Return and Exchange Policy

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CustomJacketHouse is committed to a simple, transparent shopping experience. If you have any questions or run into an issue with your order, reach out to us via email and our team will resolve it promptly.

1. Return/Exchange Timeframe

30-day return or exchange policy from the delivery date.
After 30 days, no returns or refunds can be processed.

2. Order Cancellations

Orders may be canceled before dispatch or before a shipping label has been created for a full refund.
Once a shipping label has been created or the order has been dispatched, cancellations are no longer possible.
After delivery, customers may request a return in accordance with our Return Policy.

3. Return Process Designed for Your Convenience

Returns for change of mind are accepted within 30 days. Return shipping costs are the customer’s responsibility.
Email sales@customjackethouse.com with your order number, item name, and reason for return.
We’ll confirm your request and share the return business address — please don’t send items back before confirmation.
Pack the item securely and share the return shipping receipt or tracking number with our team.

4. Defective and Non-Defective Returns

Defective, damaged, or incorrect items: we cover the return shipping cost.
Non-defective returns (size, fit, or preference): the customer covers the return shipping cost.

5. Restocking Fee

We do not charge any restocking fee. Once the returned item is received and inspected, a full refund will be issued. The customer is only responsible for the return shipping cost.

6. Size & Fit Issues

Report any size or fit issue within 30 days of delivery.
If the item matches our size chart, returns or exchanges are accepted under our Return Policy.
Return shipping costs are the customer’s responsibility for size or fit preferences.
If the size chart is inaccurate or we send the wrong size, we will accept the return or exchange at our expense.
Where a return is not preferred, a discounted replacement may also be offered, subject to the situation.

7. Color & Design Concerns

If the color or design received is significantly different, contact us within 30 days with photos.

8. Damaged or Missing Orders

Report damaged or defective items within 30 days with clear photos.
Items lost in transit are replaced or recovered at no extra cost.

9. Customized Orders

Customized products are non-refundable and non-returnable, unless defective.
Additional charges apply for custom requests.

10. Exchanges

Accepted exchange conditions may apply.
Size or color exchange requests can be made within 30 days of delivery.
Exchanges are subject to stock availability.
Return shipping for preference-based exchanges is the customer’s responsibility.

11. Delivery Refusals or Missed Deliveries

Refused deliveries or no response to courier/customs: CustomJacketHouse is not responsible for destroyed, returned, or undelivered parcels.
Reshipping charges due to an incorrect or incomplete address are the customer’s responsibility.

12. Customs Duties & Regional Charges

Import duties, taxes, and tariffs are the buyer’s responsibility.
If unpaid customs charges cause a parcel to be held, returned, or lost, CustomJacketHouse is not liable for issuing a refund.

13. Shipping Delays

No refunds are issued for shipping delays caused by weather, holidays, or courier logistics beyond our control.

14. Refund Processing

Refunds are issued after inspection by our quality control team.
Refunds are processed within 07 days to reflect in the customer’s account.
Refunds go to the original payment method, or an alternate method if that’s unavailable.