Refund policy

Custom and personalized items

Custom items are made to your approved design. We generally do not accept returns because you selected the wrong size or changed your mind. If you have a special situation, contact support@diyume.com so we can review it with you.

Quality issues or production errors

Please contact us within 30 calendar days after receiving your order with your order number, a description of the issue, and photos. If a quality issue or production error is confirmed, DIYUME will arrange a replacement, remake, or refund and cover the related shipping costs. This also applies to custom and sale items. Please contact us before returning an item so we can provide instructions. This reporting period does not limit any longer rights or remedies available under applicable consumer law.

Eligible non-custom returns

For eligible non-custom items, request a return within 30 calendar days after delivery. Items must be unworn, unwashed, unused, and in their original condition, with tags, original packaging, and proof of purchase. Sale items and gift cards are excluded from change-of-mind returns, without affecting your rights for faulty or incorrectly supplied goods.

How to request a return

Email support@diyume.com with your order number and reason for the request. If your return is accepted, we will provide a return shipping label and instructions on how and where to send your package. Please obtain return instructions before sending items back.

For exchanges that are not due to our error, the customer pays return shipping. For other eligible non-custom returns, contact us to confirm any shipping charges before sending the item. Confirmed quality issues and production errors are handled at DIYUME's expense.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, contact us.

EU withdrawal rights and other statutory rights

Where an EU right of withdrawal applies, eligible online purchases may be cancelled within 14 days after delivery. Goods made to your specifications or clearly personalized are generally excluded from this change-of-mind right. This exception does not remove your rights for faulty goods or production errors.

This policy does not limit any mandatory rights you have under applicable consumer law, including any applicable refund deadlines. Orders placed before this update retain any more favorable terms promised at purchase.