Return & Refund Policy

Last updated: July 5, 2026

Overview

This policy explains return eligibility, non-returnable items, defect claims, approved remedies, and refund processing.

Made-to-Order and Custom Products

Custom, personalized, customer-directed, and made-to-order products are generally not eligible for change-of-mind returns unless required by law.

Eligible Return Situations

Eligible situations may include wrong items, damaged products, manufacturing defects, or materially incorrect products, subject to review.

Non-Returnable Items

Items may be non-returnable if they are custom, personalized, used, worn, altered, damaged after delivery, or returned without authorization, unless the law requires another remedy.

Wrong Items

If you receive the wrong item, contact support within 7 days after delivery with photos and order details.

Damaged Products

Report shipping or product damage within 7 days after delivery and keep packaging while the issue is reviewed.

Manufacturing Defects

Manufacturing defect claims are reviewed based on photos, product details, and order information.

Reporting Deadline

Customers should report damaged, defective, materially incorrect, or wrong items within 7 days after delivery.

Required Evidence

Provide order number, description, clear product photos, packaging photos, and shipping label photos where relevant.

Return Authorization

Do not send products back without written return authorization from support.

Return Shipping

Return shipping responsibility depends on the reason for return, applicable law, and written support instructions.

Original Shipping Charges

Original shipping is generally non-refundable unless the problem was caused by Custom Art or the law requires otherwise.

Restocking or Processing Costs

Disclosed processing or return shipping costs may apply where permitted by law. No fixed restocking fee is stated unless confirmed in writing.

Inspection

Returned items may be inspected before a remedy is approved.

Approved Remedies

Approved remedies may include replacement, exchange, store credit, partial refund, or full refund.

Refund Method

Approved refunds are normally returned to the original payment method.

Refund Timing

Refund appearance time depends on the bank or payment provider after processing.

Late or Missing Refunds

If a refund is approved but not visible, check with your bank or payment provider, then contact support with your order details.

Chargebacks

Please contact support first so we can review and resolve the issue, without limiting any rights you may have under law or payment-provider rules.

Contact Information

Return and refund questions can be sent to admin@customartllc.com or by phone at (307) 487-8763.