Return, Refund & Cancellation Policy

At KixCustom, each custom sneaker is individually made to order and may include handcrafted, hand-painted, or personalized details.

Because production begins specifically for each customer, our cancellation and return policy differs from standard ready-to-ship products.

KixCustom is operated by Cosa Media LLC.

Order Cancellations

Cancellation requests must be submitted within 24 hours of placing your order.

We will make every effort to accommodate cancellation requests received within this period.

However, once production or customization has started, the order can no longer be canceled or refunded due to a change of mind.

To request a cancellation, contact us as soon as possible and include your order number.

Email: support@kixcustoms.com

Custom & Made-to-Order Products

Because our products are made specifically for each order, completed custom or personalized products are generally not eligible for return or exchange for change of mind.

Please carefully review your size, selected design, personalization details, and shipping information before completing your purchase.

Minor variations in brushwork, color placement, texture, or hand-applied details are natural characteristics of handcrafted products and are not considered defects.

Eligible Returns or Refunds

We will assist you if:

You receive the wrong product.
You receive a different design from the one ordered.
We send the incorrect size.
The product arrives damaged.
The product has a genuine manufacturing or customization defect.
Personalization was completed incorrectly compared with the information submitted with your order.

If an error is confirmed to have been made on our side, we will provide an appropriate resolution, which may include a replacement, remake, partial refund, or full refund depending on the circumstances.

Size Issues

Please carefully review and select your size before ordering.

Because custom products are made specifically for each customer, we generally cannot accept returns or refunds when the customer selected the wrong size.

However, if the size delivered is different from the size shown on your confirmed order, please contact us and we will resolve the issue.

Reporting a Problem

Any damaged, defective, incorrect, or incomplete order must be reported within 14 days of delivery.

Please provide:

Your order number.
A clear description of the issue.
Clear photos showing the product and the problem.
Photos of the size label where applicable.
Photos of the shipping package if the order arrived damaged.

Our team will review the information and normally respond within 1–2 business days.

Returns

Please do not return any product without contacting us first.

If a return is approved, we will provide the applicable return instructions and return address.

The business mailing address listed on this website is not automatically the return address.

Because some orders are produced and fulfilled through specialized production and fulfillment partners, approved returns may need to be sent to a different return facility.

Products returned without prior authorization may not be eligible for a refund.

If the return is required because of an error on our side or a confirmed product defect, we will provide instructions regarding the applicable return shipping costs.

Refunds

Once an approved refund is processed, it will be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the order was incorrect, damaged, or defective due to an error on our side.

Non-Returnable Situations

Returns or refunds are generally not available for:

Change of mind after production has started.
Incorrect size selected by the customer.
Incorrect personalization information entered by the customer.
Products that were correctly produced according to the confirmed order.
Normal wear and tear.
Damage caused by improper cleaning, machine washing, chemicals, excessive moisture, heat, or misuse.
Minor handmade variations that do not affect the intended design or use of the product.

Business & Contact Information

KixCustom
Operated by Cosa Media LLC
Business Mailing Address:
1001 S Main St
Kalispell, MT 59901
United States