📦 Replacement Policy
At Hiraya Custom, all products are made-to-order based on your specifications, so we do not offer refunds or exchanges.
We provide replacements only for items that are damaged during delivery or have a production error, subject to review and approval.
🔁 Eligibility
You can request a replacement if:
The product was damaged during shipping
There is a clear production or print error that doesn’t match your approved design
All requests are reviewed; submission does not guarantee approval.
🕒 Reporting Timeframe
Issues must be reported within 3 days of receiving your order.
Requests after 3 days cannot be accepted.
✉️ How to Request
Email info@hirayacustom.com with:
Order number
Brief description of the issue
Clear photos of the product or packaging
🚚 Returns (If Needed)
We’ll email instructions for return if inspection is required.
Customers cover return shipping.
Use a trackable method; we are not responsible for lost items.
🎁 Gift Orders
Gift recipients receive a gift credit if approved.
If shipped to the giver first, we’ll notify them about the replacement.
❌ Not Covered
Change of mind
Incorrect details/artwork submitted by the customer
Minor color or print variations due to screens or printing
Requests after the 3-day window