Refund policy
Effective Date: July 2026
At CustomiaHub, customer satisfaction is our top priority. Every personalized product is made with care, and we are committed to providing high-quality products and excellent service.
If you are not completely satisfied with your purchase, please review our return policy below.
30-Day Return Policy
We accept returns within 30 days of the date you receive your order.
To be eligible for a return, your item must:
* Be unused, unworn, and in its original condition.
* Include all original tags and packaging.
* Be accompanied by proof of purchase or your order number.
To request a return, please contact us at support@customiahub.com before sending your item back. Returns sent without prior authorization may not be accepted.
Return Addresses
Please do not return your order without contacting us first.
Depending on your shipping destination, we will provide the most appropriate return address.
Our available return centers include:
USA
53-06 Grand Ave, Floor 2
Maspeth, NY 11378
United Kingdom
319 Basingstoke Road
Reading RG2 0JA
France
PROMATTEX
25 Rue Louis Ampère
Neuilly-sur-Marne 93330
China
Zhenrong Mansion
Gongcheng Street
Licheng District
Putian, Fujian, China
Personalized Products
Because every personalized product is made specifically for each customer, customized or personalized items cannot be returned or exchanged due to:
* Change of mind
* Incorrect size selected by the customer
* Spelling or text provided by the customer
* Incorrect photos or artwork uploaded by the customer
* Any customization request submitted by the customer
However, if your personalized item arrives:
* Damaged
* Defective
* Incorrect due to our error
* Different from the customization you approved
Please contact us within 7 days of delivery with clear photos, and we will gladly provide a replacement or a full refund at no additional cost.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If you receive a damaged, defective, or incorrect item, contact us immediately at support@customiahub.com with your order number and photos of the issue so we can resolve it as quickly as possible.
Order Cancellation
Orders may be canceled within 12 hours after purchase.
Once production has started, personalized orders cannot be canceled, modified, or refunded.
Exchanges
We currently do not offer direct exchanges.
If your item qualifies for a return, you may return the eligible item and place a new order.
Return Shipping Costs
If the return is due to our error (such as a damaged, defective, or incorrect item), CustomiaHub will cover the return shipping cost.
For any other approved returns, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is caused by our error.
European Union Customers
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, in accordance with applicable consumer protection laws.
Returned items must be unused, in their original condition, and accompanied by proof of purchase.
Please note that personalized or custom-made products may not qualify for the 14-day withdrawal right where permitted by applicable law.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
If you have not received your refund within 15 business days after approval, please contact us at support@customiahub.com.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: support@customiahub.com
Customer Support Hours:
Monday – Sunday
9:00 AM – 6:00 PM (EST)