Refund policy

🎨 Please note: Because all GonCustom products are custom-made with your personal details, we are generally unable to accept returns or exchanges for change-of-mind reasons. We encourage you to review your order details carefully before placing your order.

⏳ Please be reminded that our policy lasts 30 days from the delivery date or 45 days from the order date for replacement/refund requests only. If your purchase falls out of that timeframe, unfortunately, we can't offer you a replacement or refund.

✦ 1. When We Accept Returns or Replacements

We gladly replace or refund items if:

  • The item arrives damaged (torn, wrinkled, or misprinted due to production or shipping).
  • We made an error (wrong name, date, design, size, or color compared to your confirmed order details).
  • The item is significantly different from what was described in the listing.
  • Your package is confirmed lost by the shipping carrier.

We do not accept returns or offer refunds for:

  • Change of mind or ordering the wrong design.
  • Typos or errors in the details you provided at checkout (name, date, etc.).
  • Slight color variations due to monitor or screen settings. Colors may appear slightly different on different devices.
  • Delay-related dissatisfaction when tracking shows the order is in transit.
  • Requests made more than 30 days after delivery or more than 45 days after the order date.

✦ 2. How to Request a Return or Replacement

  • Contact us at cs@goncustom.com within 30 days of delivery.
  • Include your order number and clear photos of the item (front, back, and any damage).
  • Our team will respond within 1–2 business days with next steps.

💡 Note: Because all items are made-to-order, we typically do not require you to return the item for damaged or defective cases. We will process your replacement or refund after reviewing your photos.

✦ 3. Resolution Options

Depending on the situation, we will offer one of the following:

  • Replacement: We reprint and reship your item at no additional cost.
  • Store credit: Applied to a future GonCustom order.
  • Partial or full refund: Issued to your original payment method when a replacement is not possible.

Refunds are processed within 5–7 business days after approval. Depending on your bank, it may take additional time to appear on your statement.

✦ 4. Order Cancellations

  • You may cancel your order within 12 hours of purchase, before production begins.
  • To cancel, email cs@goncustom.com with your order number as soon as possible.
  • Once an order enters production, cancellations are no longer possible as your item has already been customized.

✦ 5. Exchanges

If you received a damaged, defective, or incorrect item and would prefer an exchange rather than a refund, we are happy to help. Contact us at cs@goncustom.com within 30 days of delivery with your order number and photos, and let us know you would like an exchange. We will send your replacement at no additional cost once we verify the issue.

We do not offer exchanges for customer ordering errors (wrong size, color, or design selected). Because every item is made-to-order specifically for you, we are unable to reuse or resell it. You are welcome to place a new order for the correct item.

✦ 6. Digital & Printable Files

  • All digital file sales are final and non-refundable once the file has been delivered.
  • If there is an error in the file we sent, we will correct and resend it promptly.

Questions? We're here.

Get In Touch

Have a question about a return, exchange, or your order? Email us and we will respond within 1–2 business days.

Email: cs@goncustom.com

Warehouse: GON Commerce Supply UG (haftungsbeschränkt)
Waltersdorfer Str. 82, 12526 Berlin

Last updated: March 2026