Refund and Returns Policy

🔄 Returns & Refunds Policy – Custom Co

At Custom Co, we take immense pride in crafting each product to your exact specifications. As all of our products are custom-made to order, we cannot offer returns or refunds for change of mind or incorrect orders. However, we are committed to ensuring your satisfaction and will address any concerns regarding defects or issues with your order.

🛠️ Customized Product Disclaimer

Due to the personalised nature of our products, we are unable to accept returns or offer refunds unless there are special circumstances. We ask that you carefully review all customizations (such as text, design, and dimensions) before finalizing your order.

✅ Accepted Returns/Refunds – Special Circumstances Only

In the rare event that your product arrives damaged or is incorrectly manufactured, we will gladly work with you to resolve the issue. These cases must be reported within 7 days of receiving your order, and we will offer:

  • A replacement of the defective item at no additional cost.

  • A full refund if the item cannot be replaced.

🚚 Return Process

If your product qualifies for a return due to defects or incorrect manufacturing, please follow these steps:

  1. Contact Us: Notify us by email at support@customco.co.za within 7 days of receiving the item.

  2. Provide Proof: Include photos or videos of the damaged or incorrect item to help us quickly assess the issue.

  3. Return Instructions: Once we approve the return, we will provide return instructions and cover the cost of the return shipping.

📍 Visit Our Admin Office

Custom Co operates primarily as an online store. Our admin office is based in Melrose Arch, Johannesburg. Due to the nature of our business, the office is strictly by appointment only.

To schedule an appointment or for any inquiries about your order, please contact us via email at support@customco.co.za.

💬 Questions?

If you have any questions or concerns regarding our returns and refunds policy, please feel free to reach out. We are dedicated to delivering the best service and ensuring you are happy with your purchase.