Thank you for shopping with Custetch.
At Custetch, every product is custom-made according to your personalization requests. Because of the unique nature of customized products, our return and refund policy differs from that of standard retail products.
Please read this policy carefully before placing your order.
Unless otherwise required by applicable law, customers may request a return within 30 calendar days after the order has been successfully delivered.
To be eligible for a return:
The return request must be submitted within 30 days after delivery.
The product must be returned in its original condition, including all original packaging and accessories where reasonably possible.
The customer is responsible for safely packaging the returned product.
Customized products that have been used, intentionally damaged, or altered after delivery may not qualify for a refund.
If your shipment has entered the carrier's transportation network (tracking information has been generated), but has not been successfully delivered within 30 calendar days, and there is no delivery confirmation or proof of receipt, you may contact Custetch to request one of the following:
A full refund; or
A replacement product.
We may investigate the shipment with the carrier before processing your request.
This policy does not apply if the tracking information shows the package has been successfully delivered to the shipping address provided by the customer.
If your order arrives with a quality issue caused by us, we will provide an appropriate solution at no additional cost.
Quality issues include, but are not limited to:
The product arrives broken or physically damaged.
The outer packaging is severely damaged and the product is affected.
You receive the wrong product.
The personalization does not match the information confirmed in your order due to our manufacturing error.
The product contains obvious manufacturing defects that materially affect its intended use.
Depending on the situation, Custetch may, at its discretion:
Replace the product;
Repair the product where appropriate;
Issue a partial refund; or
Issue a full refund.
If you wish to return a product for reasons other than a quality issue (such as a change of mind), you may request a return within 30 days after delivery, subject to the following conditions:
The product must be returned to us before a refund can be processed.
Return shipping costs are the responsibility of the customer unless otherwise required by law.
Original shipping charges (if any) and payment processing fees may not be refundable.
Refunds will be issued after we receive and inspect the returned item.
Because each Custetch product is personalized, we reserve the right to deduct reasonable customization and production costs where permitted by applicable law.
Refunds or returns may not be available under the following circumstances:
Incorrect photographs, names, dates, or customization details provided by the customer.
Requests to modify or cancel an order after production has begun.
Minor variations in color, engraving depth, wood grain, leaf texture, crystal appearance, or other natural material characteristics.
Normal wear and tear after delivery.
Damage caused by misuse, accidents, improper storage, or improper handling after receipt.
Packages refused without prior authorization from Custetch.
Orders may be canceled before production begins.
Once production has started, personalized products generally cannot be canceled because materials and manufacturing resources have already been committed.
If production has already begun, Custetch may approve cancellation at its sole discretion and may deduct reasonable production costs already incurred.
Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days after approval for the refund to appear, depending on your payment provider or financial institution.
Any applicable currency conversion differences or bank charges are outside of Custetch's control.
To request a return or refund, please contact our Customer Support and include:
Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the shipping packaging (if applicable).
Any additional information that may help us evaluate your request.
Our support team will review your request and provide return instructions if applicable.
Returns sent without prior authorization may not be accepted.
Custetch is not responsible for delivery issues resulting from:
Incorrect or incomplete shipping addresses provided by the customer.
Packages stolen after confirmed delivery.
Delivery delays caused by customs inspections, weather, natural disasters, labor disputes, or other circumstances beyond our reasonable control.
If a package is returned to us because of an incorrect address provided by the customer, additional shipping charges may apply for reshipment.
Nothing in this Refund & Return Policy limits any mandatory rights that consumers may have under applicable consumer protection laws.
Where local law provides greater protections than those described in this policy, the applicable law shall prevail.
If you have any questions regarding returns or refunds, please contact us:
Hong Kong MemoSpace Technology Limited
Customer Support Email: [email protected]
Website: https://custetch.com