1. General Information
At 11Goats, we take pride in the quality of our products. Please read the return policy carefully before placing an order, as different rules apply to personalized products and standard products.
This policy applies to customers within the European Union and internationally, unless local mandatory consumer laws provide otherwise.
2. Personalized Products (Custom Cards)
Non-Returnable Items
Due to their custom-made nature, personalized products (including custom cards) are not eligible for return or refund once the order has been placed.
Exceptions
Personalized products may be eligible for a return, replacement, or refund only in the following cases:
- The item arrives damaged
- The item is defective
- The item received is incorrect (does not match the order)
3. Standard Products
Standard (non-personalized) products may be returned if:
- They arrive damaged or incomplete
- The customer is not satisfied with the product quality
4. Return Conditions
All returned products (where returns are accepted) must:
- Be in the same condition as received
- Be unused
- Have sealed and unopened packaging
5. Return Procedure
To initiate a return, please contact us before shipping the product back:
- Email: contact@11goats.com
- State your intention to return
- Include your order number
- Provide a brief explanation
Returns sent without prior notice may be refused.
6. Return Shipping Costs
- Return shipping costs are fully covered by the customer
- Original shipping costs are non-refundable
- Customers remain responsible for the parcel until it is received by us
7. Refunds
- Refunds will be processed after the returned item is received and inspected
- Refunds are issued via the original payment method
- Processing time: up to 14 days from receipt of the return
8. Damaged or Defective Items
If you receive a damaged or defective product, please contact us at contact@11goats.com with photos of the damage. We will contact the carrier (FedEx) and provide a resolution in accordance with applicable law.
9. International Returns (Outside the EU)
- Customers are responsible for all return shipping costs
- Any customs duties or import charges incurred during the return are the customer’s responsibility
10. Contact
For any questions regarding returns or refunds, please contact us at: contact@11goats.com
