Refund and Returns Policy

Thank you for your purchase from Custom Thongs. We strive to ensure your complete satisfaction with every order. This policy outlines the terms and conditions for returns and refunds should you not be entirely satisfied with your purchase.

Definitions

For clarity within this policy:

Company: Refers to Custom Thongs, accessible via our website, https://customthongs.us/.
Goods: Pertains to the products available for purchase on our Service.
Order: Signifies a request initiated by you to acquire Goods from us.
Service: Refers to our Website.
Website: Our online platform, https://customthongs.us/.
You: Denotes the individual or entity accessing or utilizing our Service.

I. Cancellation Policy

Should you wish to cancel an order, you may do so unconditionally within 12 hours of completing your purchase. After this 12-hour window, the order will have entered the processing stage, and cancellations can no longer be accommodated.

II. Returning Goods

We are committed to providing you with the correct and high-quality products you expect. We accept returns exclusively when the issue originates from Custom Thongs. This includes, but is not limited to, the following circumstances:

Incorrect Size: The Goods received do not match the size specified in your order details.
Incorrect Design/Print: The design or print on the Goods differs significantly from the product image displayed on our website.
Damaged Goods: The Goods arrive damaged (e.g., peeling, tearing, breaking).
Incorrect Style: The style of the Goods received is different from what was ordered (e.g., a long-sleeve Hawaiian shirt instead of a standard Hawaiian shirt).

Should any of these issues occur, please contact our customer support team promptly at support@customthongs.us. We aim to respond within 24 hours to resolve the matter efficiently.

Return Conditions and Process:

You are responsible for the shipping costs and risks associated with returning the Goods to us.
You must report any of the aforementioned issues to Custom Thongs within 14 days of receiving the Goods, based on tracking information. Returns reported after this 14-day period cannot be accepted.
All returned Goods must be unworn, unwashed, and in their original packaging with all tags attached. Items showing signs of wear, use, or alterations will not be eligible for return.
The return processing period may take up to 25 business days from the date we receive the returned Goods.

Important Note: We are not responsible for Goods damaged or lost during return shipment. We strongly advise using an insured and trackable mail service. A refund cannot be issued without actual receipt of the Goods or verifiable proof of return delivery.

III. Refunds

Refunds are issued to the original payment method used for the purchase (e.g., credit card, PayPal). If the original payment method is no longer valid, please contact our customer support team to arrange an alternative.

Upon receipt of the returned Goods (provided they meet the return conditions outlined above), refunds will be processed within 1-5 business days. Please allow an additional 3-7 business days for the refund to reflect in your account, as processing times may vary depending on your bank or payment provider.

IV. Exchanges

Our policy generally does not accommodate direct exchanges for all circumstances. However, if an issue arises due to our error, such as receiving the wrong size, design, or a damaged product, we will facilitate a replacement:

We will ship the correct replacement product directly to you at no additional cost.
You are not required to place a new order for such exchanges.