Return and Refund Policy

Last updated: January 3, 2026

At SEF Custom, each item is custom-made and produced on demand. Because personalized products cannot be resold, our return policy is different from standard retail. This policy explains when refunds or replacements are available and how to request help.

1) Custom & Made-to-Order Items 

Most SEF Custom products are personalized and made specifically for you. For this reason, we do not accept returns or exchanges for:

  • change of mind / personal preference
  • incorrect size selected
  • incorrect color selected
  • incorrect personalization details submitted by the customer (names, initials, dates, text, etc.)
  • ordering the wrong item by mistake
  • normal wear and tear

Please double-check your personalization details and sizing before checkout.

2) When We Do Offer a Replacement or Refund

If we made a mistake, we’ll make it right.

You may qualify for a free replacement or a refund if your item arrives:

  • damaged (shipping damage)
  • defective (manufacturing issue)
  • misprinted / mis-embroidered (production error)
  • incorrect (wrong item, wrong size/color due to fulfillment error)
  • missing items from your order

3) How to File a Claim 

To request a replacement or refund, email us at support@sefcustom.com within 14 days of delivery and include:

  • your order number
  • clear photos of the issue (item + close-up)
  • photos of the packaging (if damaged during shipping)
  • a short description of the problem

Once verified, we will offer a replacement or refund, depending on the situation.

  • In most cases, you won’t need to return the item — photos are usually sufficient.

4) “Delivered” but Not Received / Lost Packages

A) Tracking shows “Delivered” but you can’t find the package

Please:

  1. check your mailbox, safe places, neighbors, and building reception
  2. contact the carrier directly with your tracking number

If still unresolved, email us within 7 days of the “Delivered” scan. We will help you investigate.
Please note that we may require confirmation from the carrier before approving a replacement/refund.

B) Lost in transit

If the carrier confirms your package is lost, we will provide a replacement or refund, as appropriate.

5) Cancellations & Order Changes

Because orders go into production quickly, cancellations or changes are only possible before production begins.

✅ Please email support@sefcustom.com within 12 hours of placing your order to request a cancellation or changes to personalization, size, or color.