Custom By Carmen LLC
Effective Date: October 28, 2026
Last Updated: October 28, 2026
1. Overview
At Custom By Carmen LLC, every item is custom made to order. Because each order is made specifically for you, we do not accept returns or exchanges for change of mind or incorrect size selection. We do stand behind our work. If there is a problem with your order, we will make it right.
2. Made-to-Order Items
All of our products, including t-shirts and apparel with custom designs, school mascots, team names, and personalized details, are produced only after you place your order. For this reason:
- Orders cannot be canceled or changed once production has started.
- We cannot accept returns or offer refunds for items that were made correctly according to your approved order and design.
- Please check your design details, spelling, names, numbers, colors, and size before placing your order.
3. Eligible Reasons for a Refund or Replacement
You may request a replacement or refund if your order arrives:
- Damaged or defective
- With a printing error or a quality problem
- Different from the design or details you approved
- Incorrect, such as the wrong item, size, or color compared to your order
- Lost in transit, or not delivered within a reasonable time after the estimated delivery date
4. Non-Eligible Situations
We cannot offer refunds or replacements for:
- Change of mind or no longer needing the item
- Ordering the wrong size or ordering incorrect details (spelling, names, numbers) that you submitted or approved
- Minor color differences caused by screen settings, since colors may look slightly different on a screen than in print
- Normal wear, washing, or damage caused by incorrect care after delivery
- Orders delivered to an incorrect address provided by the customer
- Packages that are returned to us or refused because of an incomplete or incorrect address
5. How to Request a Refund or Replacement
To report a problem, contact us within 14 days of delivery with:
- Your order number
- Your name and email used for the order
- A short description of the problem
- Clear photos of the item and, if damaged, the packaging
Send your request to [Insert Email] or through our Contact Us page. Requests made after 14 days may not be accepted.
6. Review and Resolution
We will review your request and reply within 2 business days. If your request is approved, we will offer one of the following, depending on the situation:
- A free replacement of the item
- A full or partial refund to your original payment method
We may ask you to keep the item, or in some cases return it, before we issue a replacement or refund. If a return is required, we will explain the steps and cover the return shipping when the error was ours.
7. Refund Processing
Approved refunds are issued to your original payment method through our payment processor, Stripe. Refunds usually take 5 to 10 business days to appear on your statement, depending on your bank or card issuer. We will email you once your refund has been issued. Original shipping costs are refunded only when the problem was caused by us.
8. Order Cancellations
If you need to cancel or change your order, contact us as soon as possible at [Insert Email]. We can cancel or change it only if production has not started. Once production begins, the order cannot be canceled. If your order is canceled before production, we will refund it in full.
9. Shipping Issues
If your tracking shows your order as delivered but you have not received it, please check with neighbors and your local carrier first, then contact us within 14 days. If your package is lost or significantly delayed, we will help investigate and offer a replacement or refund where appropriate.
10. Bulk, School, and Team Orders
Bulk, school, team, and group orders are also made to order. Please confirm all names, numbers, sizes, and design details before production. If there is an error on our side, we will correct it or replace the affected items. Specific terms for large orders may be agreed in writing before the order is placed.
11. Chargebacks and Disputes
If you have an issue with your order, please contact us first so we can resolve it quickly. We ask that you contact us before opening a payment dispute with your bank or card issuer.
12. Changes to This Policy
We may update this policy from time to time. Changes apply to orders placed after the updated date shown above.
13. Contact Us
For any question about refunds, returns, or your order:
Custom By Carmen LLC
Email: [Insert Email]
Phone: [Insert Phone, optional]
Address: [Insert Business Address]
Website: [Insert Website URL]
