Refund policy

Return Policy – 11Goats.com

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.

This exclusion is compliant with applicable EU consumer protection legislation regarding customized products.

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)

In such cases, customers must contact us as described in Section 5.

3. Standard Products

Standard (non-personalized) products may be returned if:

  • They arrive damaged or incomplete, or

  • The customer is not satisfied with the product quality

Returned items must meet the conditions listed below.

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

We reserve the right to refuse returns that do not meet these conditions.

5. Return Procedure

To initiate a return, customers must:

  1. Send an email to contact@11goats.com

  2. Clearly state the intention to return the product

  3. Include the order number and a brief explanation

Returns sent without prior contact may not be accepted.

Return instructions and the return address will be provided by email after the request is reviewed.

6. Return Shipping Costs

  • Return shipping costs are fully covered by the customer

  • Original shipping costs are non-refundable

  • We recommend using a tracked shipping service, as customers are responsible for the return until it reaches us

7. Refunds

If a return is approved:

  • The refund will be processed after the returned item is received and inspected

  • Refunds are issued using the original payment method

  • Processing time may take up to 14 days from the date we receive the returned product

Refunds may be refused or partially issued if the returned item does not comply with the return conditions.

8. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect:

  • Contact us at contact@11goats.com as soon as possible

  • Please include photos of the product and packaging where applicable

We will contact the shipping carrier (FedEx) and provide a solution as quickly as possible once we receive feedback from the carrier.

9. International Returns (Outside the EU)

For international returns:

  • Customers are responsible for all return shipping costs

  • Any customs duties or import charges incurred during the return are the responsibility of the customer

  • Returned parcels should be clearly marked as “Returned Goods” to avoid additional charges

10. Contact

For any questions regarding returns, please contact us at:
contact@11goats.com