Return & Refund Policy

We want your CustomJoyGift order to arrive as intended. Please contact service@customjoygift.com with your order number before returning an item.

Personalized and custom-made items

Personalized products are eligible for return or replacement only for quality problems, including damage, defects or an item made incorrectly by us. We do not accept change-of-mind returns for personalized items, including a preference change or an incorrect size, color, spelling or design detail supplied by the customer.

If an item arrives damaged, defective or different from your confirmed order, notify us within 30 days of delivery. Include clear photos of the item, the issue and the packaging. We will review the problem and arrange an appropriate replacement or refund. Where an approved return is required because of our error or a quality issue, we cover the return shipping cost.

Non-personalized items

Eligible non-personalized items may be returned within 30 days of delivery. Items must be unused, undamaged and in their original condition with original packaging and components. Customers pay return shipping for a change-of-mind return. Items identified as final sale and free gifts are not eligible for change-of-mind returns.

Requesting a return

1. Email service@customjoygift.com with your order number, reason and supporting photographs where relevant.
2. Wait for our review and return instructions.
3. If a return is approved, use the address supplied by our support team and keep the shipping receipt.

Do not send a return to our business address or an address printed on a parcel without approval. Cash-on-delivery returns are not accepted.

Refund timing

After we receive an approved returned item, refunds are processed within 3–5 business days to the original payment method. Your bank or payment provider may take an additional 5–15 business days to post the credit. If the refund has not appeared, check with your payment provider and then contact us for assistance.

Changes and cancellations

Contact us immediately if you need a change or cancellation. We will check your order status and available options. Once an order has shipped, changes cannot be made. Please double-check all personalization details before ordering.

This policy does not limit any rights you may have under applicable consumer law.