Return & Refund Policy

All products offered by HeadCustoms fall into two categories: custom-made items and standard accessories. Return and refund conditions differ between these two categories and are described in detail below.

Every custom order placed on HeadCustoms is manufactured individually and exclusively for the buyer. This includes, but is not limited to:

• Hand-painted headphone pad covers
• Custom phone cases
• Custom gaming console panels
• Custom laptop skins and covers
• Custom pendants and accessories
• Any other item produced with a personalized design, color scheme, or painting level selected by the customer

Due to the bespoke nature of these products, we do not accept returns or exchanges under any circumstances, except as outlined in Section 4 (Damaged or Defective Items).

This policy applies regardless of:

• Change of mind after purchase
• Dissatisfaction with the chosen design or painting level
• Incorrect item selection by the customer at checkout
• Delays in delivery beyond our control

By completing your purchase, you acknowledge and accept that the item is made to order and cannot be resold or repurposed.

Standard accessories that do not involve any customization (such as generic charging cables, carry cases, protective sleeves, or other off-the-shelf items) are eligible for return under the following conditions:

• The return request is submitted within 14 days of delivery
• The item is unused, in its original condition, and in original packaging
• The customer contacts us at hello@headcustoms.com before returning any item

Return shipping costs are the responsibility of the customer, unless the item was received damaged or incorrect.

Once the returned item is received and inspected, a refund will be processed to the original payment method within 5–10 business days.

If your order arrives damaged due to shipping or contains a manufacturing defect, you are entitled to a replacement or full refund, regardless of whether the item is custom-made or standard.

To file a claim, you must:

• Contact us at hello@headcustoms.com within 48 hours of confirmed delivery
• Include your order number in the subject line
• Attach clear photographs of: the damaged or defective item, the original packaging (exterior and interior), and the shipping label

Failure to contact us within the 48-hour window or to provide the required documentation may result in your claim being declined.

Upon review, we will offer one of the following resolutions at our discretion:

• Full replacement - a new item produced and shipped at no additional cost
• Full refund - returned to your original payment method within 5–10 business days
• Partial refund - in cases of minor damage where the item remains functional

Custom orders may be cancelled only during the Order Review stage, before production has begun. Once the item enters production, cancellation is no longer possible and no refund will be issued.

To request a cancellation, contact us immediately at hello@headcustoms.com with your order number. We will confirm whether cancellation is still possible based on the current production status.

Standard accessory orders may be cancelled at any time before dispatch.

If you receive an item that does not match your order, or if part of your order is missing, contact us at hello@headcustoms.com within 48 hours of delivery. Include your order number and a description of the issue. We will resolve the matter at no additional cost to you.

HeadCustoms ships internationally from Spain and Ukraine. Any customs duties, import taxes, or handling fees imposed by the destination country are the sole responsibility of the buyer. We are unable to refund shipping costs or duties under any circumstances.