Return & Refund Policy

At CY Embroidery Store, we take product quality seriously. Please review our return and refund policy before placing your order.

 

Returns

We only accept returns for products that arrive damaged, defective, incorrect, or significantly different from the confirmed order.

We do not accept returns for products without quality issues, including returns due to a change of mind, ordering the wrong product, choosing the wrong size or design, or other personal reasons.

 

Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, incorrect, or does not match the confirmed order details, please contact us within 7 days of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photos showing the product and the problem
  
  

We will review your request and provide an appropriate solution based on the circumstances.

Depending on the issue, we may offer a refund, replacement, or remake.

 

Custom and Personalized Products

Custom-made and personalized products are produced according to customer-approved artwork, text, colors, sizes, and other specifications.

Because these products are made specifically for each customer, they cannot be returned or refunded due to a change of mind, incorrect customer-provided information, or other non-quality-related reasons.

If a custom product arrives damaged, defective, or significantly different from the approved order specifications, please contact us so that we can review the issue.

 

Return Shipping Costs

If a return is required because the product is defective, damaged, incorrect, or caused by an error on our part, we will provide return instructions and cover the reasonable return shipping cost when applicable.

Customers should not return products without contacting us first.

 

Refunds

Once your request has been reviewed and approved, eligible refunds will be issued to the original payment method.

Please allow approximately 3–7 business days for us to process an approved refund.

Additional processing time may be required by your bank or payment provider.

 

Exchanges

We do not offer standard product exchanges.

If a product has a confirmed manufacturing defect or we supplied an incorrect product, we may provide a replacement or remake as part of the resolution.

 

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

Orders may be cancelled before processing or production has started.

Custom or personalized orders cannot normally be cancelled once artwork has been approved or production has begun.

 

Non-Returnable Situations

We do not accept returns for:

• Change of mind
• Ordering the wrong product
• Incorrect size, color, text, or design selected by the customer
• Customer-provided artwork or information errors
• Used, washed, altered, or damaged products after delivery
• Custom or personalized products without manufacturing defects
  
  

Contact Us

If you have a problem with your order, please contact us before returning any product.

CY Embroidery Store
Website: cyembroideryfactory.com
Email: wendy@chengyicomputerembroidery.com