Return & Refund Policy

Last updated: April 16, 2026

At Bibersoner, we are committed to providing quality products and a clear shopping experience for every customer. Because some of our products may be customized, personalized, or made to order, please review this policy carefully before placing an order.

By placing an order on our website, you acknowledge that you have read and agreed to the terms below.

1. General Policy

We accept return, refund, replacement, or cancellation requests only in accordance with the conditions described in this policy.

Because many of our products are produced specifically based on customer selections, uploaded files, custom text, custom specifications, or made-to-order production arrangements, not all products are eligible for return, exchange, or refund.

We strongly encourage customers to carefully review all order details before submitting payment, including but not limited to:

• product type
• quantity
• size
• color
• material
• customization content
• spelling
• uploaded images or artwork
• shipping address
• contact information

2. Order Cancellation Policy

2.1 Cancellation Before Processing

Orders may be canceled within 12 hours after payment is successfully placed, provided that:

• production has not started
• customization work has not started
• packaging has not started
• shipping arrangements have not started

If the order is still in a pending or unprocessed state, we may approve the cancellation.

2.2 Cancellation After Processing Starts

Once any of the following has started, the order may no longer be canceled:

• design preparation
• material preparation
• printing / engraving / embroidery / assembly
• custom production
• packaging
• shipment booking
• dispatch preparation

For customized or personalized products, cancellation is usually not possible once production or customization work begins, because the item is being made specifically for you and cannot be resold in normal inventory.

2.3 How to Request Cancellation

To request a cancellation, please contact us as soon as possible at:

[email protected]

Please include:

• your order number
• your full name
• the email address used for the order
• the reason for cancellation

If your order is eligible, we will confirm the cancellation by email.

3. Standard Return Eligibility

For non-customized products, a return may be considered only if all the following conditions are met:

• the item is unused
• the item is unworn
• the item is unwashed
• the item is in original condition
• the item is in original packaging
• the return request is submitted within 7 days of delivery
• the return is approved by our support team before the item is sent back

Returns sent back without prior approval may be refused.

4. Important Rules for Customized / Personalized / Made-to-Order Products

This section is especially important.

4.1 Definition

For the purposes of this policy, customized / personalized / made-to-order products include any item made, prepared, printed, engraved, assembled, modified, or produced based on customer-specific choices or instructions, including but not limited to:

• customized text
• names, initials, numbers, dates, logos, slogans, or messages
• uploaded images, artwork, or designs
• special size or color requests
• made-to-order production
• customer-selected specifications not held as normal stock
• custom bundle or special order requests

4.2 No Return for Personal Preference

Because these items are created specifically for the customer, customized, personalized, and made-to-order products are generally non-returnable and non-refundable for reasons such as:

• change of mind
• no longer wanting the item
• ordered by mistake
• wrong selection made by the customer
• wrong size selected by the customer
• wrong color selected by the customer
• wrong material selected by the customer
• wrong design selected by the customer
• wrong quantity selected by the customer
• wrong text, spelling, date, name, initials, or number submitted by the customer
• customer uploaded the wrong image or low-resolution image
• customer dislikes the design after production based on their own submission or selection
• minor differences between screen display and final physical product
• minor differences in placement, scale, color tone, or handmade/production finishing that do not affect normal use

4.3 Customer Responsibility for Submitted Information

The customer is fully responsible for reviewing and confirming all customization details before placing the order.

This includes checking:

• spelling accuracy
• names and initials
• numbers and dates
• punctuation
• uploaded artwork or image quality
• design approval details
• selected options and specifications

If the final product is made according to the information, design, or instructions provided by the customer, it will not qualify for refund or return simply because the customer later discovers an error in their own submission.

4.4 Color / Display Differences

Please note that product colors may appear slightly different due to:

• monitor settings
• mobile screen settings
• lighting conditions
• material surface differences
• printing or finishing variations

Such minor color variation is considered normal and is not treated as a defect.

4.5 Minor Production Tolerance

For customized or handcrafted production, slight variations in:

• print position
• engraving depth
• stitching position
• color shade
• size tolerance
• finishing detail

may occur within normal production tolerance. These do not qualify as defects unless the deviation is substantial and clearly inconsistent with the confirmed order.

5. When Customized Products May Qualify for Refund or Replacement

Customized, personalized, or made-to-order items may be eligible for a remedy only in limited cases, such as:

• the item arrives damaged
• the item arrives defective
• the wrong item was sent
• the product was produced materially different from the confirmed order details due to our error
• there is a clear manufacturing defect that affects normal use

In such cases, the customer must contact us within 7 days after delivery.

We may request:

• order number
• photos of the package
• photos of the shipping label
• photos or videos of the product
• explanation of the issue

After review, we may offer one of the following solutions at our discretion:

• replacement
• remake
• partial refund
• full refund
• store credit

The remedy offered will depend on the nature and severity of the issue.

6. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please notify us within 7 days of delivery.

Your email should include:

• order number
• full name
• detailed description of the problem
• clear photos of the outer packaging
• clear photos or videos of the item
• photos showing labels, damage, or error details

If we determine that the issue was caused by us, we may choose to:

• send a replacement item
• resend the correct item
• remake the product
• issue a partial refund
• issue a full refund

We reserve the right to determine the appropriate solution based on the evidence provided.

7. Non-Returnable / Non-Refundable Items

The following items are generally not eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect due to our error:

• customized products
• personalized products
• made-to-order products
• special-order items
• clearance items
• final sale items
• used items
• washed items
• altered items
• items damaged by misuse, improper handling, or customer negligence
• items returned without approval

8. Return Authorization Requirement

Do not send any item back without contacting us first and receiving return instructions.

Unauthorized returns may be:

• refused
• delayed
• lost in transit responsibility
• deemed ineligible for refund

If a return is approved, we will provide return instructions.

9. Return Shipping Costs

9.1 If the Problem Was Our Responsibility

If the return is due to our confirmed error, such as:

• wrong item sent
• defective item
• damaged item caused before delivery
• confirmed production error

we may cover the reasonable return shipping cost, or we may choose another solution such as refund without return, replacement, or remake.

9.2 If the Return Is Customer-Based and Approved

If a non-customized item is approved for return for a reason not caused by us, the customer is responsible for:

• return shipping cost
• any original shipping cost
• any applicable handling or restocking charges

Original shipping fees are generally non-refundable.

10. Refund Processing

Once a refund is approved, the refund will be issued to the original payment method used for the purchase unless otherwise agreed.

Please allow approximately 5 to 10 business days for the refund to appear, depending on your bank, card issuer, or payment provider.

Refund outcomes may include:

• full refund
• partial refund
• store credit
• replacement instead of refund

The final solution depends on the product type, order condition, and issue involved.

11. Partial Refund Situations

In some cases, a partial refund may be issued instead of a full refund, including but not limited to:

• minor defect not affecting use
• minor shipping damage with product still usable
• partial issue affecting only part of the order
• customer accepts compensation instead of replacement
• customer keeps the product after agreeing to a partial refund arrangement

12. Refused Delivery / Failed Delivery / Incorrect Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

We are not responsible for delivery failure caused by:

• incorrect address
• incomplete address
• incorrect phone number
• failure to respond to courier communication
• refusal to accept delivery
• failure to clear customs when required
• unclaimed package

If a package is returned to us due to the above reasons, reshipping costs and handling costs may apply. Refunds in such cases may be reduced by shipping and handling charges.

For customized products, if the order has already been produced and the delivery issue is caused by the customer, the order may not be eligible for a full refund.

13. Customs, Duties, and Import Charges

For international orders, customs duties, VAT, import tax, brokerage fees, or related charges may be imposed by the destination country.

These charges are the responsibility of the customer unless otherwise explicitly stated on our website.

Refusal to pay customs charges does not automatically qualify the order for refund.

If a customized item is returned or abandoned due to unpaid customs charges, the order may be considered non-refundable.

14. Chargebacks and Disputes

If there is an issue with your order, we encourage you to contact us first so we can try to resolve the matter fairly and efficiently.

Initiating a payment dispute or chargeback without first contacting us may delay the resolution process.

We reserve the right to provide order records, production records, shipping records, proof of customization, communication records, and delivery evidence to the payment provider in response to any dispute.

15. Contact Information

If you need help regarding cancellation, return, refund, replacement, or a customized order issue, please contact us:

Bibersoner Customer Support
Email: [email protected]