Refund policy
Refund policy
This Refund policy applies to all orders placed with CustomFolk (customfolk.com). Most of our products are made to order and personalized, so please read section 2 carefully before ordering.
1. Cancelling or changing your order
Email us at hello@customfolk.com as soon as possible — ideally within 12 hours of placing your order. We will do our best to cancel or change your order before it enters production.
Once your order has entered production it can no longer be cancelled or changed, because it is already being made specifically for you.
2. Made-to-order and personalized items
Almost everything we sell is made to order and personalized. This means we cannot accept returns or exchanges because you:
- chose the wrong size, design or colour;
- changed your mind or no longer need the item;
- expect a slightly different colour from what you see on your screen (screens and print output differ).
The statutory right of withdrawal does not apply to the personalized part of your order (goods made to the consumer's specifications or clearly personalized).
This does not affect your rights if something is wrong with your order. See section 3.
3. When we replace or refund for free
Contact us at hello@customfolk.com within 30 days of delivery if:
- the item is significantly different from the preview or the design you approved;
- the item arrived damaged, or was damaged by the factory or the carrier;
- you received the wrong item;
- part of your order is missing.
Please include your order number and clear photos of the item and the packaging. We will, at your choice, reprint the item or refund it. Please contact us before sending anything back — returns sent without contacting us first may not be matched to your order.
4. Refund timing
We issue refunds to your original payment method once the claim is approved:
| Payment method | Time until the refund appears |
|---|---|
| Credit card (Visa, Mastercard, American Express, Discover) | 5–10 business days |
| PayPal | 3–5 business days |
| Prepaid cards | up to 30 days, depending on the card issuer |
Original shipping charges are refunded only when the problem was our fault or the carrier's fault (damaged, wrong or missing item).
5. Your statutory rights
Nothing in this policy limits any rights you have under mandatory consumer law in your country of residence, including your rights in relation to faulty goods. If you are a consumer in the European Union or the United Kingdom, the information in this policy is provided in addition to those rights.
Contact: CustomFolk — Los Angeles, CA, United States — hello@customfolk.com