Refund policy

Since products are manufactured and shipped by Customew Limited, returns will be handled by them. 
Refund policies and ways to contact them are listed below. You may also contact me directly if you have any questions or concerns.

Article 1: Order & Production

1.1 Production Cycle:  The general production range is 5 to 15 business days, counted from the date your order enters production. Orders enter production within 48 hours of ordering. Shipping time is additional. Complex processes or orders containing multiple items may take longer.

Article 2: Shipping & Logistics

2.1 Dispatch Location & Coverage: All products are dispatched from our centralized China warehouse. CustoMew provides global shipping to countries and regions supported by our partner carriers. Customers must verify destination coverage at checkout via the shipping calculator.

2.2 Approved Carriers & Tiers: CustoMew exclusively partners with YunExpress and SF Express. Service tiers are allocated as follows:

• Economy / Standard: YunExpress Special Line / SF International Standard
• Fast / Express: SF International Express

2.3 Logistics Stages: The complete fulfillment workflow is divided into four standardized stages:

• Step 1 (Dispatch & Export): After QC and packaging, items are handed over to YunExpress or SF Express to generate a primary tracking number.
• Step 2 (Customs Clearance): Packages arrive at the destination country/region for customs inspection. The recipient is solely responsible for all customs regulations, duties, and import taxes.
• Step 3 (Final Delivery): Upon customs clearance, a destination tracking number is generated for final delivery by local postal services or partner couriers.

Article 3: Mandatory Recipient Information & Customs Tax IDs

3.1 Required Information: To prevent delivery failure, customers must provide full real name, phone number, physical street address, postal code, city, state/province, and country.

3.2 Restricted Shipping Addresses: Delivery to PO Boxes, Parcel Lockers, and military addresses (APO/FPO/DPO) is strictly prohibited.

3.3 Mandatory Tax ID Requirements: According to destination postal and customs regulations, the following regions require a valid National Tax ID or Personal ID number at checkout. Failure to provide this will result in dispatch failure or customs rejection:

Country / Region	ID Type / Local Name	Format Specification
Chile	RUT (Rol Único Tributario)	9 digits (no punctuation)
Peru	RUC	11 digits
Brazil	CPF	11 digits
Mexico	RFC / CURP	13 chars RFC / 18 chars CURP
Argentina	CUIT / CUIL	11 digits
Colombia	Cédula de Ciudadanía / NIT	Up to 10 digits
Turkey	T.C. Kimlik No	11 digits
Saudi Arabia	Iqama / National ID	10 digits
United Arab Emirates	Emirates ID	15 digits
South Korea	PCC (Personal Customs Code)	P + 12 digits

Article 4: Tracking Protocols

4.1 Primary Tracking: A primary tracking number is generated upon dispatch. Status can be queried via the CustoMew Track Order Status page, YunExpress official site, SF Express official site, or universal platforms (e.g., 17track).

4.2 Destination Tracking: Generated after destination customs clearance. Used to track final delivery via local post offices or third-party tracking portals (e.g., 17track, parcelsapp).

Article 5: 60-Day After-Sales Support (Refunds & Replacements)

All customers have 60 calendar days from delivery to request after-sales support. If you receive an item with an eligible issue, please contact CustoMew within this period.

Refunds or replacements are available for the following issues, subject to the exclusions in Article 6 and the claim requirements in Article 7:

• 5.1 Quality Defects: Physical malfunction, peeling or cracked prints, or damage or deformation during transit.
• 5.2 Incorrect or Missing Items: The style or size received does not match your order, or items, components, or accessories are missing.
• 5.3 Shipping Problems & Non-Delivery: A package is confirmed lost by YunExpress or SF Express, returned to sender due to a carrier or postal office error, or has had no tracking updates for more than 30 days. For packages that have not been delivered, please contact us when one of these conditions applies.

Article 6: Exclusions & Limitations

Under the following circumstances, standard after-sales services (full refund or free replacement) will NOT be provided in principle:

Article 7: Claim Submission Process & Support SOP

7.1 Required Proof: Must provide Order Number, complete Unboxing Video, and clear HD Photos showing product and defects.

7.2 Official Contact Channels: Submit via Official Email (support@customew.com), Live Chat, or Discord (#ticket-channel).

7.3 Return Instructions: Due to high cross-border return tariffs and freight, DO NOT return products to origin warehouse without explicit written instructions from support. Unauthorized returns will be rejected.

7.4 Support Response SLA: After-sales tickets receive an initial review within 24 hours during our support schedule: Monday–Friday, 24 hours a day (GMT+8).

Article 8: Refund Timelines

Approved refunds are returned to the original payment method:

Article 9: Sampling Recommendations for Bulk Orders

9.1 Bulk Order Disclaimer: For bulk orders placed directly without prior sampling, if finished goods match submitted artwork files, refund/return claims based on physical texture or visual gap will NOT be accepted.

Article 10: Allocation of Shipping Fees & Customs Duties

10.1 Merchant Responsibility: For damaged, defective, or incorrectly sent items, CustoMew covers full refund or re-shipping costs without requiring return of defective items.

10.2 Customer Responsibility: Re-shipping costs resulting from wrong addresses, tax ID refusal, or delivery rejection must be borne by the customer.