RETURN & REFUND POLICY

 

Applies to customers in the United Kingdom and international countries.

Brand: CUSTOMLYVIBE

Operated by: TMX ECOMMERCE LTD

 

1. Return Eligibility

 

We accept returns for both defective and non-defective items. Products may be returned if they are in new or slightly used condition.

You may request a return for reasons such as receiving the wrong item, size issues, damaged items, or simply changing your mind.

2. Return Window

 

You may request a return or exchange within 30 days from the date your order is delivered.

Requests made after 30 days may not be eligible.

3. Exchanges

 

We accept exchanges for size changes, color changes, and for defective or incorrect items.

 

Exchange shipping cost:

  • Customer preference exchanges (such as size or color changes): Customer pays return shipping.

  • Defective or incorrect items: SatiLotus covers the shipping cost for the replacement.

 

Exchange processing time:

Exchanges are processed within 3 business days after we receive the returned item.

4. Return Shipping Cost

 

Return shipping fees are the customer’s responsibility, except in cases of defective or incorrect items.

We do not provide prepaid return labels.

No restocking fees apply.

5. Refund Processing Time

 

Refunds are issued within 8 business days after we receive and inspect the returned item.

Refunds will be sent to the original payment method.

Original shipping fees, if any, are non-refundable.

Bank or payment provider processing times may vary.

6. Lost or Missing Packages

 

If a package is marked as delivered but has not been received, please contact us within 7 days of the delivery date.

We will investigate the issue with the carrier. A replacement or refund will be issued depending on the investigation outcome.

 

If tracking has not updated for more than 10 consecutive days, contact us and we will assist you.

7. Damaged or Incorrect Items

 

If an item arrives damaged, misprinted, or incorrect, please contact us within 7 days of delivery.

Provide photos of the damaged or incorrect item.

We will offer a free replacement or a full refund. SatiLotus covers all shipping costs for defective or incorrect products.

8. Return Exceptions

 

We accept returns for all products, including personalized and custom-made items, as long as the item is returned within the 30-day return window and meets our standard return conditions.

 

In rare cases, a return may be declined if the product shows excessive wear or significant damage caused by improper use, if essential components are missing, or if the item is returned beyond the 30-day period.

These guidelines ensure fairness for all customers.

9. International Returns

 

International customers are eligible for returns and exchanges under the same conditions as United Kingdom customers.

Customers are responsible for international return shipping costs unless the item is defective or incorrect.

Refunds are issued within 8 business days after the returned item is received and inspected.

10. Step-by-Step Return Instructions

 

Step 1: Contact us at support@customlyvibe.com with your order number, reason for return, and photos if applicable.

Step 2: Our support team will review your request and provide return authorization and instructions.

Step 3: Pack the item securely in its original packaging or other suitable packaging. Include your name, order number, and reason for return.

Step 4: Ship the item to the return address below.

Step 5: Once we receive the returned item, we will inspect it within 1–2 business days.

Step 6: Refunds are issued within 8 business days, and exchanges are processed within 3 business days.

11. Return Address

 

82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE

12. Contact Information

 

Address: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE

Email: support@customlyvibe.com

Support Hours: Monday – Friday, 6:00 AM – 5:00 PM (GMT/BST)