Refund policy

At Yours_trueli Customs, we take pride in the quality of our work and want you to love your order. If your item arrives damaged, we are here to help make it right.

Return and Refund Conditions

  • Damaged Items Only: We accept returns and issue refunds exclusively for items that arrive damaged or defective.

  • 10-Day Claim Window: You have 10 days from the date your order is marked as delivered to request a refund or return. Claims submitted after this 10-day period cannot be accepted.

  • Photographic Proof Required: To process any claim for a damaged item, you must provide clear photographic evidence of the damage.

How to File a Claim

To initiate a return or refund request, please follow these steps within 10 days of receiving your order:

  1. Email our support team at Officiallyyours.trueli@gmail.com with your order number in the subject line.

  2. Attach clear pictures showing the damaged item, as well as any visible damage to the original shipping box or packaging.

  3. Include a brief description of the issue.

Claim Resolution

Once your claim and photos are reviewed and approved, we will work with you to resolve the issue promptly. Depending on the situation and product availability, we will either provide a replacement for the damaged item or issue a refund to your original payment method.

Non-Returnable Items

Because our shop specializes in custom creations, we do not accept returns, exchanges, or refund requests for the following reasons:

  • Buyer's remorse or change of mind.

  • Errors in spelling, color choice, or design made by the customer at the time of ordering.

  • Normal wear and tear or damage caused by improper use, washing, or care after delivery.