Returns and Refunds
Returns
If you receive a damaged, faulty, or incorrect item, please contact us immediately at info@customena.com with your order number and photos. We’ll arrange a replacement or full refund as quickly as possible.
Returned Products should be sent back to us in their original condition, together with the original packaging and all tags.
No Refunds on sale or personalised items
Refunds
You have 14 calendar days to request a refund. Any Product(s) returned must be sent to us within 14 days from the date you notify us of your intention to return the Product(s).
Once your return is received and inspected, we’ll notify you by email.
If approved, your refund will be processed to your original payment method within 7–10 working days (excluding weekends and bank holidays).
Please note: Original shipping costs are non-refundable.
How to Start a Return
To request a return:
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Click on this link Refunds, and add details.
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Wait for confirmation and return instructions before sending your item.
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Repack the item securely and use a tracked delivery service. We recommend keeping your postal receipt until your return is processed.
Customers are responsible for return postage costs unless the item is faulty or incorrect.
Late or Missing Refunds
If you haven’t received your refund after 14 working days:
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Check your bank or PayPal account again
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Contact your payment provider, it may take time before the refund appears
If you’ve done all this and still haven’t received it, please contact us at info@customena.com