Refund Policy

Refund & Returns Policy

Last updated: May 2026

We want you to love every product you receive from CustomWorks. If something isn't right, here's how we make it right.

1. Return Eligibility

We accept returns under the following conditions:

Return requests must be raised within 7 days of delivery.
Items must be unused, unworn, and in their original packaging.
Design defects — If the printed design does not match the approved mockup, the item is eligible for return.
Shipping damage — Items damaged during transit are eligible. Please retain the packaging and share photos.
Quality issues — Faded prints, incorrect colours, or material defects reported within the return window.

The following items are not eligible for returns:

Custom-designed products where the approved design was accurately printed as per the customer's approval in the design mockup stage.
Bulk corporate orders exceeding 50 units, unless a manufacturing defect is identified.
Items that have been used, washed, altered, or damaged by the customer after delivery.
Products with minor colour variations due to screen-to-print differences (slight shade variations are inherent in printing).

To start a return, follow these steps:

Contact us via WhatsApp (+91 96320 22529) or email orders@customworks.in.
Provide your Order Number (e.g., CW-20260501).
Share clear photos of the issue (defect, damage, etc.).
Describe the reason for return briefly.

Our team will review your request and respond within 24–48 hours with next steps.

Once a return is approved:

Online payments — Refund credited to the original payment method (UPI, card, net banking) within 5–7 business days.
COD orders — Refund issued via bank transfer. We'll request your bank account details securely.
Partial refunds — Applicable when only part of the order is affected (e.g., 2 of 5 items damaged).
Refund amount excludes any shipping charges unless the issue is due to a CustomWorks error.

We offer exchanges for select products:

Apparel size/colour exchanges — Available within 7 days of delivery for T-shirts, polo shirts, and hoodies.
Exchanges are subject to stock availability. If your requested variant is unavailable, a full refund will be processed instead.
Customer is responsible for return shipping costs for exchanges, unless the exchange is due to our error.
Exchange items will be shipped within 3–5 business days after we receive the original item.

Order cancellations depend on production status:

Before production (status: “Designing”) — Full cancellation and refund available.
In production (status: “Processing” or later) — Cancellation is not possible as materials have been prepared and printing has begun.
Auto-processing — Orders move to production typically within 24 hours of payment confirmation. Cancel early if needed.

To request a cancellation, contact us immediately via WhatsApp or email.

Our customer support team is here to help: