Refund policy

At CustomGiftJoy.com, we want you to feel confident in every purchase. Our refund and return policy is designed to be transparent, fair, and easy to follow—ensuring a smooth resolution if you need to adjust your order. Below is a clear breakdown of our guidelines, tailored to meet U.S. consumer expectations.

1. How to Start a Request

If you encounter issues with your order (e.g., shipping delays, product defects, or incorrect items), please reach out to our support team first:

• Contact Us: Email support@customgiftjoy.com
• Required Information: Include your order number, item code(s), a detailed explanation of the issue, and clear photographs (if applicable—e.g., for damaged or mis-shipped items).

Our team will respond within 24 business hours to guide you through the next steps.

2. Eligibility for Returns & Exchanges

All regular-priced items are covered by a 30-day warranty from the date your order is delivered (delivery date is defined as the date marked "Delivered" in your shipping tracking history). To qualify for a return or exchange:

• The item must be unused, unwashed, and free of stains, odors, or damage
• All original tags, packaging (e.g., gift boxes, plastic sleeves), and accessories (e.g., ribbons, care cards) must be intact
• You must initiate the request within 30 days of delivery

Exceptions for Specific Issues:

• Incorrect, Mis-Shipped, or Ill-Fitting Items: If the product doesn’t match our website description or doesn’t fit (and you ordered the size matching our Size Guide), you may request a return or exchange within 14 days of delivery.
• Defective or Damaged Items: If your item arrives defective or damaged, you’re eligible for a full refund, exchange, or replacement—no extra cost to you. See Section 6 for details.

3. Simple Return & Exchange Process

1. Request Approval: Email support@customgiftjoy.com with your order number, item details, reason for the request, and photos (if needed). We’ll respond within 24 hours with a unique return address.
2. Ship Your Item: Send the item to the approved return address within 7 business days of receiving approval. Include your order number in the package, and email us your return tracking number once shipped.
3. Get Your Resolution: Once we receive your return (allow 5–7 business days for delivery), our quality team will inspect the item. We’ll then process your refund or ship your exchanged item.

Note: Return processing may take up to 30 business days from the date we receive your package. We’ll email you a confirmation once complete.

4. Order Cancellations

We aim to process orders quickly, but you may cancel if you act promptly:

Unpaid Orders

If you haven’t paid for your order, you can cancel it yourself via your CustomGiftJoy account. For assistance, email support@customgiftjoy.com with your order number.

Paid Orders

• Free Modifications/Cancellations: Within 24 hours of payment confirmation (see our Shipping Policy for details)
• Cancellations After 24 Hours: Permitted only if your order hasn’t entered processing (up to 3 business days from order placement) for a full refund
• No Cancellations After Processing: Once your order has been processed (packaged for shipping) or shipped, we cannot cancel it. You may instead follow our return process once you receive the item.

5. Refund Details

How Refunds Work

• Refund Method: Issued to your original payment method (e.g., credit card, PayPal) within 7–10 business days of our receiving and inspecting your return
• Total Time to Account: Most banks take an additional 1–3 business days to process the refund—total time from return receipt to refund in your account is typically 8–13 business days
• Refund Receipt: We’ll email a confirmation to the address used for your purchase

Exceptions

• Discounted Items: Sale or discounted items are final and cannot be refunded (may be eligible for exchange)
• Unauthorized Returns: Items sent back without prior approval will be considered non-refundable

6. Defective, Damaged, or Mis-Shipped Items

If we shipped you a defective, damaged, or incorrect item:

• Proof of Damage: For shipping-related damage, obtain a "Proof of Damage" document from your delivery carrier (e.g., USPS, UPS) and include it with your return
• Our Responsibility: We cover all return shipping costs, and you’ll receive a full refund or free exchange—no extra fees

7. Shipping Costs for Returns

Reason for Return	Who Pays Return Shipping?
Defective, damaged, or mis-shipped items	CustomGiftJoy
Personal reasons (e.g., dislike, wrong size chosen despite size guide)	Buyer (you)

To get a prepaid return label (if we’re covering costs), email our support team after your request is approved.

8. International Return Notes

For orders outside the U.S.:

• Return shipping may take 2–4 weeks to reach our facility
• Use a trackable shipping service (e.g., USPS International) to avoid lost packages—we’re not responsible for return packages lost in transit
• Processing times remain the same (up to 30 business days from receipt)

9. Non-Returnable Items

The following items are non-returnable and non-exchangeable:

• Custom or personalized items (e.g., engraved jewelry, monogrammed gifts) — unless defective or mis-made
• Perishable items or personal care products (e.g., candles with broken safety seals)

10. Late or Missing Refunds

If you don’t see your refund:

1. Check your bank or PayPal balance (transactions can be delayed by 1–2 days)
2. Contact your bank/card issuer (they may take 7–10 business days to process the refund)
3. Email support@customgiftjoy.com with your order number and refund confirmation details if you’ve waited beyond 13 business days

11. No Hidden Fees

We never charge restocking or relisting fees for returns or exchanges. All costs are clearly outlined above.