Hi there!
Here’s our return policy for custom / personalized items — carefully read through to understand when returns are possible and how we handle them:
Return & Refund Policy for Custom Items
1.Final Sale — No Returns for Change of Mind
Custom, personalized, or made-to-order products are considered final sale. We do not accept returns or exchanges due to color preference, size fit, or change of mind once production begins.
2.Defect or Error Only
Returns or refunds are eligible only if there is a clear manufacturing defect, printing error, or damage when you receive the item.
- You must report the issue within 5–7 days of delivery, with clear photos and a description of the defect.
- We will inspect the item and, if confirmed, offer a refund or produce a replacement.
- Shipping back the item (unless the defect is our fault) and any custom design/setup fee are not refundable.
3.How to Submit a Return Request
- Contact us via email at [your support email] with your order number, photos, and explanation.
- Wait for our confirmation. Once approved, follow the return instructions we send you.
4.Refund Processing
- Refunds (when approved) will be issued to your original payment method within 7 business days of receiving the returned item and verifying condition.
- The refunded amount excludes any non-refundable custom design or setup fees.
5.Important Notes
- We are not responsible for issues due to your submitted artwork, color preference, or size choice errors.
- Shipping, duties, and taxes are not refundable, unless the return is due to our error or defect.
- Always inspect your package immediately upon arrival and report any damage or defect within the specified timeframe.
Email：Support@glownova.com
