Refund policy

Please Read This Policy Carefully Before Placing Your Order.

At Custi, we specialize in creating custom, quality embroidery on all fabrics. Each item is made-to-order and personalized specifically for you. Because of this, we operate on a strict no-refund policy.

All sales are final. We do not offer refunds, returns, or exchanges for any reason once an order is placed.

Why We Have a No Refund Policy

  • Custom, Made-to-Order Items: Your item is not a mass-produced product sitting on a shelf. We begin the embroidery and production process specifically for your order immediately after purchase. It cannot be resold to another customer.

  • Personalization: Your item is personalized with names, dates, or specific designs chosen by you. This makes it unique to you and non-returnable.

What This Policy Means For You

We cannot accept returns or issue refunds for:

  • Change of mind or simply not liking the item.

  • Selecting the wrong size (please check our size charts carefully).

  • Choosing the wrong design, color, or spelling during customization.

  • Minor imperfections that are inherent to the handmade embroidery process.

What We DO Cover: Our Warranty Against Our Errors

While we do not offer refunds, we fully guarantee our workmanship and take responsibility for our mistakes.

If there is an error on our part, we will repair or replace the item at no cost to you.

This includes:

  1. Major Production Errors: Examples include embroidering the completely wrong design, major spelling mistakes we made, or significant embroidery flaws (e.g., massive thread breaks) that render the item unwearable.

  2. Item Not as Described: Receiving a blank item instead of an embroidered one, or receiving the wrong base product (e.g., a hoodie instead of a t-shirt).

  3. Damaged Upon Arrival: If your item arrives with damage that occurred during shipping (e.g. torn fabric, crushed embroidery), you must contact us immediately.

How to Report an Error

If you believe your order qualifies for a replacement under our warranty, you must:

  1. Contact Us Within 7 Days of receiving your order at our listed contact details.

  2. Provide Your Order Number and a detailed explanation of the issue.

  3. Include Clear Photos/videos that clearly show the error or damage.

We will review your claim and, if approved, will arrange for a replacement to be made and shipped to you promptly. You may be required to return the original item to us using a prepaid shipping label we provide.

Important Notes

  • Size Charts: It is the customer's responsibility to review our detailed size charts before ordering. We do not accept returns or offer exchanges for incorrect size selection.

  • Color & Design Variations: Colors on your screen may vary slightly from the actual thread and fabric. Minor variations in embroidery placement or texture are normal and are not considered defects.

  • Contact Us: If you have any questions or concerns about your order before you purchase, please contact us. We are happy to help ensure you order the perfect item.

By placing an order with Custi, you acknowledge that you have read, understood, and agree to this No Refund Policy.