Refund policy

Return & Exchange Policy

Overview

Catchglow products are made-to-order, meaning each item is created specifically for you. Because of this personalized production model, we maintain a clear and fair return policy.

All Sales Are Final

Since each item is custom printed upon purchase:

  • We do not accept returns or exchanges for:
    • Change of mind
    • Incorrect size or color selection
    • Accidental orders
    • Minor variations in color, print placement, or finish
    • Personal preference

By placing an order, customers acknowledge and agree to these terms.

Damaged, Defective, or Misprinted Items

If your item arrives damaged, defective, or misprinted:

  • Contact us within 7 days
  • Email: support@catchglowcom.com
  • Include:
    • Order number
    • Clear photos of the issue
    • Brief explanation

Once approved, we will send a replacement at no cost. Refunds are not offered for damaged items—only replacements.

Wrong Item Received

If you receive an item different from what you ordered:

  • Notify us within 7 days
  • We will ship the correct item at no cost
  • You may not be required to return the incorrect item

We aim to resolve these issues quickly and smoothly.

Lost or Stolen Packages

Once a package is marked delivered by the carrier, Catchglow cannot assume responsibility for lost or stolen packages.

Customers should:

  • Contact the carrier
  • Open a claim
  • Provide any requested documentation

We are happy to assist with supporting documents, but replacements cannot be issued for packages marked as delivered.

Cancellations & Order Changes

Because production begins immediately:

  • Orders cannot be canceled or modified once placed
  • This includes changes to:
    • Items
    • Quantities
    • Colors
    • Shipping details

Please double-check your cart and shipping information before checkout.

Color & Design Variations

Slight variations may occur due to:

  • Screen display differences
  • Print placement
  • Lighting
  • The nature of made-to-order production

These are normal and not considered defects.

Customer Support

If you have questions or concerns:

📧 hello@catchglowcom.com

⏱ Response time: 24–48 business hours, Monday–Friday

We are honored to serve you and committed to providing a warm, professional experience.