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Refund policy

At Custom KAY, your satisfaction is always at our priority!

How do I change or cancel my order?

If you change your mind about your purchase, please contact us at: Support@customkay.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 24 hours of placing the order. After this period of time, the order is locked for processing and can no longer be cancelled. 

What is the return & refund policy?

Due to hygiene reasons and the fact that our products are made-to-order, we do not accept return & refund unless an item you received has a major problem.  This is when the item is:

  1. Significantly different from the description or sample shown to you;
  2. Damaged due to the fault of our factory or the carrier;
  3. Not what you ordered;
  4. Lost in transit (more than 14 days from the latest updated day in the tracking link).

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

Please contact us at:

Support@customkay.com to start the complaint process. Please include the following information:

  • Order number
  • Video or photo of the faulty product (if applicable)
  • Photos of the whole product front and back
  • Photo of the Shipping label

Please be reminded that our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your item was received, unfortunately, we can’t offer you a replacement or refund.

Note: 

We do not accept returns if you change your mind after receiving your order. Once an item has been received in normal condition, it cannot be returned.

We will not be held liable for any lost or misrouted parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

Any unsuccessful delivery due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for refund.

How long does a refund take to process?

We review claims within 24 business hours. Qualified refunds are processed immediately, but it may take 3-5 business days to appear on your statement depending on your method of payment.