Refund policy

Last Updated: November 17, 2025

Thank you for shopping at BORIS CUSTOMIZED STORE! We strive to provide high-quality products and excellent service. If you are not satisfied with your order, please review our Return Policy below.

1. Conditions for Returns

You may request a return or refund if:

The item has a quality issue
The item was damaged during shipping
You received the wrong item
The product is significantly different from the description

Please note:

Items must be unused, undamaged, and returned with all original packaging.
Customized items are NOT eligible for return unless there is a quality issue.
Returns for personal reasons (e.g., dislike, wrong size) may not be accepted.

2. Return Window

You must submit a return request within 14 days of receiving your order.
Requests beyond 14 days may not be accepted.

3. Non-Returnable Items

The following items cannot be returned:

Customized / personalized products
Sale items or clearance items marked as non-returnable
Items that are used, damaged, or missing parts
Gift cards or digital/virtual products

4. How to Request a Return

Contact us via email: benzhang1313@gmail.com
Please include:

Order number
Description of the issue
Photos or videos (if applicable)

We will respond within 2–3 business days.
If approved, we will provide the return address and instructions.
Once we receive and inspect the item (usually 3–5 days), we will process your refund.

5. Refund Method

Refunds will be issued to your original payment method (e.g., credit card, PayPal).

Estimated refund processing time:

3–7 business days, depending on your bank or payment provider.

6. Return Shipping Costs

If the return is due to a quality issue, damaged item, or wrong item:
We cover the return shipping cost.
If the return is due to personal reasons (e.g., don’t like it / ordered wrong):
You are responsible for the return shipping cost
In some cases, the return request may be denied

7. Items Damaged During Shipping

If your package arrives damaged, please notify us within 48 hours with photos or videos.
We will arrange a replacement or refund as soon as possible.