Effective Date: 2024

Overview
At Custom Pop, we are committed to ensuring your satisfaction with every purchase. Our Refund and Returns Policy is designed to provide clarity and transparency regarding the process of returning items and obtaining refunds. We understand that situations may arise where returns are necessary, and we aim to facilitate this process efficiently and effectively.

1. Cancellations
Orders for Custom Pops can be canceled within a specific timeframe after placing your order, typically before the customization process starts. Please contact us immediately at info@custompop.co.za with the subject line “Cancel Order #[order number]” and include your order number in the email. We will check the status of the order and inform you if it is possible to cancel. Typically, the lead time before starting the process where an order can be canceled is 1-2 days. If the cancellation request was successful and confirmed via email, we will refund the funds received via the same payment method used for the purchase. If we receive a cancellation request after work on your Custom Pop has begun, we are unable to accept cancellations due to the personalized nature of the product and the resources invested. We do provide options and revisions to ensure the final product meets your specifications.

2. Refunds
If the cancellation was received in time, typically 1-2 days after placing the order, we can provide a refund for the original amount minus a 15% processing fee. This fee covers the charges imposed by the Payment Gateways for processing the transaction. The refund will be processed through the same payment gateway used for the purchase. We are subject to the refund policy of the payment gateway provider, which typically has a 3-10 working day waiting period for the funds to reflect back in your account.

We do not offer refunds after the customization process has started, as each figure is uniquely crafted based on personal specifications, rendering it non-resellable. During the creation process, you have three opportunities for revisions to ensure the final product meets your expectations. If you remain unsatisfied after these revisions, please contact us for further assistance.

3. Damage During Shipping
If your Custom Pop arrives damaged, please contact us immediately at info@custompop.co.za
with the subject line “Damaged Due to Shipping Order #[order number]” and include your order number in the email. In the body of the email, provide a detailed description of the damage and include clear photographs if possible.

All items are carefully inspected and securely packaged before shipment. As our products are handmade and delicate, minor parts may occasionally shift during transit.

We do not offer refunds. However, we will assess the damage and, where possible, offer a repair solution. If the item needs to be returned for repair, we will provide the necessary instructions. Repair costs, if applicable, will be communicated to you before proceeding.

4. Exchange & Return
As all Custom Pops are personalized and made to order, we do not offer refunds, returns, or exchanges.

If your item is defective or damaged, please contact us as outlined above so we can review the matter and determine whether a repair is possible.

Damage resulting from misuse, mishandling, accidental drops, exposure to heat, water damage, damage during shipping or personal preference changes are non-refundable.

5. Address Changes
If you need to change the shipping address, please send us an email at info@custompop.co.za with the subject line “Change Shipping Address Order #[order number]” and include your order number in the email. In the body of the email, provide the current shipping address and the address that you would like to change it to. We can accommodate address changes until your order leaves our facility.

Disclaimers

Product and Product Image
Please be aware that the actual Custom Pop you receive may have slight differences from the final revision image provided during the creation process. This is due to the nature of hand-painting and the variation in materials, where colors and finishes can appear differently in physical form compared to digital previews. Our artists strive for accuracy and work closely to match your specifications, but minor discrepancies can occur. We ensure these variations do not compromise the overall quality and likeness of your Custom Pop. Understanding and accepting this inherent aspect of custom art is appreciated as we do not offer refunds or returns based on these slight differences.

All sales are final once the item is delivered to the customer. Custom Pop reserves the right to amend this policy at any time, with notifications of changes published on this page. For inquiries regarding cancellations or other policies, please contact our Customer Service Representatives at info@custompop.co.za.