Thank you for shopping at Custign (https://custign.com). Our goal is to provide high-quality custom stickers and labels tailored to your needs. As many of our products are made to order and customized to individual specifications, our refund policy is designed to be fair, transparent, and considerate of our production process.
1. Eligibility for Refunds
Due to the personalized nature of our products, most custom-made items are not eligible for a full refund once production has begun. However, we understand that issues may arise, and we are committed to resolving them promptly.
You may be eligible for a refund under the following conditions:
The product received is defective or damaged.
The delivered product does not match the order specifications (e.g., wrong size, material, or design).
The order was canceled before production began.
You were charged in error or placed a duplicate order.
If your case falls under any of the above, please contact us within 7 days of delivery with proof of the issue (e.g., photos, order number).
2. Non-Refundable Situations
We cannot issue a refund in the following cases:
You provided incorrect artwork, file, or design specifications.
You uploaded low-resolution or unprintable files, and did not approve proof corrections.
You ordered a custom product and later changed your mind.
The final product has minor deviations from the digital proof (e.g., color tone variations due to screen differences).
You fail to respond to requests for approval or clarification within a reasonable time, causing production delays.
3. Cancellations
You may cancel your order only before production has started. Once production begins, cancellations are no longer possible.
To cancel your order, please email us at custign@gmail.com or use our Contact Page as soon as possible. If the order has not entered production, we will issue a full refund.
4. How to Request a Refund
To initiate a refund request, please follow these steps:
Email us at custign@gmail.com with the subject line: Refund Request – Order #[YourOrderNumber].
Include:
A clear explanation of the issue
Photos or screenshots (if applicable)
Your order number and contact information
Our team will respond within 2 business days to assess your request and offer a solution.
5. Refund Methods
If your refund is approved, it will be processed using the original payment method (e.g., credit card, PayPal). Depending on your payment provider, the refund may take 5–10 business days to reflect in your account.
For international transactions, currency conversion differences or bank charges are not within our control and may affect the refunded amount.
6. Shipping Costs
Shipping costs are non-refundable unless the return is due to an error on our part.
If you are returning a defective item, we will cover the return shipping.
For orders shipped internationally, we are not responsible for import taxes, duties, or return shipping costs unless the product is incorrect or damaged.
7. Exchanges
Since each product is custom-made, we do not offer direct exchanges. If there is an issue with your product, we will evaluate whether a reprint or refund is the best solution.
8. Partial Refunds
In some cases, we may issue a partial refund depending on the severity of the issue and the usability of the product. For example:
A small misalignment that does not affect function
A color difference that is within acceptable printing tolerance
9. Mistakes on Our End
If we made a mistake in printing, cutting, or producing your order, we will offer you:
A free reprint, or
A full refund, or
A partial refund with product retention, depending on your preference
We take full responsibility for any errors clearly caused by our production process.
10. Customer Responsibilities
To avoid refund disputes, we recommend customers:
Carefully review digital proofs before approving
Upload high-resolution files in acceptable formats
Double-check spelling, color, and layout
Reach out if unsure about material or finish options
We’re happy to assist before printing starts.
11. Promotional Items and Free Samples
Items received as free samples or promotional giveaways are not eligible for refund or replacement, unless otherwise agreed in writing.
12. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Updates will be posted on this page with the “Last updated” date. It is your responsibility to review the policy periodically.
13. Contact Us
If you have any questions or concerns regarding refunds, please contact us:
Company: Changsha Custign Technology Co., Ltd.
Email: custign@gmail.com
Contact Page: https://custign.com/contact
Address: Room 202, Building 5, Hengguang International Jingyuan,
No. 1 Liangtang West Road, Xianglong Street,
Changsha County, Hunan Province, China
Thank you for choosing Custign – Custom Stickers and Labels for Research and Industry.