Refund policy

Refund & Return Policy

**Last updated: August 5, 2026**

At FEYSTAR, every custom product is made especially for you. We carefully review and produce each order, and we want you to be happy with what you receive. If something is wrong with your order, please contact us and we will work with you to make it right.

This policy applies to purchases made through feystar.com. Nothing in this policy limits any rights you may have under applicable consumer law.

## 1. Order Changes and Cancellations

Please check your artwork, product options, size, quantity, shipping address, and other order details carefully before placing your order.

If you need to change or cancel an order, contact us as soon as possible. We can approve a cancellation or change only if production has not started. Because custom orders may enter artwork review, proofing, or production shortly after payment, we cannot guarantee that a request can be accepted.

Once artwork processing, proofing, or production has started, the order cannot normally be canceled or changed. If we are able to stop an order after work has begun, any non-recoverable costs already incurred may be deducted from the refund where permitted by law. Shipping-address changes are not guaranteed after an order has been dispatched.

If FEYSTAR cancels an order, we will refund the canceled portion to the original payment method.

## 2. Custom and Personalized Products

Custom and personalized products are made to the specifications and artwork supplied or approved by the customer. For this reason, they are not eligible for return, exchange, or refund because of a change of mind, subjective preference, or an outcome that matches the approved order but differs from what the customer imagined.

This does not affect claims involving defects, damage, incorrect goods, or any mandatory rights available under applicable law.

For larger orders or when color, material, finish, or construction is especially important, we recommend ordering a sample before mass production. A sample provides the best opportunity to review the physical result before placing a larger order.

## 3. When We Will Help

Contact us within **60 days after the tracking record shows delivery** if:

- the item arrived damaged;
- the item has a manufacturing defect;
- you received the wrong product, material, size, finish, or quantity compared with the confirmed order;
- an item, accessory, or component is missing; or
- the carrier confirms that the parcel was lost or returned because of a carrier error.

After reviewing the claim, FEYSTAR may offer, as appropriate, a replacement, reproduction, replacement part, store credit, partial refund, or full refund. The remedy will reflect the affected item and the nature of the issue. If the problem was caused by FEYSTAR or by transit damage, you will not be required to pay the approved replacement shipping cost.

Please do not return any item unless FEYSTAR has provided written return authorization and return instructions.

## 4. Issues Not Normally Eligible for Refund or Replacement

Unless required by applicable law, we cannot provide a refund or free replacement for:

- a change of mind after production has started;
- dissatisfaction based only on personal taste when the product matches the confirmed order;
- errors in artwork, spelling, layout, dimensions, quantities, product options, materials, or finishes supplied, selected, or approved by the customer;
- low-resolution, blurred, pixelated, incorrectly formatted, or otherwise unsuitable artwork supplied by the customer;
- cutting or alignment results caused by artwork that does not follow the stated bleed, safe-area, or file-preparation requirements;
- slight variations in color, size, cut position, print placement, material texture, or finish that are normal for the relevant production process and within our stated tolerances;
- differences between an on-screen preview and the physical product caused by screen settings, lighting, materials, or printing processes;
- normal wear and tear, misuse, improper storage, accidental damage, or alterations after delivery;
- delivery failure caused by an incorrect or incomplete address, an unavailable recipient, refusal of delivery, or failure to collect the parcel;
- a parcel marked delivered by the carrier that is lost or stolen after delivery, unless the carrier confirms a delivery error;
- delays caused by carriers, customs processing, severe weather, public holidays, or other events outside our reasonable control; or
- customs delays, seizure, return, or abandonment caused by prohibited content, intellectual-property concerns, import restrictions, missing recipient information, or unpaid duties or taxes.

Online proofs, mockups, and product previews are visual guides. They are not guarantees of exact color or a perfect one-to-one reproduction on a physical material.

## 5. Intellectual Property and Prohibited Content

You are responsible for ensuring that you have the right to use all artwork, trademarks, characters, logos, photographs, and other content submitted with your order.

Orders may be rejected, canceled, withheld, or otherwise affected if submitted content appears to violate applicable law, third-party intellectual-property rights, carrier rules, or customs requirements. Refund eligibility in these circumstances will depend on whether production or other non-recoverable costs have already been incurred and on applicable law.

## 6. Shipping, Customs, and Delivery

Customers are responsible for providing complete and accurate shipping and contact information and for responding promptly to carrier or customs requests.

International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country. Unless expressly stated at checkout, these charges are the customer's responsibility. A shipment refused or abandoned because the customer does not pay required charges is not normally eligible for a refund. If a parcel is returned to us, any refund or reshipment will be assessed after deducting non-refundable shipping, customs, return, and production costs where permitted by law.

Delivery dates are estimates, not guarantees. If tracking has not updated for an unusually long period, contact us so that we can investigate with the carrier. A shipment will not be treated as lost until the carrier confirms the loss or the carrier's applicable investigation period has expired.

## 7. How to Submit a Claim

Email **[INSERT CUSTOMER-SERVICE EMAIL]** with:

- your order number;
- a clear description of the issue;
- clear photos showing the full item, packaging, shipping label, and affected area;
- the quantity affected; and
- an unboxing video, if available, especially for damage, missing quantities, or packaging issues.

Keep the product and all original packaging until the claim is resolved. We may request additional photos, measurements, or other reasonable evidence. Failure to provide enough information to verify the issue may delay or prevent us from resolving the claim.

We aim to respond within **2 business days**. Submitting a claim does not automatically guarantee a refund or replacement; each claim is reviewed against the confirmed order, submitted files, production records, and shipping information.

## 8. Authorized Returns

Do not send products back without written authorization. Returns sent without authorization may be refused and may not qualify for a refund.

If a return is required because of a verified FEYSTAR error or a defective or transit-damaged product, FEYSTAR will provide instructions and cover the approved return-shipping cost.

If we authorize a return for a reason not caused by FEYSTAR, the customer is responsible for return shipping and any related costs. The item must be returned in the condition specified in our authorization. Original shipping charges and return shipping charges are non-refundable unless required by law or the return is due to our error.

## 9. Non-Custom Products

For eligible non-custom products, contact us within **30 days of delivery**. To qualify for a discretionary return, the item must be unused, unworn, unwashed, unaltered, and in its original packaging, with proof of purchase. Certain products may be excluded for hygiene, safety, clearance, or other reasons stated on the product page.

Return shipping for a discretionary return is the customer's responsibility. We will inspect the returned item before approving a refund. This section does not limit any mandatory rights under applicable law.

## 10. Refunds

Approved refunds are issued to the original payment method. We aim to issue the refund within **5 business days** after approval or, when a return is required, after the returned item is received and inspected.

After we issue a refund, your bank or payment provider may need additional time to post it. Card refunds commonly take 5 to 15 business days, but in some cases may take up to 30 days or one to two billing cycles. PayPal and other payment providers process refunds according to their own timelines.

Shipping charges, customs duties, taxes, transaction fees, and other third-party charges are non-refundable unless the refund is required by law or the issue was caused by FEYSTAR. If a refund appears overdue, contact your bank or payment provider first, then contact us with your order number.

## 11. Contact Us

Questions, cancellation requests, and after-sales claims should be sent to:

**FEYSTAR Customer Care**  
Email: **cindy@feystar.com**  
Website: **https://feystar.com**

Any return address will be provided only after a return is authorized. Please do not mail products to an address found on a shipping label or elsewhere on the website without written confirmation from FEYSTAR.