Effective Date: 09/16/2025
Last Updated: 09/16/2025

Our Policy Overview

At Sarah Customs, we take great pride in creating unique, personalized products crafted specifically for each customer. Due to the custom nature of our products, we maintain a no refund policy. However, we are committed to ensuring your complete satisfaction and are always willing to work with you to resolve any concerns.

Understanding Our No Refund Policy

Why No Refunds?

Our products are individually customized and personalized based on your specific requirements, including:

  • Custom designs and artwork
  • Personalized text, names, or messages
  • Specific colors, sizes, and materials chosen by you
  • Unique specifications that cannot be resold to other customers

Once production begins, these items are created exclusively for you and cannot be returned to inventory or sold to other customers.

What We Can Do For You

While we don’t offer refunds, we believe in fair solutions and customer satisfaction. Here’s how we can help:

Quality Issues

If your order arrives with any of the following issues, we will work with you to find a solution:

  • Manufacturing defects
  • Damage during shipping
  • Significant color variations from approved proofs
  • Errors in customization that were our responsibility

Resolution Options

Depending on the situation, we may offer:

  • Remake: Creating a new item to correct any issues
  • Partial Credit: Applied to future orders
  • Design Modifications: Working together to improve the product
  • Alternative Solutions: Custom arrangements based on specific circumstances

When Exchanges May Be Considered

In exceptional circumstances, we may consider exchanges for:

  • Items damaged during shipping (with photo evidence)
  • Manufacturing errors on our part
  • Significant discrepancies from approved designs
  • Quality issues that don’t meet our standards

Important: All exchange requests must be initiated within 7 days of delivery.

How to Request Support

If you have any concerns with your order, please follow these steps:

Step 1: Contact Us First

Before taking any action, please contact us immediately:

  • Email: sarahcustoms.official@gmail.com
  • Contact Form: Available on our website

Step 2: Provide Details

When contacting us, please include:

  • Order number
  • Detailed description of the issue
  • Clear photos of the item (if applicable)
  • Your preferred resolution

Step 3: Work Together

Our customer service team will:

  • Review your case within 24-48 hours
  • Discuss possible solutions with you
  • Provide a clear action plan
  • Keep you updated throughout the process

What We Need From You

To help us serve you better:

Before Placing Your Order

  • Review carefully: Double-check all customization details
  • Approve proofs: Confirm all designs and specifications
  • Ask questions: Contact us if anything is unclear
  • Provide accurate information: Ensure all details are correct

During the Process

  • Respond promptly: Reply to our communications quickly
  • Be collaborative: Work with us to find the best solution
  • Provide feedback: Help us understand your concerns

Items We Cannot Exchange

The following situations are not eligible for exchanges:

  • Change of mind after production has begun
  • Incorrect information provided by the customer
  • Normal wear and tear after use
  • Damage caused by misuse or mishandling
  • Items that have been used, washed, or altered
  • Orders placed with incorrect specifications that were customer-approved

Prevention is Key

To avoid issues, we recommend:

Design Process

  • Participate actively in the design approval process
  • Ask for clarification if anything seems unclear
  • Review proofs carefully before giving final approval
  • Communicate concerns early in the process

Order Information

  • Double-check all personal information
  • Verify shipping addresses
  • Confirm quantities and specifications
  • Save all communication and proof approvals

Our Commitment to You

Quality Assurance

  • We use high-quality materials and craftsmanship
  • Each item goes through quality control checks
  • We stand behind the quality of our work
  • We continuously improve our processes

Customer Service Excellence

  • Prompt response to all inquiries
  • Fair and reasonable problem-solving approach
  • Transparent communication throughout
  • Commitment to finding mutually satisfactory solutions

Shipping Damage

If your item arrives damaged due to shipping:

  • Contact us immediately with photos
  • Keep all packaging for potential claims
  • Don’t discard the item until we’ve reviewed the case
  • We’ll work quickly to resolve the situation

Special Circumstances

We understand that sometimes unique situations arise. While our policy is firm, we evaluate each case individually and may consider special arrangements for:

  • Extraordinary circumstances beyond customer control
  • Significant errors on our part
  • Cases where customer satisfaction requires additional consideration

Contact Information

For all return and refund inquiries:

Sarah Customs Customer Service
Email: sarahcustoms.official@gmail.com
Contact form: Available on our website
Website: https://www.sarahcustoms.com

Response Time: We aim to respond to all inquiries within 24 hours during business days.

Final Notes

Our Philosophy

We believe that clear communication and collaboration lead to the best outcomes. Our goal is not just to create beautiful custom products, but to ensure every customer has a positive experience with Sarah Customs.

Policy Updates

This policy may be updated from time to time. Any changes will be posted on our website with a new effective date.

Questions?

If you have any questions about this policy or need clarification on any aspect of our return process, please don’t hesitate to contact us. We’re here to help and ensure your experience with Sarah Customs is exceptional.

Thank you for choosing Sarah Customs for your personalized products. We appreciate your understanding of our policy and look forward to creating something special for you.