promised delivery date and the final price. If you need to increase the quantity of items in the order, it is recommended that you directly place a new order.

Return Policy

customsoeasy.com will spare no effort to ensure that all orders are completed and delivered as quickly as possible. Within 12 hours after placing the order, you can unconditionally apply to cancel the order and receive a refund. If the customized goods are still in the factory, and the order has already started production but the logistics company has not yet picked up the goods, and the customer strongly requests a return at this time, since the customized products are permanently decorated with your specific logo, name, or design and cannot be resold at all, you must pay 80% of the total amount of the order payment as production costs and breach of contract liquidation labor compensation, and we have the full right to dispose of the product for scrapping. If the logistics company has picked up the goods of the completed order, the package will be deemed to have been officially dispatched from China. Before you officially receive the package, we will no longer accept any form of return or interception request. After you receive the customized goods, if the conditions of the [Free Redo Policy] are met, we will arrange a redo for you free of charge; if the conditions of the [Discounted Redo Policy] are met, we will provide the corresponding discount to arrange a redo for you. Under any circumstances, customized products no longer support returns or monetary refunds after receiving the goods.

Non-Customized Products

Within 15 natural days after you receive the product, you can enjoy the right to apply for an exchange or return. Returned or exchanged products must remain in their original condition—unwashed, unworn, completely unaltered—and must be in their original packaging with complete tags and packaging accessories to ensure it does not affect the platform's secondary resale.

Special 15-Day Deadline

After you receive non-customized items, it is recommended that you unpack and inspect them immediately. All exchange or return rights must be submitted to us via email at [email protected] within fifteen (15) natural days after receiving the product, accompanied by the order number and clear photos of the physical errors. Any application submitted past the deadline will be automatically rejected by the system.

Shipping and Tax Responsibilities

Customers are strictly and independently responsible for arranging and paying for all international return shipping costs, destination customs duties, and any expenses incurred from customs clearance required to return the package to our designated fulfillment center. The shipping fees included in the original order are incurred costs and are completely non-refundable.

Dispute and Anti-Fraud Policy

Any attempt to abuse our 100% satisfaction commitment, including but not limited to filing fraudulent and malicious chargeback applications, demanding free products without returning valid physical evidence and photos, or refusing to accept a reasonable redo solution provided by our factory, will lead to the immediate and permanent termination of your account, and we reserve the right to escalate such actions to legal disputes.

Flexible Sourcing Solutions

This business belongs to bulk or supply chain trade business and does not belong to regular retail business, so all the above return and refund policies are completely inapplicable. All terms of service, after-sales, returns/exchanges, and dispute resolutions under this business shall strictly be governed by the formal contract or contractual terms separately signed and effective by both parties.