Return and Refund Policy

Last updated: August 3, 2026

This Return & Refund Policy applies to purchases made from Funolo, operated by FUNOLO PTE. LTD., Business Registration No. 202344423N.

Many Funolo products are custom-made, printed, personalized, or manufactured after an order is placed. This policy explains when a return, refund, replacement, store credit, or other resolution may be available.

This policy works together with our Exchange & Replacement Policy, Shipping Policy, Terms of Service, and Privacy Policy.

Nothing in this policy excludes, restricts, or waives a consumer right that cannot lawfully be excluded, restricted, or waived.

1. Return and Claim Request Windows

For an eligible issue relating to a delivered product, contact Funolo within 30 days from the delivery date.

The 30-day period applies to claims involving:

• An incorrect item, design, color, or size sent by Funolo;
• A manufacturing defect;
• Poor print quality;
• Damage during shipping;
• A missing product;
• Incorrect personalization caused by Funolo; or
• A product materially different from the confirmed order.

For a package that appears lost and was never marked as delivered, report the issue within 30 days after the latest estimated delivery date.

The 30-day claim period does not extend the separate deadlines for:

• Full-refund order cancellations: 24 hours after ordering;
• Size, color, design, or product-detail changes: 24 hours after ordering; or
• Shipping-address changes: 48 hours after ordering.

Requests submitted after an applicable period may be declined if the issue can no longer be reasonably verified or a carrier investigation is no longer available.

2. Required Information and Review

To submit a return, refund, or product claim, email support@funolo.us and provide:

• Your order number;
• Your full name and the email address used for the order;
• A clear explanation of the issue;
• A clear photograph showing the full product; and
• A close-up photograph showing the affected area.

A photograph of the shipping label is not required for a print-quality or manufacturing-defect claim. It may be helpful for a wrong-item, missing-item, or shipping-damage claim.

For a claim that Funolo sent a garment with measurements that do not match the ordered size, lay the garment flat and provide photographs showing the chest width and garment length next to a measuring tape or ruler.

After receiving the request and required evidence, Funolo will email an approval or rejection decision within 2 business days.

If essential information is missing, we may request it before completing the review.

3. Cases That Do Not Require a Return

Most verified product issues can be resolved without requiring the original product to be physically returned.

A physical return is normally not required when:

• Funolo sent the wrong item, design, color, or size;
• The product has a verified manufacturing defect;
• The product has verified poor print quality;
• The product was damaged during shipping;
• The product is materially different from the confirmed order;
• Personalization is incorrect because of an error by Funolo or a production partner;
• The customer uses the one-time $15 wrong-size replacement procedure;
• A customer-submitted personalization error is resolved with a 50% discount code; or
• A post-24-hour change-of-mind request is resolved with store credit or a 50% discount code.

After reviewing the claim, Funolo will confirm the available primary resolution and whether a physical return is required.

4. Physical Return Conditions

The conditions in this section apply only when Funolo has approved and authorized a physical return.

An authorized return must generally:

• Be unworn, except for a brief fit check;
• Be unwashed;
• Be unaltered;
• Be free from stains, makeup, deodorant marks, pet hair, smoke, perfume, detergent, or other abnormal odors;
• Be free from customer-caused damage or signs of extended use;
• Include original tags where applicable;
• Include the original packaging where reasonably available; and
• Include the order number and Return Authorization information.

A customer may briefly try on apparel to check the fit. A brief fit check does not make the product ineligible, provided it remains clean, unwashed, unaltered, and otherwise in returnable condition.

If an authorized return does not meet the stated conditions, Funolo may reduce or reject the requested refund to the extent reasonably permitted by applicable law.

5. Non-Returnable Items

Except where a product is defective, damaged, incorrect, materially not as described, or protected by a mandatory legal right, the following products are not eligible for voluntary physical return:

• Gift cards;
• Correctly made personalized or customized products;
• Correctly made products subject only to a post-24-hour change of mind;
• Products made in the size, color, or design selected by the customer;
• Opened or used hygiene-sensitive or personal-care products where a return is restricted for health or hygiene reasons;
• Products that have been washed;
• Products that have been altered;
• Products used beyond a brief fit check;
• Products damaged after delivery through misuse, improper handling, or failure to follow care instructions;
• Unauthorized returns; and
• Sale, clearance, discounted, or final-sale products.

A sale, clearance, discounted, or final-sale designation does not remove coverage for a product that arrives defective, damaged, incorrect, materially not as described, or incorrectly personalized because of an error by Funolo.

6. Customer Selected the Wrong Size

If a product was made and shipped in the size selected by the customer but does not fit, Funolo offers a one-time wrong-size replacement.

• The customer pays a fixed charge of $15 USD per replacement product.
• The charge covers one remake and standard replacement shipping.
• The original product does not need to be returned.
• The customer may keep, donate, or responsibly dispose of the original product.
• The replacement is limited to one time for each affected product.

If Funolo sends a size different from the size shown in the order confirmation, the customer may choose a free replacement or full refund after verification.

Additional details are available in our Exchange & Replacement Policy.

7. Cancellations, Modifications, and Change of Mind

Order Cancellations

A customer may cancel an order for a full refund by contacting Funolo within 24 hours of placing the order.

A valid cancellation request received within the first 24 hours will be honored even if production has already started.

Product and Address Changes

• Size, color, design, or product-detail changes: Submit the request within 24 hours of ordering.
• Shipping-address changes: Submit the request within 48 hours of ordering.

Funolo will make a reasonable effort to apply an eligible modification, but product and address changes cannot be guaranteed after production, fulfillment, shipping preparation, or carrier processing has begun.

Change of Mind After 24 Hours

After the first 24 hours, a correctly made product does not qualify for a free full refund solely because the customer:

• Changed their mind;
• No longer needs the product;
• Prefers another product, design, or color;
• Does not like the style;
• Does not like the correctly selected color; or
• Does not like the fit of a product made in the selected size.

For an eligible post-24-hour change-of-mind request, Funolo may provide one primary resolution:

• Store credit; or
• A 50% discount code toward a new order.

A physical return is not normally required for these resolutions.

8. Personalized Products

Customer-Submitted Personalization Error

Customers are responsible for checking all names, dates, wording, numbers, photographs, messages, and other personalized details before submitting an order.

If a product was correctly made according to information submitted by the customer, it does not qualify for a free replacement or full refund.

Funolo may provide a 50% discount code toward a corrected replacement order.

A physical return is not required for this resolution.

Personalization Error Caused by Funolo

If Funolo, our website, production team, or manufacturing partner produces personalization that does not match the information submitted and confirmed in the order, the customer may choose:

• A corrected replacement free of charge; or
• A full refund for the affected product.

A physical return is usually not required.

9. Physical Return Process

1. Contact Support. Email support@funolo.us within the applicable request period. Include the order number, reason for the request, and required photographs.

2. Claim review. After receiving the required information, Funolo will email an approval or rejection decision within 2 business days.

3. Receive Return Authorization. If a physical return is required, we will provide written instructions, a Return Authorization number or equivalent written approval, and the correct return address.

4. Prepare the product. Pack the product securely and include the order number and Return Authorization information as instructed.

5. Ship the authorized return. Use a trackable shipping service and retain the shipping receipt and tracking number.

6. Send the tracking information. Email the tracking number to support@funolo.us.

The authorized return address may vary according to the customer’s location, product, fulfillment source, and reason for return.

10. Return Shipping and Restocking Fees

Funolo does not charge a restocking fee for an approved return.

• Funolo error or verified product issue: If a physical return is required because of a verified manufacturing defect, shipping damage, incorrect item, incorrect design, incorrect color, incorrect size, or another error caused by Funolo, we will cover the authorized return-shipping cost.

• Approved goodwill return: If the customer requests a return that Funolo is not otherwise required to accept and we approve it in writing as a one-time courtesy, the customer is responsible for return shipping and any applicable customs, duties, taxes, or carrier charges.

Responsibility for return-shipping costs will be confirmed in writing before the customer sends the product.

An approved goodwill return does not create a general right to return a made-to-order product because of a change of mind, personal preference, or an incorrect size selected by the customer.

11. Refund Amounts and Processing Times

After an eligible return or photo-based claim is approved, Funolo will process the refund to the original payment method within 3–5 business days.

If a physical return is required, the refund-processing period begins after the authorized return is received and inspected.

The time required for funds to appear is controlled by the payment provider, bank, or card issuer and is separate from Funolo’s refund-processing period.

If the original payment method is no longer available, Funolo may issue store credit or use another method agreed with the customer where operationally and legally permitted.

Unless stated otherwise, a refund applies only to the affected product.

If only part of an order is affected, the refund is normally limited to:

• The amount paid for the affected product;
• Applicable taxes directly associated with that product; and
• Any eligible shipping charge directly associated with the affected product.

Original shipping charges are normally non-refundable.

Applicable original standard shipping charges may be refunded when the resolution results from:

• A verified manufacturing defect;
• Damage during shipping;
• An incorrect product, design, color, or size sent by Funolo;
• A package confirmed lost before delivery;
• Another verified error caused by Funolo; or
• Delivery after a specific deadline confirmed by Funolo in writing before production began.

Premium or expedited shipping charges are not normally refundable unless the applicable service was not provided or a refund is required by law.

Import duties, value-added taxes, customs fees, brokerage charges, and amounts collected directly by customs authorities, carriers, or other third parties cannot normally be refunded by Funolo.

12. European Union Withdrawal Rights

Customers located in the European Union may have a statutory right to withdraw from certain eligible distance purchases within 14 days from delivery, without providing a reason.

The statutory withdrawal right may not apply to products made to the customer’s specifications or clearly personalized.

The fact that a product is produced after an order is placed does not, by itself, determine whether a statutory exception applies. Eligibility depends on the nature of the product and applicable consumer law.

For an eligible withdrawal:

• The customer must notify Funolo within the applicable statutory period;
• The customer may be responsible for the direct cost of returning the product where properly disclosed and permitted by law;
• The product must be returned according to written instructions provided by Funolo; and
• No product may be sent without confirmation of the correct return address.

Correctly personalized or customer-specified products may be excluded from the statutory cooling-off right, but they remain eligible for remedies if they arrive defective, damaged, incorrect, or materially not as described.

Nothing in this policy limits a mandatory statutory guarantee, conformity remedy, withdrawal right, or other consumer protection that applies to the order.

An EU customer who believes a statutory withdrawal right applies should email support@funolo.us.

13. Contact Information

For return requests, refund questions, product claims, cancellations, or questions about this policy, contact:

Related policies:

• Exchange & Replacement Policy
• Shipping Policy
• Terms of Service
• Privacy Policy