Politique de remboursement

Return and Refund Policy

Effective date: 06.23.2026 Company: FranJohnsonHouse Ltd. ("we," "us," "our") Contact: office@franjohnsonhouse.com · 34 Cap. Dimitar Spisarevski, 1592 Sofia, Bulgaria

1) Quick Summary

  • All items are personalized / made-to-order and are therefore FINAL SALE. They cannot be returned, exchanged, or refunded for change of mind, incorrect details submitted by the customer, or style/size preference.
  • Cancellations: possible only before production begins (within [2 hours] of ordering).
  • Damaged / defective / incorrect: we will repair, replace, or refund — contact us within 7 days of delivery with photos.
  • Refund method (eligible cases only): original payment method, once we receive & inspect (or review your photo evidence).
  • Also non-returnable: gift cards and digital/downloadable content.

2) Why Our Items Are Final Sale

Every product is custom-made to your specifications (name, sport, dates, layout). Because each piece is produced uniquely for you, it cannot be resold or restocked and is excluded from standard return/withdrawal rights. Please double-check your personalization carefully before ordering — we produce exactly what is submitted, including any spelling or detail errors in your order.

3) Cancellations & Changes

Because production starts quickly, you may cancel or change an order only within [2 hours] of placing it, and only if it has not yet entered production. Email office@franjohnsonhouse.com immediately with your order number. Once production has begun (or a proof has been approved, where applicable), the order cannot be canceled, modified, or returned.

4) Damaged, Defective, or Incorrect Items

If your item arrives damaged or defective, or you received the wrong item or an error on our part in the personalization:

  • Report it within 7 days of delivery to office@franjohnsonhouse.com with your order number and clear photos of the item and packaging.
  • We will arrange a repair, replacement, or refund. Approved remakes are reshipped at no cost to you.
  • Please keep all packaging until your claim is resolved. We do not require the original item back unless we request it.

5) Refunds & Processing

Where a refund is approved (damaged/defective/incorrect cases), it is issued to your original payment method within [5–10] business days of approval. Your bank or card issuer may take additional time. Original shipping costs are non-refundable except where the item was faulty or incorrect.

6) International Orders

Orders are manufactured and shipped from Bulgaria (EU). For eligible claims we cover remakes/replacements as above. We cannot refund customs charges, duties, or taxes.

7) EU/UK Consumers (informational)

If you are in the EU/UK you may normally have a 14-day withdrawal right for online purchases. Personalized/custom-made goods are excluded from this right under applicable consumer law (e.g., Article 16(c) of the EU Consumer Rights Directive). Your statutory rights regarding faulty or misdescribed goods are unaffected. Contact us for help exercising any applicable rights.

8) Contact

Questions? Email office@franjohnsonhouse.com, or write to: FranJohnsonHouse Ltd., 34 Cap. Dimitar Spisarevski, 1592 Sofia, Bulgaria.