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Returns & Refunds
Custom-made, fairly handled.
Every Ezcustomcar product is built to order, so returns work a little differently. Here is exactly what qualifies, what we need to see, and how the refund process works.
The short version. By ordering with Ezcustomcar, you accept this policy along with our Terms of Service, Shipping Policy, and Privacy Policy. You have 30 days from delivery to request a return or refund. Cancellations are allowed within 2 hours of order placement. A 3% transaction fee applies to approved refunds.
The three numbers to remember
30 days
Eligibility window
Return, refund, and replacement requests must be submitted within 30 calendar days from delivery.
2 hours
Cancellation window
Orders may be cancelled or modified within 2 hours of placement, before production begins.
3% fee
Transaction fee
A non-refundable processing fee is retained from approved refunds to cover gateway costs.
How refunds work
01
Eligibility period
Our return and refund policy is valid within 30 calendar days from the date you receive your order. If 30 days have passed since delivery, we unfortunately cannot offer a return, refund, or exchange.
02
Customers in Brazil: import duties & customs reimbursement
For Brazilian customers, please refer to our Shipping Policy for the full procedure on customs duties and our tax reimbursement program.
Unpaid customs voids refund
If import taxes are not paid and the package is returned to us, no refund can be issued, as this situation is outside our control.
03
Custom product disclaimer
All products sold by Ezcustomcar are custom-made on demand. Refunds are not available for issues caused by buyer preference or measurement errors. They are available when something goes wrong on our side.
Not eligible for refund
- Buyer’s remorse or change of mind after production has started.
- Minor colour variation (within 20%) due to screen differences or photography lighting.
- Sizing issues caused by incorrect measurements provided by the customer.
Eligible for refund
- Defective or damaged on arrival.
- Incorrect size, design, or variant compared to the order.
- Lost or undelivered due to a shipping error.
04
Required evidence for return or replacement
To ensure a fair and prompt process, you must provide clear photographic evidence when making a return or replacement request. Incomplete or unclear submissions cannot be processed.
a. Wrong item shipped
- Photo of the item received.
- Photo of the shipping label.
b. Size issue
- Photo of the product received.
- Photo of the shipping label.
- Measurement photo with a ruler (insole/outsole length).
- Photo of the size tag on the item.
c. Damaged or broken
- Photo clearly showing the damage.
- Photo of the shipping label.
Please submit all required evidence to [email protected] within 30 days of receiving your order.
05
Delivered but not received
If your tracking status shows “Delivered” but you have not received your package, please contact us at [email protected] as soon as possible.
30-day claim window
All claims must be submitted within 30 days from the delivery date shown in the tracking information. After this window, we cannot process compensation, replacements, or refunds.
06
Inner lining disclaimer
The inner lining of products (e.g. hood lining, jacket lining) may vary depending on the manufacturing batch and may not exactly match what is shown in product descriptions or mockups.
Confirm inner lining within 24 hours
If you require specific confirmation of inner lining details, contact us within 24 hours after placing the order. Ezcustomcar is not responsible for returns, refunds, or exchanges related to inner lining differences if no such request is made within this timeframe.
07
Replacement (if applicable)
If an order is confirmed as lost in transit, Ezcustomcar will send a replacement confirmation email to the customer’s registered address.
- Customers must confirm within 24 hours of receiving the email.
- If no response is received, Ezcustomcar will automatically reproduce and reship the order to ensure timely delivery.
Once a replacement is processed
No further edits, cancellations, or refunds can be accepted for the original order.
08
Return shipping
In most cases, we do not require customers to return the item. However, if a return is requested by our support team:
- The customer is responsible for the return shipping costs.
- A return address will be provided upon approval of the request.
09
Refunds (if applicable)
Once your request is approved and, if applicable, the item is received and inspected:
- We will notify you via email regarding the approval or rejection of your refund.
- Approved refunds are processed back to your original payment method within 7 – 10 business days.
Refund deductions
Please note before requesting:
- A 3% transaction fee is retained from the total order amount as a non-refundable processing cost.
- Refunds do not include tips or shipping fees if the customer has already received the product.
- For partial refunds, the refunded amount is adjusted based on any discounts or promotions applied to the original order.
10
Late or missing refunds
If you have not received your refund yet, please work through these checks in order:
- Re-check your bank account Sometimes the transaction posts a day or two after our system confirms it.
- Contact your credit card company It may take time before your refund is officially posted on their side.
- Contact your bank Bank processing times can take up to 5 business days.
- Email us If all else fails, reach out at [email protected] with your order number.
11
Unreachable recipient
If your order arrives in the destination country but the local courier or customs office cannot contact you (due to invalid or unreachable contact information), the package may be held or returned.
Contact info is the buyer’s responsibility
In these cases, Ezcustomcar cannot be held responsible, and refunds will not be issued.
12
Sale items
Only regular-priced items are eligible for a refund. Sale or promotional items are non-refundable and non-exchangeable, unless damaged or incorrect.
13
Exchanges
We only replace items if they are defective, damaged, or produced incorrectly. To request an exchange, email [email protected]. Once approved, we will issue a replacement at no cost.
14
Cancellations
Orders may be cancelled or modified within 2 hours of placement. After that, production begins and orders become non-cancellable.
Management & transaction fee
A 3% management and transaction fee will be deducted from your refund on cancellations.
Talk to us
Contact
If you have any questions or need assistance with a return or refund, please contact us:
Need a return or refund?
Send your photos. We will sort it.
Email us with your order number and the required photos. Approved refunds process within 7 to 10 business days. Real human reply within one business day.