Refund policy

At ProvCustom, we know that personalized gifts aren’t just products — they are expressions of love, memory, and connection. We take great care in crafting each order to ensure it reflects your expectations.

Because of the custom nature of our products, this policy applies globally and is designed to be fair, transparent, and consistent with applicable consumer protection laws.


🔹 Can I Return a Custom Item?

Since our products are made-to-order and customized specifically for you, we generally do not accept returns or exchanges unless there is an error on our part (such as defects, damage, or incorrect customization).

Once production has started, the order cannot be changed, modified, or canceled.

Please note: personalized and made-to-order items are not eligible for change-of-mind returns under applicable consumer protection laws.


🔹 Eligible for Return or Exchange (Full Coverage)

We will happily offer a free return or replacement if:

1. You received the wrong product.

2. Your item arrived damaged or defective.

3. The personalization details (e.g. names, dates, color, size) differ from what you submitted.

📩 Please email service@provcustom.com within 14 days of delivery with your order number and clear photos of the issue.


🔹 Not Eligible for Return or Exchange

We are unable to offer returns, exchanges, or refunds in the following situations:

  1. Spelling or customization errors provided by the customer
  2. Change of mind or incorrect item selected at checkout
  3. Items damaged due to misuse, improper care, or external factors after delivery
  4. Delays caused by carriers, customs, or local delivery services
  5. Packages marked as “delivered” but reported missing or stolen
  6. Requests made more than 30 days after delivery

Please note: Shipping timelines are estimates only, and delays may occur due to carrier or customs processing.


🔹 Order Cancellation Policy

Our products are made-to-order and begin processing quickly, usually within 1–3 business days.

Orders can only be canceled or changed before production begins.

Once your order is in production, it can no longer be modified or canceled.

Please contact us as soon as possible at service@provcustom.com if you need assistance.

 

🔹 After Shipment

Once an order has been shipped, it is considered fulfilled and cannot be changed, modified, or canceled.

Any issues after delivery will be handled under our Refund & Return Policy.


🔹 Refund Process

Once your refund is approved, it will be processed to your original payment method within 3–7 business days.

Any promotional or free items included in the order must also be returned where applicable.


🔹 Return Instructions

To request a return or assistance:

  1. Contact our support team at service@provcustom.com
  2. Provide your order number, issue description, and clear photos (if applicable)
  3. Our team will review your request
  4. If approved, return instructions will be provided

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g. incorrect or defective items).

Please note: customs duties, import taxes, and any additional fees charged by local customs authorities are non-refundable, as they are not collected by ProvCustom.

If a return is approved, all return shipments must be sent with duties and taxes prepaid. We cannot accept packages with unpaid customs charges.

Items must be returned in their original condition and packaging.


💬 Still Have Questions?

We’re here to help!
Email: service@provcustom.com
Please also visit our FAQ section for quick answers to common questions.


💛 Your Happiness, Our Commitment

We are honored to be part of your meaningful moments. If something isn’t right, we will always do our best to resolve it fairly, respectfully, and quickly.