Returns & Refund Policy

Returns & Refund Policy

1. General

At CustomSharpie, every product is customized specifically for you. Because of this, we apply special return and refund conditions in accordance with EU consumer law.

2. Personalized Products

  • All Sharpie® markers are customized with your logo or design.

  • For this reason, returns or cancellations are not possible once the digital mockup has been approved and payment has been made.

  • This is because the products are made-to-order and cannot be resold.

3. Approval Process

  • Before production starts, you will receive a digital mockup of your design.

  • Production begins only after your written approval and payment.

  • After approval, the order is considered final and binding.

4. Exceptions (Defects & Errors)

We will accept returns or replacements only in the following cases:

  • Printing errors caused by us.

  • Defects in the product or production quality.

  • Products damaged during shipment.

In these cases, you must notify us within 7 days after delivery, including:

  • A clear description of the problem.

  • Photos of the defective or incorrect products.

5. Refunds

  • If your claim is accepted, we will offer either:

    • A replacement order (preferred solution), or

    • A refund for the defective part of the order.

  • Refunds will be processed via the original payment method within 14 days after approval of the claim.

6. Non-Returnable Items

  • Products that were customized according to your approved design.

  • Products damaged by misuse, negligence, or storage issues after delivery.

  • Any non-defective items beyond the 7-day claim period.

7. Contact

For return requests or complaints, please contact us via email:

info@CustomSharpie.eu

And provided your order number and request