Refund policy
The Custom Vibe — Return & Refund Policy
EU consumer rights
For consumers in the European Union, mandatory rights applicable to your purchase take precedence over this policy. Goods genuinely made to your specifications or clearly personalized may be exempt from the usual 14-day change-of-mind withdrawal right; printing after purchase alone does not establish that exemption. Customization does not remove your statutory remedies for faulty, misdescribed or otherwise non-conforming goods. Our 14-day photo request is not a deadline for exercising statutory rights. Cancellation fees, artwork-error terms, bulk-order procedures and refund conditions or timing do not restrict any applicable statutory withdrawal right or remedy. You can contact support@thecustomvibe.com to exercise your rights.
Thank you for choosing The Custom Vibe (thecustomvibe.com). This policy explains our commercial cancellation, return and refund terms alongside any mandatory consumer rights that apply to your purchase.
1. Non-Faulty Returns and Exchanges
We do not offer voluntary physical returns or exchanges for non-faulty items. This does not limit any withdrawal, return, refund or other remedy required by applicable law. Please review the size chart before ordering.
For EU consumers, the no-change-of-mind rule above applies only when the goods are genuinely made to your specifications or clearly personalized and the statutory exception applies. Printing after purchase alone is not enough. Where the exception does not apply, the usual statutory 14-day withdrawal right after delivery is preserved. Faulty or misdescribed goods remain subject to statutory remedies, including where a size supplied does not match the order.
Exercising an applicable EU withdrawal right: You may withdraw without giving a reason before delivery and for at least 14 calendar days after you, or a person you nominate other than the carrier, receive the goods. For goods in one order delivered separately, the period runs from receipt of the last item; for an item delivered in several parts, from the last part. If the deadline falls on a non-working day, it extends to the next working day. Any longer period required by applicable law remains available.
Notify us with a clear statement of withdrawal sent to support@thecustomvibe.com before the applicable deadline. Please include your name and order number, if available, so we can identify the purchase. A timely, valid withdrawal notice does not depend on our approval. We review the actual purchase and any applicable personalization exception manually; submitting a request does not trigger an automatic refund. Our review does not postpone the legal refund deadline.
No physical return for valid EU statutory withdrawals: We waive the requirement to send back the goods. You may keep them; no return shipping charge or proof of return is required. We do not deduct the 30% commercial design fee or a restocking fee from a valid statutory withdrawal refund. This arrangement does not limit your separate rights for defective, misdescribed or otherwise non-conforming goods.
2. Order Cancellation
You may cancel your order before it has shipped. If you cancel before you receive your custom mockup preview, you receive a full refund. If you cancel after receiving the preview but before shipment, a design fee of 30% of the canceled physical-product subtotal after discounts applies where permitted by law and only where these terms were disclosed before you placed the order. Shipping charges, taxes and separately purchased digital-design-file charges are excluded from the fee calculation. This cancellation design fee is separate from the price of any digital design file you choose to purchase. To cancel, email support@thecustomvibe.com with your order number.
For EU consumers, the pre-shipment cutoff and 30% commercial design fee do not apply to the exercise of an applicable statutory withdrawal right or other mandatory remedy. Contact support@thecustomvibe.com to notify us of withdrawal or request help.
3. Manufacturing Defects
If the garment arrives with a defect (broken stitching, fabric tear, printing misalignment), email a clear photo to support@thecustomvibe.com within 14 days of delivery. We will remake or fully refund at no cost to you.
For a defective item, we arrange a replacement without requiring you to return the defective item. This does not limit any refund or other remedy available under this policy or applicable law.
For EU consumers, this 14-day photo request helps us investigate promptly; it is not a deadline for statutory rights and does not limit the remedies required by law.
4. Buyer-Supplied Artwork Errors
We match your approved artwork proof exactly. Errors in the artwork you provided (typos, low-resolution logos, or colors you approved) cannot be refunded.
5. Bulk Orders (10+ Units)
For crew uniforms, family-business bundles, or seasonal hires, contact support@thecustomvibe.com first. We handle bulk defect replacement on a case-by-case basis.
6. Refund Timing
Approved refunds appear on your original payment method within 5-10 business days.
EU statutory withdrawal refunds: For a valid withdrawal, we reimburse all payments we received for the purchase covered by the withdrawal, including taxes paid to us and standard outbound delivery costs. We need not reimburse the extra delivery cost if you expressly chose a service more expensive than our least expensive standard delivery option. We reimburse without undue delay and no later than 14 calendar days after you inform us of your decision to withdraw, using the original payment method unless you expressly agree to a different method without any refund fee. We do not require you to accept store credit. Because we waive physical returns, we do not withhold reimbursement while waiting for goods or proof of return. This deadline runs from your withdrawal notice, not from our manual review or approval; the 5-10 business-day statement above does not extend it.
Questions? Email support@thecustomvibe.com. We reply within 24 business hours, Monday–Friday.
