Refund policy

Return & Refund Policy

Last Updated: August 28, 2026

At Personza, your satisfaction is important to us. We carefully produce and inspect every order before shipment, especially our personalized, custom-made, printed, and embroidered products.

Because Personza offers both ready-made products and personalized/custom-made products, return and refund eligibility depends on the type of product purchased.

Please review this Return & Refund Policy carefully before placing your order.

1. Return Eligibility for Non-Personalized Products

For eligible non-personalized or ready-made products, you may request a return within 30 days of the delivery date.

To qualify for a return, the item must:

  • Be unused, unworn, and unwashed.
  • Be in its original condition.
  • Have no stains, odors, damage, or signs of wear.
  • Include original tags and packaging, when applicable.
  • Be accompanied by your order number or proof of purchase.

Items that do not meet these conditions may not be eligible for a refund.

Before returning any product, you must contact us at support@personza.com and receive return authorization.

Please do not send products back without contacting us first.

Unauthorized returns may not be accepted or refunded.

2. Personalized, Custom-Made & Print-on-Demand Products

Many products sold by Personza are produced specifically for each customer after an order is placed.

These may include:

  • Personalized T-shirts
  • Personalized Hoodies
  • Custom Sweatshirts
  • Custom Jerseys
  • Embroidered Apparel
  • Personalized Caps
  • Custom Mugs and Tumblers
  • Products containing custom names, numbers, dates, photos, text, logos, or other customer-selected information
  • Other made-to-order or print-on-demand products

Because these products are created specifically for you and cannot normally be resold, personalized and custom-made products are not eligible for return, exchange, or refund due to customer preference or ordering mistakes.

This includes situations where:

  • You changed your mind.
  • You selected the wrong size.
  • You selected the wrong color.
  • You selected the wrong product style.
  • You entered an incorrect name, number, date, text, image, or other customization.
  • You submitted incorrect personalization information.
  • You entered an incorrect or incomplete shipping address.
  • You no longer need or want the product.
  • You ordered the wrong quantity.
  • Production has already started.

Please carefully review all product options, sizes, personalization details, spelling, numbers, colors, and shipping information before completing your purchase.

3. Damaged, Defective, Misprinted or Incorrect Products

If Personza made an error with your order, we will work to make it right.

Please contact us within 7 days of delivery if your item arrives:

  • Damaged
  • Defective
  • Misprinted
  • Incorrectly embroidered
  • With incorrect personalization caused by our production error
  • In the wrong size compared with the size ordered
  • In the wrong color compared with the color ordered
  • With the wrong product or design
  • Significantly different from the product you ordered

Please email support@personza.com and provide:

  1. Your order number.
  2. The email address used to place the order.
  3. A description of the problem.
  4. Clear photographs of the entire product.
  5. Close-up photographs showing the defect or error.
  6. Photographs of the packaging, if the product was damaged during shipping.

For sizing-related claims, we may request photographs showing the garment being measured with a measuring tape or ruler.

After reviewing your claim, we may provide an appropriate resolution, including:

  • A free replacement;
  • A partial refund; or
  • A full refund.

The resolution will depend on the circumstances of the order and the nature of the problem.

You normally will not be required to return a defective personalized product unless our customer service team specifically requests it.

4. Order Changes & Cancellations

Orders may enter production or fulfillment shortly after they are placed.

If you need to change or cancel an order, please contact us at support@personza.com as soon as possible.

Personalized or Custom Orders

Personalized products may begin production shortly after your order is confirmed.

Once production has started, we may no longer be able to:

  • Cancel the order.
  • Change the size.
  • Change the color.
  • Change the design.
  • Change a custom name or number.
  • Change personalization information.
  • Issue a refund due to a customer-requested cancellation.

Submitting a cancellation request does not guarantee that the order can be canceled.

Ready-Made Products

For non-customized products, cancellation may be possible before the order has entered fulfillment or been shipped.

Once an order has shipped, it can no longer be canceled.

5. Customer Customization Errors

Personza produces personalized products according to the information submitted by the customer.

We are therefore not responsible for customization errors submitted during checkout, including:

  • Misspelled names.
  • Incorrect numbers.
  • Incorrect dates.
  • Incorrect images.
  • Incorrect sizes.
  • Incorrect colors.
  • Incorrect product selections.
  • Other incorrect personalization information.

In some situations, we may be able to offer a replacement at a reduced price as a courtesy.

Any such replacement is evaluated on a case-by-case basis and is not guaranteed.

6. Size Issues

Please carefully review the size chart shown on the product page before ordering.

Measurements can vary slightly because of:

  • Manufacturing tolerances.
  • Fabric characteristics.
  • Garment style.
  • Measuring methods.
  • Production processes.

Minor measurement differences within normal manufacturing tolerances are not considered defects.

If you believe you received a product that does not correspond to the size ordered, contact us with photographs showing the garment measurements.

7. Color, Printing & Embroidery Variations

Product images are intended to represent our products as accurately as possible.

However, slight differences may occur because of:

  • Screen or monitor settings.
  • Device brightness.
  • Photography lighting.
  • Fabric texture.
  • Printing processes.
  • Embroidery processes.
  • Different production batches.

Minor variations in color, print placement, embroidery placement, stitching, or product dimensions that fall within normal production tolerances are not considered manufacturing defects.

Significant production errors should be reported to us within 7 days of delivery.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Personza is not responsible for packages that cannot be delivered because the customer provided:

  • An incorrect address.
  • An incomplete address.
  • An incorrect ZIP/postal code.
  • An incorrect apartment or unit number.
  • An outdated address.

If you notice an address error, contact us immediately.

We will attempt to update the address if the order has not yet entered fulfillment, but we cannot guarantee that changes will be possible.

If a package is returned to us because of an incorrect customer-provided address, additional shipping or reshipment fees may apply.

9. Lost Packages

If your tracking information shows no delivery and your package appears to be lost in transit, please contact us.

Personza may work with the shipping carrier to investigate the shipment.

If the carrier confirms that the package was lost during transit, we may provide:

  • A replacement at no additional cost; or
  • A refund to the original payment method.

Each claim is reviewed individually based on the carrier's tracking information and investigation.

10. Packages Marked as Delivered

If tracking shows that your package was successfully delivered but you cannot locate it, please:

  • Check around your property.
  • Check your mailbox or parcel locker.
  • Ask household members.
  • Check with neighbors.
  • Contact the local shipping carrier.

Sometimes carriers mark packages as delivered shortly before the package physically arrives.

Please allow up to 1–2 business days after the delivery scan before contacting us.

If the package is still missing, contact support@personza.com and we will assist you with the available carrier investigation process.

A carrier delivery confirmation does not automatically make an order eligible for a refund.

11. Shipping Delays

Estimated delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

Shipping may be affected by circumstances outside Personza's control, including:

  • Severe weather.
  • Customs inspections.
  • Carrier delays.
  • Transportation disruptions.
  • High shipping volume.
  • Public holidays.
  • Natural disasters.
  • Incorrect routing by the carrier.
  • Other events outside our reasonable control.

A delayed package does not automatically qualify for a refund while the shipment remains in transit.

If your shipment appears significantly delayed, please contact us so we can investigate.

12. Refused or Unclaimed Packages

Orders refused by the recipient or left unclaimed may be returned to the sender by the shipping carrier.

Personalized products returned because they were refused or unclaimed generally do not qualify for a refund.

For eligible non-personalized products, any applicable refund will be evaluated after the returned product has been received and inspected.

Original shipping fees and return-to-sender fees may be deducted where applicable.

13. Return Shipping Costs

For approved returns of non-defective, non-personalized products, the customer is generally responsible for return shipping costs.

If the return is required because of an error made by Personza, such as:

  • Receiving the wrong item;
  • Receiving a defective product;
  • Receiving incorrect personalization caused by us;

Personza will provide the appropriate resolution without requiring the customer to pay additional shipping charges.

Original shipping fees are generally non-refundable unless the return is caused by our error.

14. Refund Process

Once a refund has been approved, it will be issued to the original payment method used for the purchase.

Refund processing usually takes approximately 5–10 business days after the refund has been issued.

Actual posting times depend on your bank, card issuer, or payment provider.

You will receive an email confirmation when the refund has been processed.

If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact your bank or payment provider first.

If you still need assistance afterward, contact us at support@personza.com.

15. Non-Refundable Situations

Unless otherwise required by applicable law, refunds generally will not be issued for:

  • Personalized products without a manufacturing defect.
  • Customer customization mistakes.
  • Customer size-selection mistakes.
  • Customer color-selection mistakes.
  • Change-of-mind requests for personalized products.
  • Incorrect or incomplete addresses supplied by the customer.
  • Orders successfully delivered to the address provided at checkout.
  • Packages refused by the customer.
  • Minor color differences caused by screen or monitor settings.
  • Minor print or embroidery placement variations within normal production tolerances.
  • Normal manufacturing variations.
  • Shipping delays while the shipment remains actively in transit.
  • Customs or carrier delays outside our reasonable control.
  • Products that have been worn, washed, altered, damaged, or used after delivery.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

16. Chargebacks & Payment Disputes

We strongly encourage customers to contact Personza Customer Support before initiating a chargeback or payment dispute.

Most issues involving:

  • Delayed orders.
  • Lost packages.
  • Damaged products.
  • Incorrect products.
  • Personalization issues.
  • Refund requests.

can often be resolved directly through our support team.

If a payment dispute or chargeback is opened, Personza may provide the payment processor or financial institution with relevant documentation, including:

  • Order confirmation.
  • Payment records.
  • Product customization information.
  • Production records.
  • Shipping confirmation.
  • Tracking information.
  • Delivery confirmation.
  • Customer communications.
  • Photographs or other supporting documentation.
  • Store policies applicable to the order.

This information may be used to demonstrate the order history and assist the payment provider in reviewing the dispute.

17. Exchanges

For eligible non-personalized products, please contact us to determine whether an exchange is available.

Personalized or custom-made products generally cannot be exchanged unless there is a verified manufacturing error attributable to Personza.

For the fastest resolution of an approved defective personalized order, we will normally provide a replacement rather than require the original product to be returned.

18. How to Request Assistance

To request a return, refund, replacement, or assistance with an order, please email us and include:

Order Number:
Customer Name:
Email Address:
Reason for Request:
Photos or Video: if applicable

Our team will review your request and provide further instructions.

Do not ship a product back until you have received return instructions from us.

Contact Us

If you have questions regarding returns, refunds, replacements, cancellations, or your order, please contact:

Personza Customer Support

Website: Personza.com
Email: support@personza.com
Phone: +1 (720) 806-0072

We aim to respond to customer inquiries within 1–2 business days.