REFUND & RETURN POLICY
At FAMILYCUSTOM-GIFTS™, we want you to be 100% SATISFIED with services provided from us. We understand that buying things online can be scary with companies not staying true to their customers. If within 30 days since your purchase, your product is defective or not described, don't worry. Just send us an email at support@familycustom-gifts.com and we will make it right by offering you a replacement or refund.
✅ 30-DAY WARRANTY:
During this warranty period, if the Product arises with a defect or does not meet your expectation regardless of any reasons, to the extent permitted by our policy, we will either resend a new Product equivalent to the Product that was purchased or refund 100% of the purchase price of the Product.
After a 30-DAY WARRANTY period and within one-year usage, to the extent permitted by our policy, we will either resend a new Product equivalent to the Product in need of refurbishment due to deterioration or damage during long-term usage or provide credits converted from the former purchase amount for similar value product purchase on the site (excluding shipping fee)
⚠️ Limitations: The warranty policy is applicable only once per order.
CANCELLATION & MODIFICATION
If you change your mind about your purchase, please sending us an email to support@familycustom-gifts.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
DO YOU OFFER REFUNDS?
YES! WE OFFER REFUNDS IF YOU MEET THE FOLLOWING:
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Refunds must be processed within 30 days of your purchase date.
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Items can be return/exchange and get a refund within 30 days of receiving the product, in an unlikely event of the damaged, defective or wrong item delivered to you.
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Significantly different from the description or sample shown to you
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Damaged due to the fault of our factory or the carrier
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Not what you ordered
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Email us at support@familycustom-gifts.com with information on your order (Email, Order Number, And information Of Why You Are Requesting A Refund).
- Once we Process your Refund, it will take 2-3 days to process through to your bank.
You don't even need to RETURN your items to us, it will take your valuable time and money. Please we do not want it to happen to our customers.
Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
To file a claim, please send us an email to support@familycustom-gifts.com and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
If your claim is in regards to a printing error, please include photographs of the error.
If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
REFUND & RETURN FAQs
1. What is your returns & refunds policy?
When you purchase a new Product, we warranty the Product against defects in materials and workmanship quality under ordinary consumer use for a permitted time from the date of original purchase. The warranty policy is provided in 2 following warrant periods:
During this warranty period, if the Product arises with a defect or does not meet your expectation regardless of any reasons, to the extent permitted by our policy, we will either resend a new Product equivalent to the Product that was purchased or refund 100% of the purchase price of the Product.
After a 30-DAY WARRANTY period and within one-year usage, to the extent permitted by our policy, we will either resend a new Product equivalent to the Product in need of refurbishment due to deterioration or damage during long-term usage or provide credits converted from the former purchase amount for similar value product purchase on the site (excluding shipping fee)
⚠️ Limitations: The warranty policy is applicable only once per order.
2. Can I get a refund if I'm not completely satisfied with my purchase or simply don't want it anymore?
If your problems come from the quality of our products and as long as it is within 30 days of the date on your invoice.
3. How long does it take for me to receive my refund credit to my original payment method?
It takes approximately 2-3 business days to process the credit refund to your original payment method after it has been received and after an inspection period of up to 1 days from the date of receipt by FAMILYCUSTOM-GIFTS.
4. What are exceptions that might prevent me from getting a full refund?
If your request for a refund is after 30 days of delivered tracking
The problems are caused by giving the wrong shipping address, putting the wrong custom information such as custom name, hair color, or the size you ordered is not fitted.
The order was sent with exactly the information and items on order.
5. How do I prepare my shipment for return?
Please remember that you don't even need to RETURN your items to us, it will take your valuable time and money, we do not want it to happen to our customers. Just provide the detailed information and photo of the items you received to let us resolve your problem.
6. Can I exchange my item(s)?
All FAMILYCUSTOM-GIFTS products are custom-printed, if you would like to exchange an item for another size, we are willing to send the new one to you but help us cover the resend fee. The resend fee depends on the product(s) you purchase.
