Return Policy

Custoo products are made to order and often personalized with your artwork, photos, or AI-assisted design. Because of that, most orders cannot be returned simply because you changed your mind.

We still want you to receive items that match what you ordered. This Return Policy explains when we will repair the situation with a replacement, store credit, or refund. It works together with our Terms of Sale.

The following are usually final sale once production has started:

• Products customized with your design, text, photos, or selected template
• Orders where you approved the preview and completed checkout
• Change-of-mind returns, wrong size selected by you, or color preference after purchase
• Minor production or color variation that is normal for print-on-demand materials

Contact us as early as possible if you notice an error in your design before production begins. We will try to help, but we cannot guarantee changes once fulfillment has started.

Contact us within 30 days of delivery if your order has a qualifying issue. We may ask for photos of the product, packaging, shipping label, and a description of the problem.

Qualifying issues typically include:

• Manufacturing defect — misprint, smudge, blank area, or structural flaw not caused by normal use
• Damage in transit — item arrived materially damaged
• Wrong item shipped — different product, size, or design than what you ordered
• Not as described — a material mismatch with the confirmed product listing, not a minor mockup variation

Depending on the issue and stock availability, we may offer one or more of the following:

• Free replacement reprinted with the same approved design
• Partial refund if the issue is minor but noticeable
• Full refund if a replacement is not practical or the item is unusable
• Store credit where you prefer it or where payment rules require it

Refunds are issued to the original payment method when possible. Processing times depend on your bank or payment provider after we approve the refund.

Email us at help@custoo.shop with:

• Order number and email used at checkout
• Clear photos of the product and packaging
• A short description of the issue
• Your preferred remedy, if any

Please do not return items to our business address unless we provide a return authorization and instructions. Unauthorized returns may not be processed.

Except where state law requires otherwise, customized goods are not subject to a general right of return once production has begun.

If an item is defective or materially not as described, we will provide an appropriate remedy consistent with applicable state consumer protection laws.

If you need to cancel, contact us immediately after ordering. If production has not started, we will try to cancel the order and release or refund your payment.

Once an order enters production with our print partner, cancellation is usually not possible because materials and labor are committed.

If you have a problem with an order, please contact us first so we can resolve it quickly. Unwarranted chargebacks may delay resolution and may lead to account restrictions where permitted by law.

MOUSSED-WERNITZ DIMOS may update this Return Policy from time to time. The version posted at the time of your purchase applies unless a later version is required by law.

Return and order questions: help@custoo.shop. See also our FAQ.