Returns & Refunds
Sample, Custom Design, and made-to-order Product Orders follow different cancellation and refund rules. Start with your order type, then follow the support path if something went wrong.
Rules by order type
The checkout and fulfillment model determines when cancellation or refund review is available.
Sample Order
Random color is expected. If a sample is wrong, missing, or arrives damaged, Courtily may reship it; if the issue cannot be reasonably resolved, the refund is limited to shipping and tax actually paid.
Do not send a sample back unless Courtily provides written instructions.
Custom Design
A Design Order may be canceled before it reaches In Progress. Once work begins or the first design deliverable is provided, change-of-mind refunds are not available.
A refunded Design Order voids its related Design Credit.
Product Order
Cancellation is available before ACH or wire payment is manually confirmed and the order is released to production. After that lock point, change-of-mind cancellation, return, or refund is not available.
Verified fulfillment, product, warranty, or payment issues remain reviewable.
Product order lock
The lock does not occur merely because an order number exists. It requires both manual payment confirmation and release to production.
Review products, area, source Design ID, amount, and ACH or wire instructions.
The order exists, but payment has not yet been manually confirmed. Cancellation remains available.
Courtily verifies that ACH or wire funds were received for the correct order.
Courtily releases the paid order into its dedicated production schedule. The final-sale lock now applies.
Final-sale lock = manual ACH / wire confirmation + release to production
When something goes wrong
Courtily reviews the cause, evidence, and available remedy before deciding whether correction, replacement, warranty support, or refund applies.
If Courtily cannot fulfill the order, or a notified shipping delay is not accepted by the customer, the order may be canceled.
Eligible outcome: full refund.
Report a wrong item, visible shortage, or shipping damage in writing within 30 days after delivery. Courtily first reviews correction or replacement; if the issue cannot be reasonably resolved, a refund may be approved.
For a confirmed Courtily error or approved remedy, Courtily covers authorized return or replacement shipping.
Verified product defects follow the Warranty review path. This page does not expand warranty coverage or promise a specific remedy.
Eligible outcome: the approved Warranty remedy.
Duplicate payment, incorrect amount, or tax errors are corrected after the transaction is verified.
Eligible outcome: correction or refund of the verified error.
Request & review
Contacting support starts a review; it does not automatically confirm return or refund eligibility.
Provide the order number, order email, order type, a concise issue description, and relevant photos. Report visible wrong, missing, or shipping-damaged items within 30 days after delivery.
Use Contact Support or open the related order in your account.
Courtily verifies the order, evidence, and whether correction, replacement, Warranty, or refund applies.
Follow only the return, replacement, or refund instructions Courtily confirms in writing.
Order support
Send the order details and evidence needed for the appropriate team to review your request.
