Refund & Returns Policy

Last Updated: 22-12-2025

Overview

At Customize Ur Gifts (CUG), all our products are made-to-order and personalized based on customer-provided inputs. Due to the nature of customization, we follow a strict no-return and no-refund policy, except in specific cases outlined below.

By placing an order with us via our website, WhatsApp, or Instagram, you agree to this Refund & Returns Policy.

1. No Returns / No Refunds on Customized Products

• Returns, refunds, or exchanges are not applicable once an order is confirmed.
• Orders cannot be cancelled after customization work has started.
• Customers are responsible for verifying all customization details (name, spelling, date, color, design) before order confirmation.

2. Exceptions – When Refund or Replacement Is Allowed

A refund or replacement will be considered only in the following cases:

• Manufacturing defect
• Wrong product delivered
• Product damaged during transit

Issues must be reported within 24 hours of delivery.

3. Reporting a Problem

To raise a return or replacement request, contact us within 24 hours of delivery with:

• Order ID
• Clear photos and/or videos showing the issue
• Brief description of the problem

Email: customizeurgifts@gmail.com

Requests raised after 24 hours will not be accepted.

4. Resolution Process

After verification:

• A replacement will be issued for eligible cases
• A refund will be processed only if replacement is not feasible

Customize Ur Gifts (CUG) reserves the right to inspect and validate all claims.

5. Refund Method & Timeline

• Refunds will be processed to the original payment method only
• Payments via Razorpay or Stripe will be refunded within 5–10 business days
• Shipping charges are non-refundable unless the error is from our side

6. Non-Eligible Cases

No refund or replacement will be provided for:

• Incorrect customization details provided by the customer
• Minor color or texture variations due to lighting or screen differences
• Courier delays beyond our control
• Incorrect or incomplete address provided by the customer
• Normal wear and tear after use

7. Order Cancellations

• Orders cannot be cancelled once confirmed
• Cancellation requests before customization starts are subject to Customize Ur Gifts’ discretion

8. Shipping Damage

For damaged packages:

• An unboxing video is mandatory
• Claims without proper evidence may be rejected

9. Contact Information

Customize Ur Gifts (CUG)
Email: customizeurgifts@gmail.com
Website: https://customizeurgifts.com