Refund policy

RETURN & REFUND

Since our products are 100% handmade and fully customized, we cannot offer refunds, returns, or exchanges once orders are shipped—we appreciate your understanding of the unique nature of custom craftsmanship.

Please take a moment to review your selected products carefully when placing your order. If you spot any errors, feel free to contact us via the provided channels to adjust details within 12 hours. After this window, production will start, and orders can no longer be modified.

If you receive a product that doesn’t match your order (e.g., the wrong mobile phone case model), we will approve a refund only if the error is on our end—we’re committed to resolving such issues promptly.

All products here are handmade, so small differences in decorative elements (like accessories) may happen. We’ll always strive to make the final product as consistent with your expectations as possible.

 

CHANGE OR CANCEL ORDER

For order modifications or cancellations, please reach out to us within 2 hours and share the specific details that need updating. We will confirm the revised information with you promptly to ensure accuracy.

You are welcome to cancel your order unconditionally within 12 hours of placing it, though a 10% cancellation fee (calculated based on your total order price) will apply. This is because our bank also charges us a fee of the same amount for transaction cancellations, and we appreciate your understanding.

Kind Reminder: Unfortunately, we cannot accommodate order cancellations 12 hours after the order is generated.

 

CONTACT INFORMATION

We are a China-based merchant, and there may be a notable time difference between our time zones. If we cannot respond to you right away, we sincerely appreciate your patience. Please be assured that we take all your questions seriously and will get back to you as soon as possible. You are always welcome to contact us via email at any time.

Email: hsyhandmade@outlook.com

Instagram Chat: hsy.decoden