Refund policy

Custom orders and cancellations

Our products are personalized using the photos, text and specifications you provide. Please review your customization details carefully before confirming them.

You may cancel your order for a full refund before custom production begins. Email wangzeyang96@gmail.com with your order number. We assess your request using the time we receive it, not the time we reply.

Custom production begins when your customization details have been confirmed, we have notified you that production is starting, and work on your personalized item has actually begun. Payment alone does not mean production has started.

Once custom production has begun, we do not accept cancellations, returns or exchanges due to a change of mind, personal preference, or an error in details you supplied and confirmed, except where required by applicable law. If you need a change, contact us promptly; we will explain whether it is still possible and obtain your agreement before charging for additional work.

Damage, defects or an error on our part

If your item arrives damaged, is defective, contains a customization error caused by us, or materially differs from the confirmed specifications or description, please contact us with your order number and relevant photos. We will assess the issue and provide the remedy required by applicable law, which may include repair, remaking, replacement, a price reduction or a refund. We cover necessary return or replacement shipping costs for issues that are our responsibility.

Please contact us before sending an item back so we can provide the correct return instructions. No restocking fee applies to remedies for issues that are our responsibility. Please report problems promptly; this request does not shorten any statutory claim period.

Refunds

Refunds will be returned to the original payment method unless otherwise agreed or required by law. We will confirm the refund when it is issued. Your payment provider may require additional processing time. We will comply with any legally required refund deadlines.

Your statutory rights

This policy does not exclude or limit your mandatory consumer rights. Any exception from a statutory change-of-mind or withdrawal right applies only where the product and transaction qualify under applicable law. Defective or misdescribed goods remain subject to the protections required by law.