Refund & Return Policy

Refund & Return Policy – Cusivo

We want every customer to feel confident when shopping with us. Please review the terms below regarding refunds and replacements.

1. Refund Eligibility
Standard / Ready Products

Refunds are available on standard (non-customized) products only if:

• the product is damaged
• the product received is faulty
• the wrong product is delivered
• the issue occurs due to an error from our side

Refund will be processed only after verification of submitted evidence.

Customized / Made-to-Order Products

Refunds are not available on customized products including:

• personalized name plates
• custom neon signs
• custom canvas prints
• personalized wall art

Once production has begun, customized orders cannot be cancelled, returned, or refunded.

2. Replacement Policy

If a damaged or faulty product is delivered, replacement may be issued instead of refund depending on product category and stock availability.

Customers must report issues within 24–48 hours of delivery along with:
• unboxing video (mandatory)
• images/video of the problem
• order number

3. Refund Processing Time

After approval, refunds will be processed within 5–7 business days to the original payment method.

4. Conditions for Claim Approval

A refund/replacement request may be rejected if:
• the product was used or installed before reporting the issue
• the unboxing video is not provided
• incorrect handling caused the damage
• request is raised after the specified time

5. Incorrect Address

Refunds are not applicable for failed deliveries due to incorrect or incomplete address entered by the customer.