Returns, Refunds & Cancellations Policy

At Famsoul, many of our products are personalized using customer-provided names, photographs, text, or other customization details. Please review your selections and customization information carefully before placing an order.

Personalized products are generally not eligible for change-of-mind returns or refunds. However, this does not affect your rights if an item is defective, damaged, incorrectly produced, materially different from its description, or otherwise covered by applicable consumer protection laws.

1. Personalized Products

We do not accept returns, exchanges, or refunds for personalized products solely because:

  • You changed your mind or no longer want the item.

  • You selected the wrong size, color, or style, and we supplied the option ordered.

  • You submitted incorrect names, spelling, dates, photographs, or other customization details, and we accurately followed your instructions.

  • You no longer need the item for an occasion, provided we have not failed to meet an expressly agreed delivery commitment.

Please check the product description, size chart, and customization details before ordering.

This restriction does not apply to defects, damage, incorrect fulfillment, or other remedies required by applicable law.

2. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrectly produced, please contact support@famsoul.com, preferably within 30 calendar days of delivery, so we can investigate promptly. This reporting period does not shorten any mandatory legal rights or claim periods.

Examples include:

  • We produced customization that differs from the information you submitted.

  • We sent the wrong product, size, or color.

  • The item has a manufacturing defect or arrived damaged.

  • The item materially differs from the description or agreed customization.

After reviewing the issue, we will normally offer a repair or replacement at no additional cost where appropriate and permitted by law.

If repair or replacement is unavailable, unsuccessful, or cannot be completed within a reasonable time without significant inconvenience, we will provide an appropriate refund or other remedy. Where applicable law entitles you to a refund or a choice of remedy, we will honor that right.

We will cover reasonable return shipping costs when a return is required because of a verified defect or an error by Famsoul. No restocking or replacement fee applies to these cases.

3. How to Request Assistance

Email support@famsoul.com with:

  • Your order number and the email address used at checkout.

  • A description of the issue.

  • Clear photographs or a short video, where reasonably available.

  • For an incorrect item, a photograph of the item and shipping label.

  • For a sizing discrepancy, photographs showing the garment measurements.

We normally respond within 24–48 hours on business days. Additional information may be requested where reasonably necessary to assess the issue.

Please contact us before returning an item so we can provide the correct instructions and return address. Our business address is not automatically the return address.

4. Cancellations and Changes

Contact support@famsoul.com as soon as possible if you need to cancel or change an order.

We can approve a cancellation or change only if customization work or production has not started. Because work may begin shortly after an order is placed, cancellation is not guaranteed.

If we approve a cancellation before work begins, we will refund the canceled order amount to the original payment method.

Once customization work or production has started, voluntary cancellations or changes are generally not accepted. This does not limit remedies for an error by Famsoul or rights required by law.

If Famsoul cannot fulfill your order and cancels it, we will refund the amount paid for the unfulfilled order.

5. Delayed or Missing Orders

Delivery estimates include both production and shipping time. Please review our Shipping Policy before ordering.

If your order has passed its estimated delivery window or appears to be lost, contact us. We will investigate with the carrier and keep you informed.

If we determine that the order cannot be delivered, we will offer a replacement or refund, as appropriate and subject to your applicable legal rights. You are not required to accept a replacement where the law entitles you to a refund.

6. Incorrect Shipping Addresses

Please verify your shipping address before ordering and notify us immediately if you notice an error.

If delivery fails because you supplied an incorrect or incomplete address, a free replacement or refund is not automatically available. We will review the circumstances and available recovery or reshipping options.

Any additional reshipping charge will be disclosed for your approval in advance. This does not apply when the address error was caused by Famsoul.

7. Product Appearance and Care

Minor color variations may occur because of lighting, screen settings, and material characteristics. Such variations do not excuse a material difference from the product description or agreed customization.

Normal wear, misuse, and damage caused by failure to follow appropriate care instructions are not manufacturing defects. This does not exclude responsibility for defects present when the product was supplied.

8. Non-Personalized Products

The personalized-product restrictions above do not automatically apply to non-personalized products.

Eligible non-personalized items may be returned within 30 calendar days of delivery, provided they are unused, unworn, unwashed, and in their original condition.

For voluntary change-of-mind returns, the customer pays return shipping, and original delivery charges are not refunded unless required by applicable law. We do not charge a restocking fee.

Mandatory withdrawal rights, inspection rights, and other statutory protections take priority over these voluntary return conditions.

9. Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days after approval, or sooner where required by law. If a return is necessary, we will explain the applicable return and refund process.

Your bank or payment provider may require additional time to post the refund.

For refunds resulting from a verified defect, incorrect fulfillment, or another error by Famsoul, applicable original shipping charges will also be refunded. We will not substitute store credit for a monetary refund without your agreement.

10. Your Legal Rights

Nothing in this policy excludes or limits mandatory consumer rights, including rights relating to defective goods, goods not as described, non-delivery, or remedies required by applicable law.

Contact Us

Famsoul
Operated by Hangzhou Tuyue Apparel Co., Ltd.
Email: support@famsoul.com

Please contact us before sending any return so we can provide the appropriate return address and instructions.