Refund policy
Last updated: October 23, 2026
Every item we sell is made to order with your personal design. Because of this, we cannot take back or refund personalized items simply because you changed your mind. If something is wrong with your order, we will make it right.
Misprints, defects and damage
If your order arrives damaged, defective, or does not match your approved design, please contact us within 3 days of delivery at hello@customabunch.com with:
- your order number
- a short description of the problem
- photos of the item and the packaging
After checking, we will reprint and ship your item free of charge, or – if a reprint is not possible or you prefer it – refund you in full. You do not need to return a faulty item unless we ask you to; if we do, we cover the return shipping.
Not covered: issues caused by the files you supplied (low resolution, spelling or layout errors), details you approved in a proof, and normal colour or size variations (±1–2 cm) of printed products.
Cancelling an order
You can cancel free of charge until production starts. Contact us as soon as possible – once your item is in production, we can no longer cancel it.
Refunds
Approved refunds are sent to your original payment method within 7 business days.
For customers in the European Union: right of withdrawal
Consumers in the EU generally have the right to withdraw from a contract within 14 days without giving any reason. This right does not apply to goods that are made to the customer's specifications or clearly personalized (§ 312g (2) no. 1 BGB) – which applies to all our custom products.
For any non-personalized items, the following applies: the withdrawal period is 14 days from the day you or a third party named by you received the goods. To exercise your right, inform us Tonssen GmbH, Karl-Marx-Straße 182, 15230 Frankfurt (Oder), Germany, hello@customabunch.com) by a clear statement (e.g. an email). You may use the model form below, but this is not required. We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal, using the same payment method. We may withhold the refund until we have received the goods back or you have proven that you have sent them. You bear the direct cost of returning the goods and must return them within 14 days. You are only liable for any loss in value caused by handling the goods beyond what is necessary to check them.
Model withdrawal form
To Tonssen GmbH, Karl-Marx-Straße 182, 15230 Frankfurt (Oder), Germany, hello@customabunch.com:
I/We hereby withdraw from my/our contract for the purchase of the following goods: ____
Ordered on / received on: ____
Name and address of consumer(s): ____
Signature (only for paper notification), date: ____