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Return & Refund Policy

REFUND & RETURN POLICY 

Focusing on our customer satisfaction is the top of our mission, we always pull out all the stops for bringing the best customer experiences regarding the product & service qualification when doing business with us. 

Ecustomily SERVICE

When you purchase a new Product, we warranty the Product against defects in materials and workmanship quality under ordinary consumer use for a permitted time from the date of original purchase. The warranty policy is provided in 2 following warrant periods:

✅ 30-DAY WARRANTY:
During this warranty period, if the Product arises with a defect of our reasons to the extent permitted by our policy, we will either resend a new Product equivalent to the Product that was purchased or refund 100% of the purchase price of the Product. And you don't even need to RETURN your items to us, it will take your valuable time and money. 
Notes: The warranty policy is applicable only once per order.

MODIFICATION & CANCELLATION 

if you want to cancel or modify your order , please contact at:  support@ecustomily.com

Your order is only eligible to be canceled and modified within 02-05 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled. 

The production time is expanded 1-2 days for modification orders. 

DEFECTIVE ITEMS 

Getting the wrong or defective shipment or you did not receive your package , please contact us at: support@ecustomily.com
We are will to support as your request

 We will:

- Give you 100% Refund as it's totally our fault.
- Make a new one and immediately send it to your address using Express Shipping. You don't even need to pay any extra cost.

REFUND & RETURN FAQs

1. What is your returns & refunds policy?

When you purchase a new Product, we warranty the Product against defects in materials and workmanship quality under ordinary consumer use for a permitted time from the date of original purchase. The warranty policy is provided in 2 following warrant periods

 

2. Can I get a refund if I'm not completely satisfied with my purchase or simply don't want it anymore?

If your problems come from the quality of our products and as long as it is within 30 days of the date on your invoice.

3. How long does it take for me to receive my refund credit to my original payment method?

It takes approximately 5-7 business days to process the credit refund to your original payment method after it has been received and after an inspection period of up to 3 days from the date of receipt by us.

4. What are exceptions that might prevent me from getting a full refund?

If your request for a refund is after 30 days of delivered tracking

The problems are caused by giving the wrong shipping address, putting the wrong custom information such as custom name, hair color, or the size you ordered is not fitted.

The order was sent with exactly the information and items on order.

5. How do I prepare my shipment for return?

Please remember that you don't even need to RETURN your items to us, it will take your valuable time and money, we do not want it to happen to our customers. Just provide the detailed information and photo of the items you received to let us resolve your problem.

The only action you need to do is to contact us at: 

https://ecustomily.com/pages/contact-us

6. Can I exchange my item(s)?

All ECUSTOMILY products are custom-printed, if you would like to exchange an item for another size, we are willing to send the new one to you but help us cover the resend fee. The resend fee depends on the product(s) you purchase.