Refund policy
A fair path when something is not right.
Personalized gifts are made with care. If your order arrives damaged, incorrect, or you need help with a return, this guide explains what to send and what happens next.
Warranty window30 days from delivery
Damage or wrong itemRefund or replacement
Refund timingUsually 8–13 business days
How to start a request
Email support with your order number, item code, a clear explanation, and photos if the item is damaged, defective, or incorrect.
Request approvalContact support first. Unauthorized returns may not be refundable.
Ship after approvalUse the approved return address and send tracking within 7 business days of approval.
Inspection and resolutionAfter we receive the item, our team inspects it and processes the refund, exchange, or replacement.
Eligibility
- Items must be unused, unwashed, and free of stains, odors, or damage.
- Original tags, packaging, gift boxes, sleeves, ribbons, and care cards should be intact.
- Requests must be started within 30 days of the delivered date shown in tracking.
- Incorrect, mis-shipped, or ill-fitting items may be requested within 14 days of delivery.
What can be refunded
| Situation | Resolution | Return shipping |
|---|---|---|
| Defective, damaged, or incorrect item | Refund, exchange, or replacement | CustomGiftJoy covers eligible costs |
| Personal reason or wrong size selected | Return or exchange after approval | Buyer pays return shipping |
| Custom or personalized item | Non-returnable unless defective or mis-made | Reviewed case by case |
| Sale or discounted item | Final sale unless otherwise approved | Reviewed case by case |
Cancellations and refund timing
Paid orders may be modified or canceled within 24 hours of payment confirmation. After that window, cancellation is only possible if the order has not entered processing.
Approved refunds are issued to the original payment method after the return is received and inspected. Most refunds appear within 8–13 business days, depending on bank or card issuer processing time.
Important: custom or personalized items cannot be returned for personal preference unless they arrive defective, damaged, incorrect, or mis-made.
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