Returns & Exchanges
1. General Policy
Desoma values customer satisfaction and aims to provide high-quality products. Because many of our products are made-to-order or feature custom designs, refund eligibility may vary.
2. Eligibility for Refunds
Refunds or replacements may be granted under the following conditions:
- You received a defective or damaged item.
- You received the wrong item or size compared to your order.
- The item did not arrive within 45 days of shipment (for international orders).
3. Non-refundable Items
Refunds are not available for:
- Custom-made or personalized products unless defective.
- Digital downloads or virtual items once delivered.
- Normal wear, misuse, or user damage.
4. Refund Request Procedure
To request a refund, please contact our support team within 7 days of receiving your order, providing:
- Order number
- Photos of the product and packaging
- Description of the issue
After verification, our team will inform you whether your refund or replacement is approved.
5. Refund Method
Approved refunds will be issued to the original payment method within 7–14 business days after confirmation.
6. Return Shipping
If the refund is due to Desoma's error (e.g., defective or incorrect item), return shipping costs will be covered by Desoma. Otherwise, customers are responsible for return shipping fees.
7. Order Cancellation
Orders may be canceled within 12 hours of placement, provided production has not yet begun. Once printing or processing starts, cancellations cannot be accepted.
8. Contact Information
If you have any questions about this Refund Policy or wish to submit a request, please contact:
Email: info@desoma.com
Effective Date: December 17, 2025
This document applies globally to all users, creators, buyers, and partners of Desoma, a Hong Kong-registered company operating worldwide.
Effective until replaced or amended.