Last Updated: January 2025
At Customxmass, we want you to feel comfortable each time you shop with us. Because many of our home décor products are created through a print-on-demand process and made specifically for each customer, we understand how important clarity and fairness are when it comes to returns.
This policy explains how return requests are typically handled, the timeframes involved, and how refunds are issued. Our aim is to provide a straightforward and supportive experience while also maintaining procedures that allow our team to review each situation carefully.
If you need help, please contact us at [email protected]. Customer service is available 8:00 AM – 7:00 PM (EST), Monday – Saturday.
We work hard to produce items that meet quality expectations and match the designs selected at checkout. However, we recognize that sometimes a product may not be what you anticipated, or a concern may arise after delivery.
Within the limits described below, Customxmass offers a return pathway designed to be simple. We do not charge restocking fees, and we do not deduct return handling costs from approved refunds.
Each request is reviewed individually so that we can understand what happened and determine the most appropriate resolution.
Customers may request a return within 90 days from the date the package is marked delivered by the carrier.
Requests submitted after this period may still be reviewed in certain circumstances, but outcomes can vary depending on order history, product condition, and the information available.
| Item Status | Return Request Timing |
|---|---|
| Most products | Within 90 days of delivery |
| After 90 days | May be reviewed case by case |
We typically assist customers with returns in situations such as:
To help us evaluate quickly, providing photographs and a brief explanation is often useful.
Whenever possible, items should be returned in their original condition. For damaged or incorrect deliveries, we understand that packaging may already be opened.
Our team focuses on understanding the issue rather than applying rigid acceptance rules.
Customxmass does not apply restocking charges or administrative deductions to approved returns. If a return is authorized, customers are generally not required to pay additional processing fees.
In some situations, we may provide instructions, prepaid solutions, or alternative arrangements depending on the product and location.
To begin, email [email protected] and include:
Our support team will review the information and reply with the next steps. Response times may vary during busy seasons, but we strive to handle all inquiries as efficiently as possible.
Once we receive your request, we assess the details, verify order information, and determine the most appropriate resolution. This may involve clarification, replacement, return, or refund.
We aim to be fair and reasonable while also protecting against misuse of the policy.
Refunds are typically issued back to the original payment method used at checkout. Depending on banking institutions and payment providers, the time required for funds to appear can differ.
After a return or refund request has been approved, the financial processing is generally completed within about 12 days. In many cases it may be sooner, though occasional delays can occur due to external systems.
| Step | Typical Duration |
|---|---|
| Request review | Often 1–3 business days |
| Refund processing after approval | Commonly within 12 days |
Your payment provider may require additional time to finalize posting.
Because many items are made to order, direct exchanges are not always possible. Where appropriate, we may suggest returning the original product and placing a new order.
Orders enter production quickly. If you need to cancel, contact us immediately. While we try to help, cancellation may not always be feasible once manufacturing has begun.
We may limit remedies in situations involving misuse, modifications after delivery, or requests inconsistent with order records.
If you believe a refund has not appeared after the usual processing window, please check with your bank or payment provider first, as they may still be finalizing the transaction. If assistance is needed, our support team will be glad to review.
Customxmass may revise this policy from time to time to reflect operational changes or legal requirements. The version available on our website at the time of purchase generally applies.
We appreciate the opportunity to create meaningful décor for your home and celebrations and thank you for choosing Customxmass.