Refund Policy
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
1. Refund & Return Overview
CustomHomeSign stands behind the quality of our products and offers a refund or exchange policy for defective or damaged items. All our products are made to order (customized), so we cannot offer refunds or returns for change of mind, incorrect customization requests made by you, or minor aesthetic differences (e.g., slight color variations due to production). This Refund Policy applies to all orders placed on https://customhomesign.com/ and outlines the eligibility, process, and terms for refunds and returns.
2. Eligibility for Refunds & Returns
You may request a refund or exchange only if your product meets one or more of the following criteria (claims must be made within 14 days of delivery):
2.1 Defective Products: Manufacturing defects (e.g., broken acrylic, non-functional solar panel/LED light, faulty hardware) that render the product unusable.
2.2 Damaged in Transit: Physical damage to the product or packaging caused by the shipping carrier (e.g., cracked sign, bent hardware).
2.3 Incorrect Customization: We made a mistake in your custom request (e.g., wrong house numbers, incorrect design) due to our error.
Non-Eligible Claims: Refunds/returns will not be approved for:
- Change of mind or buyer’s remorse
- Incorrect customization details provided by you at checkout
- Minor aesthetic variations (e.g., slight color differences, minor engraving variations)
- Damage caused by improper installation, misuse, or neglect of the product
- Claims made more than 14 days after delivery
- Lost or stolen orders (due to incorrect shipping address or carrier error)
3. Refund & Return Process
To request a refund or exchange, follow these steps within 14 days of delivery:
3.1 Send an email to our support team at Info@customhomesign.com with the subject line “Refund/Exchange Request - [Your Order Number]”.
3.2 Include the following information in your email:
- Your full name, order number, and delivery address
- A detailed description of the issue (defect, damage, or our customization error)
- Clear, high-quality photos/videos of the product, packaging, and the issue (required for verification)
3.3 Our team will review your request within 24-48 business hours and notify you via email if your claim is approved or denied.3.4 If approved:
- Damaged/Defective Products: We may request you to return the product (we will cover all return shipping fees) or provide a replacement product (no additional cost to you).
- Our Customization Error: We will re-produce and ship the correct product to you immediately (no additional cost to you) or offer a full refund at your request.
4. Refund Options & Timelines
4.1 Full Refund: Approved full refunds will be processed to your original payment method within 3-5 business days of our verification. Refund processing times may vary by your payment provider (credit card companies may take 5-7 business days to post the refund to your account).
4.2 Partial Refund: We may offer a partial refund for minor defects that do not render the product unusable (at our discretion).
4.3 Replacement: Approved replacements will be processed and shipped within our standard order processing time (3-7 business days) with free shipping (no additional cost to you).
5. Additional Terms
5.1 We reserve the right to verify all refund/return claims and may deny claims that do not meet our eligibility criteria or lack sufficient evidence (photos/videos).
5.2 We are not liable for any additional costs or damages incurred due to a defective, damaged, or incorrect product (e.g., installation costs, time lost).
5.3 If you receive a replacement product, the original defective/damaged product becomes our property and must be returned to us as instructed (we will provide a pre-paid shipping label).
5.4 For international orders, approved return shipping fees (for defective/damaged products) will be refunded to you via your original payment method after we receive the returned product.
6. Cancellations
You may cancel your order only if production has not yet begun (typically within 24 business hours of order placement). To cancel an order, contact us immediately at Info@customhomesign.com with the subject line “Order Cancellation - [Your Order Number]”. If production has already begun, we cannot cancel your order and no refund will be provided (custom made-to-order products).