Refund policy

Last Updated: July 2026
At PremiumFactory, every product is custom-made according to the photo, name, or text provided by the customer. Because each item is personalized, we do not accept returns or exchanges unless the product arrives damaged, defective, or incorrect.

Eligible for FREE Replacement

We will provide a FREE replacement if:

• You receive a damaged product.
• You receive the wrong product.
• The product has a manufacturing defect.
• The personalization (photo, name, or text) does not match the details submitted with your order.

Report Within 24 Hours

To request a replacement, please contact us within 24 hours of delivery with:

• Your Order Number
• Clear photos of the product
• Photos of the outer packaging
• An unboxing video (mandatory for damage-related claims)

Requests received after 24 hours may not be eligible for replacement.

Not Eligible for Return or Refund

As all products are personalized, we cannot accept returns, exchanges, or refunds for:

• Change of mind
• Incorrect photo uploaded by the customer
• Spelling mistakes or incorrect customization provided by the customer
• Wrong shipping address entered by the customer
• Delay caused by courier services
• Minor color variations due to screen settings and printing process
• Minor handmade or printing variations that do not affect product quality