Refund policy

Return Policy

Our products are made-to-order and custom printed, therefore returns and exchanges for customer convenience are not accepted. We only accept returns for defective products, damaged items, or incorrect shipments.

Return Conditions

Due to the custom-made nature of our products, we cannot accept returns or exchanges for the following reasons:

  • Wrong size, color, or design choice
  • Different from expectations
  • Change of mind after ordering

However, we will address the following cases:

  • Product has defects or printing errors
  • Item was damaged during shipping
  • Wrong item was delivered

Non-Returnable Items

The following items cannot be returned:

  • All custom-printed products for customer convenience reasons
  • Opened items
  • Sale items and outlet products
  • Items that cannot be returned for hygiene reasons (beauty products, etc.)
  • Perishable goods (food, fresh flowers, plants, etc.)
  • Hazardous materials, flammable liquids or gases
  • Gift cards

Damaged, Defective, or Wrong Items

If your item has defects, printing errors, damage, or if you received the wrong item, please contact us at machioto.com@gmail.com within 14 days of receiving your order with the following information:

  • Order number
  • Detailed description of the issue
  • Multiple photos showing the entire product and the problem area

After review, we will provide one of the following solutions:

  • Free replacement with the correct product
  • Full refund

Important: In most cases, you do not need to return the defective item. We can process your claim based on photo verification. If a return is necessary, we will provide you with the return address.

Size and Design Changes

As our products are custom-made to order, we do not offer exchanges for size or design changes. If you would like a different size or design, please place a new order separately.

We recommend carefully reviewing our size guides and product descriptions before placing your order.

Refunds

For confirmed defective, damaged, or incorrectly shipped items:

  • Full refund (no restocking fee)
  • Refunds will be automatically processed to your original payment method within 10 business days of confirmation

Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 16 business days have passed since confirmation, please contact us at machioto.com@gmail.com.

For European Union (EU) Customers

If goods are shipped to the European Union, you have the right to return your order within 14 days under the EU Consumer Rights Directive.

However, as our products are custom-made according to your specifications, they fall under the exception for "goods made to the consumer's specifications" in the EU Consumer Rights Directive, and the right of withdrawal for customer convenience does not apply.

For defective, damaged, or incorrectly shipped items, we will provide a full refund or free replacement as stated above.

For inquiries from within the EU, please contact us at machioto.com@gmail.com.

For Customers in Other Countries/Regions

In some countries or regions, local consumer protection laws may provide additional protections. However, as our products are custom-made items, they are recognized as "made-to-order goods" in many jurisdictions and are exempt from standard return rights.

Any rights guaranteed by the laws of your country or region remain valid regardless of the contents of this policy.

If you have any questions, please contact us at machioto.com@gmail.com.