Refund policy

Eccentric Customizing — Refund & Return Policy

At Eccentric Customizing, every creation is thoughtfully crafted with intention, precision, and a commitment to delivering pieces that feel personal, meaningful, and uniquely yours. To maintain the integrity of our work and ensure a smooth experience for all customers, the following policy applies to all orders.

🇹🇹 LOCAL ORDERS — Trinidad & Tobago

✨ Custom & Personalized Orders Each custom piece is designed specifically for the individual who orders it. Because of this bespoke approach, refunds and returns are not available for:

  • Personalized items (names, wording, photos, custom requests)
  • Made-to-order products
  • Digital design files
  • Items damaged due to customer handling

Once a design is approved and production begins, the order cannot be cancelled, altered, or refunded.

🖋️ Design Approval Before your item is crafted, you will receive a mockup or confirmation to verify correct spelling, colors, layout, and product type. Approval confirms all details are accurate. Eccentric Customizing cannot be held responsible for errors approved by the customer.

🌟 Craftsmanship Guarantee (Shop Error) We stand by the quality of every item we produce. We will replace an item if:

  • The design differs from the approved mockup
  • There is a noticeable defect prior to delivery
  • The wrong product was created

To request a replacement: notify us within 48 hours of receiving your order, provide a clear photo or video of the issue, and return the unused item if required. Replacements are provided for the same item and design originally ordered.

📦 Delivery & Pickup Once an item has been collected or handed to the courier, responsibility for delivery timing and transit handling shifts to the courier. Customers are responsible for ensuring correct delivery details are submitted.

💳 Refund Eligibility Refunds are only issued if: we are unable to complete your order, a shop error cannot be resolved with a replacement, or the item becomes unavailable after payment. Refunds are processed using the original payment method.

🔁 Exchanges Personalized items cannot be exchanged. Non-custom items may be exchanged within 3 days if unused, unopened, and in original packaging.

🧾 Proof of Purchase All refund or replacement requests must include a receipt, payment confirmation, or order number.

🌍 INTERNATIONAL ORDERS

All custom order terms above apply. Additionally:

  • International orders are final sale — no returns or exchanges due to customs, import duties, or transit delays
  • Customers are responsible for all import duties, taxes, and customs fees upon delivery
  • Shipping timeframes are estimates only — delays caused by customs are outside our control
  • For shop errors on international orders, replacements will be reshipped at no cost; however, return shipping costs are the customer's responsibility
  • Eccentric Customizing is not liable for packages lost or damaged in international transit once handed to the courier

📬 Connect With Us For concerns or queries, reach out anytime via Instagram, Facebook, TikTok, or WhatsApp. We're here to assist you with care and clarity.