Return & Refund Policy

Last Updated: July 10, 2026

This Return & Refund Policy is issued by 13custom Limited ("Company", "we", "us") to govern order modifications, cancellations, returns, exchanges, refunds, and defect claims for all hand-painted, custom bespoke sneakers sold on 13custom.com. By completing a purchase on our Site, you acknowledge that you have read, understood, and agreed to all terms specified herein.

1. Bespoke & Made-to-Order Policy (Final Sale)

All sneakers offered by 13custom are individually customized and hand-painted according to each customer's specific order preferences. Unlike standard mass-produced inventory, every pair is handcrafted based on your chosen size, colorway, artwork, initials, and design specifications, making each product strictly personal and bespoke.

Due to the unique nature of custom items, all sales are final. Once an order is confirmed and paid, we do not accept requests for order cancellations, returns, exchanges, or standard refunds for change of mind. Standard 7-day statutory return rights for off-the-shelf items do not apply. Unless explicitly provided in Section 4 of this policy, returns or refunds will not be issued for personal preferences, subjective expectations, style mismatch, or incorrect size selection by the customer.

2. Order Modification Window (24-Hour Rule)

To safeguard customer interests, we offer a 24-hour grace period following payment confirmation. If you need to revise design details, sizes, colorways, or shipping information, you must contact our customer support team within 24 hours of placing your order for free adjustments.

Once the 24-hour window has passed, or once an order has entered material preparation, studio scheduling, stitching, or painting stages, no further modifications, cancellations, or refunds will be permitted. Please double-check all order specifications before completing checkout.

3. Supply Delays & Out-of-Stock Handling

Certain rare or specialized shoe models and sizes may require extended sourcing. In the event of a market shortage or stock unavailability that delays production, we will proactively notify you via email and provide the following options:

• Switch Option: Substitute for an alternative shoe model or size that is readily available for production at no additional cost.

• Waitlist Option: Maintain the original order and wait for inventory replenishment to resume production.

Note: Sourcing delays due to market supply conditions constitute normal operational adjustments and do not qualify for order cancellation, penalty compensation, or breach of contract claims.

4. Defective, Damaged, or Incorrect Items (The Only Refund/Remake Exception)

After-sales support, remakes, or monetary compensation are strictly limited to cases involving manufacturing defects, craftsmanship flaws, damage incurred during transit, or incorrect items shipped.

Upon receiving your package, please inspect the contents immediately. If you discover physical damage, craftsmanship defects, or an incorrect item/size:

1. Contact customer support at cs@13custom.com immediately.

2. Provide an uninterrupted unboxing video, clear photos of the defect, and the shipping label/packing list.

Upon verification and approval by our quality assurance team, we will provide a complimentary remake and reshipment, professional repair, or a partial/full refund based on the severity of the issue. Claims submitted without unboxing video proof, past the reporting deadline, or involving user-induced damage or third-party modifications will be rejected.

5. Ineligible Refund & Exchange Scenarios

Returns, exchanges, refunds, or compensations will strictly NOT be issued under any of the following circumstances:

• Change of mind, personal dislike, or mismatch with subjective aesthetic expectations.

• Incorrect size selected by the customer without prior verification of our sizing guide.

• Customs duties, import taxes, clearance delays, or international transit hold-ups.

• Normal wear and tear, scratches, improper cleaning damage, or unauthorized modifications after delivery.

• Claims submitted past the reporting window or without mandatory unboxing video evidence.

• Lost, returned, or failed deliveries caused by incorrect customer addresses or refusal to accept shipment.

6. Updates to This Policy

We reserve the right to amend or update this Return & Refund Policy at any time without prior notice. Revisions will be posted directly on 13custom.com with a revised date. Continued use of our shopping services after updates constitutes acceptance of the latest policy terms.

7. Contact Information

For order modifications, defect claims, after-sales inquiries, or policy clarification, please reach out via our official channel:

• Company Name: 13custom Limited

• Website: 13custom.com

• Email: cs@13custom.com