Refund and Return Policy

At CustomHive, your satisfaction is our priority. We understand that issues may arise, and we are committed to resolving them promptly and fairly. Please review our refund and return policy, which complies with U.S., European, and Indian consumer protection laws.

Cancellations

• Order Cancellation by Customer:

  • Orders can be canceled within 24 hours of placement if production has not yet started.
  • Once production begins, cancellations are not allowed.
  • To cancel your order, please contact us at [email protected] with your order details.

• Order Cancellation by CustomHive:

  • We reserve the right to cancel an order due to unforeseen circumstances such as unavailability of stock, production issues, or regulatory restrictions.
  • Customers will receive a full refund for canceled orders.

Issue Reporting Timeframes

• Damaged/Defective Products:

  • Issues must be reported within 7 days of delivery.
  • Please provide clear photos and a detailed description of the problem.

• Non-Receipt of Order:

  • If your order hasn’t arrived within the estimated delivery timeframe, please report it within 30 days of the expected delivery date.

• Reports submitted after these timeframes may not be eligible for resolution or refund.

Damaged/Defective Product Policy

• If you receive a damaged, defective, or incorrect product, we will replace it at no additional cost or issue a full refund.
• To process your claim, we require:
  • Photos of the product and packaging.
  • A description of the issue.
• CustomHive adheres to the Consumer Rights Act (UK), FTC regulations (US), and Consumer Protection Act (India) to ensure your rights are protected.

Non-Defective Return/Exchange Policy

• Custom Products:

  • Due to the personalized nature of print-on-demand items, returns or exchanges are not accepted for non-defective products.
  • Please ensure all details (e.g., size, design, color) are correct before placing your order.

• Non-Custom Products:

  • Returns or exchanges for non-customized products are accepted within 14 days of delivery.
  • Products must be unused, in their original packaging, and accompanied by proof of purchase.
  • Return shipping costs are the responsibility of the customer, except in cases where CustomHive made an error.

Refund Timeframe

• Refunds are processed once the returned product is received and inspected, or once the issue is confirmed for defective items.
• Refunds will be issued via the original payment method:
  • U.S. Customers: Refunds typically take 5–7 business days.
  • European Customers: Refunds are issued within 14 days per EU Consumer Rights Directive.
  • Indian Customers: Refunds are processed within 7–10 business days under the Consumer Protection Act.

Support Contacts

• If you have questions or need assistance, our support team is here to help:
  • Email: [email protected]
  • Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (local time)

Legal Compliance

Our policies are designed to comply with the following laws:

• U.S.: Federal Trade Commission (FTC) regulations for refunds and replacements.
• Europe: EU Consumer Rights Directive, ensuring clear terms for returns and refunds.
• India: Consumer Protection Act (2019), providing grievance redressal and refund timelines.

CustomHive is committed to ensuring that your experience with us is hassle-free. Please don’t hesitate to contact us with any concerns or inquiries.