Refund and Returns Policy
Last updated: [2025-06-11]
Thank you for choosing our custom gifts at diygiftshops.com. We strive to provide you with products that meet your highest expectations. This Refund and Returns Policy outlines the terms and conditions regarding returns, exchanges, and refunds for custom-made items purchased from our store. By placing an order with us, you agree to abide by the following policy.
1. General Principles
Custom gifts are personalized products tailored to your specific requirements, including but not limited to personalized engravings, custom designs, or unique text. Due to their customized nature, we generally do not accept returns or issue refunds, except in the following specific circumstances:
- Damaged or Defective Items: If you receive a custom gift that is damaged during transit or has a manufacturing defect, we will offer a refund or replacement. You must notify us within 3 days of receiving the item and provide clear photos or videos that demonstrate the damage or defect.
- Incorrect Customization: In the rare event that we make an error in the customization based on the instructions you provided (e.g., misspelled text, incorrect design elements), we will take responsibility. You should inform us within 3 days of receiving the item, and we will either issue a full refund or work with you to correct the customization at no additional cost.
2. Return Process
If you believe your situation meets the criteria for a return or refund as outlined above, please follow these steps:
- Contact Customer Support: Reach out to our customer support team via email at [Your Email Address] or phone at [Your Phone Number]. Provide your order number, a detailed description of the issue, and any relevant evidence (such as photos).
- Return Authorization: Once we have reviewed your request and approved the return, we will issue a Return Merchandise Authorization (RMA) number. Please include this RMA number clearly on the outside of the return package.
- Return Shipping: You are responsible for the cost of returning the item to us. We recommend using a trackable shipping method to ensure the safe return of the package. The item must be returned in its original packaging and in the same condition as when it was received.
3. Refund Processing
- Inspection: Upon receiving the returned item, our team will inspect it to verify the issue. If the item meets the refund criteria, we will process your refund within 3 business days.
- Refund Method: The refund will be issued using the same payment method you used for the original purchase. Please note that it may take additional time for your financial institution to process the refund and for the funds to appear in your account, depending on their processing times.
- Partial Refunds: In some cases, if only part of the customization is incorrect or damaged, we may issue a partial refund based on the extent of the problem.
4. Exchanges
Since custom gifts are made to order, we do not typically offer exchanges. However, if you have an issue that can be resolved by providing a replacement with the correct customization, we will work with you to arrange for a replacement item. The replacement process will follow a similar procedure as described for returns, and any additional costs associated with the replacement (such as shipping for the new item) will be covered by us in case of our error.
5. Cancellation of Orders
- Before Production: If you wish to cancel your custom gift order before production has started, you may do so by contacting our customer support immediately. We will issue a full refund, provided that the order has not entered the production phase. Once production has commenced, we are unable to cancel the order, and this Refund and Returns Policy will apply.
- During Production: If you attempt to cancel an order while it is in production, we will do our best to accommodate your request. However, depending on the stage of production, there may be a partial charge to cover the work that has already been completed.
6. Non-Eligible Returns
The following situations do not qualify for returns, exchanges, or refunds:
- Change of Mind: If you simply change your mind about the custom gift after it has been made, we cannot accept a return or issue a refund.
- Incorrect Instructions Provided by You: If the customization is accurate based on the instructions you gave us, but you later realize the instructions were wrong, we will not be responsible for providing a refund or replacement.
- Normal Wear and Tear: Any damage or deterioration that occurs due to normal use or handling of the item after you have received it does not entitle you to a return or refund.
7. Contact Us
If you have any questions, concerns, or need further clarification regarding our Refund and Returns Policy for custom gifts, please contact our customer support team:
- Email: [email protected]
- Phone: +86 (0755)2309 2548
- Mailing Address: 1207, Block A, Huaide International, Fuyong Street, Shenzhen City, Guangdong,China
8. Policy Updates
We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically. Your continued use of our services after the policy has been updated constitutes your acceptance of the revised terms.
Thank you for understanding our policy. We are committed to ensuring your satisfaction with our custom gifts and will do everything we can to resolve any issues that may arise in a fair and timely manner.
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