Refund policy

Return and Refund Policy




Thank you for shopping at THE CUSTOM MART. We truly appreciate your trust in our customized and standard products. If you are not completely satisfied with your purchase, we’re here to help! Please take a moment to review our return policy to understand your rights and responsibilities.

Eligibility for Returns


To qualify for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and in the original packaging.
  • A valid proof of purchase (e.g., order receipt) is provided.
  • A clear, continuous unboxing video of the parcel is required.
  • The return request must be initiated within 3 days of receiving the order.
  • Items must be unused, unworn, and in their original packaging with all tags and labels intact.
  • Certain items, such as [e.g., personalized products, hygiene-related products], are non-returnable.
  • A clear, continuous video of the parcel being unboxed (from the sealed package to the product inspection) is mandatory.
  • Change-of-mind purchases will not be refunded.
  • Please note that product color may vary slightly from what is displayed online due to lighting, screen settings, and photography. These minor variations are not considered defects and are not eligible for refund.

Guidelines for the Unboxing Video

  • Start recording before opening the parcel, showing the sealed packaging clearly.
  • Ensure the video captures the process of unsealing the parcel and inspecting the item.
  • The video should be continuous (no edits or cuts).
  • Submit the video along with your return request via admin@thecustommart.com.

Note: Returns without a valid unboxing video will not be accepted.


Defective or Damaged Products

 If you receive a custom product that is defective or damaged, please get in touch with us within 3 days of receiving the item.

Return Window

  • Returns must be initiated within 3 days of receiving the order.

How to Initiate a Return

To initiate a return, please follow these steps:

Contact Customer Support: Email our customer support team at A with your order number and a detailed explanation of the reason for the return.

Email: admin@thecustommart.com

Provide Evidence

  • Include clear photos of the defective or damaged product, or the incorrect personalization, to assist us in processing your return.
  • Please provide the video of the parcel opening as evidence. We don't accept Any return without opening the video.

Refund Policy

  • Refunds will be processed to the original payment method within [7-10 business days] after the returned item is inspected and approved.
  • Shipping fees are non-refundable.

Exchanges

We do not offer exchanges. If you need a different product or size, please return the original item (if eligible) and place a new order.

Exceptions and Non-Returnable Items

  • Custom or personalized products.
  • clearance items.
  • Shipping fees are non-refundable.

International Returns

For orders shipped internationally, customers are responsible for return shipping and any associated customs fees.

Contact Information

If you have any questions or concerns about our custom products return policy, please reach out to our customer support team at

Email: admin@thecustommart.com

You acknowledge and agree to our return policy by placing an order on our website.

Thank you for choosing THE CUSTOM MART!

Note: This return policy is subject to change, and any updates will be reflected on our website.