Refund policy

At CUSTODIA LIMITED, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at custodia1133@proton.me.

Returns should be sent to the following address:

CUSTODIA LIMITED
UNIT 2904-05, 29/F UNIVERSAL TRADE CTR
3 ARBUTHNOT RD, CENTRAL
HONG KONG

If your return is accepted, we will send you instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, you can always contact us at custodia1133@proton.me.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns for:

  • Sale items

  • Gift cards

If you have questions or concerns about a specific item, please contact us at custodia1133@proton.me before placing your order.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible for a return under this right, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at custodia1133@proton.me.