Returns / Exchanges / Warranty

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30-day return policy

If you are not fully satisfied with your order we offer a 30-day return policy. You can return any new, unused and unaltered item within 30 days of delivery of your order. We will issue a full refund to your original payment method.

Return Conditions

  • The item must be in its original, unaltered condition, without any damages or signs of use, and in its unaltered original packaging.
  • Any part which has been installed or shows signs of attempting to be installed on a vehicle is non-returnable.
  • Made-to-measure or customer designed goods can not be returned. 
  • Once your return is received and inspected by Customhoj (usually within 5-10 of receipt), your refund will be processed to your original payment method. Please note that depending on payment method it can take a couple days for the refund to be shown in your account.
  • You will be responsible for the return shipping costs, which will be deducted from your refund amount.

How to return items

  1. Contact our customer service at support@customhoj.com with the following information:
    • Order number
    • Items you wish to return
  2. You will receive a pre-filled shipping label via email, instructions and information about return shipping costs.
  3. Drop off the package at the nearest package service point within 14 days of receiving the shipping label.

Return shipping costs

You will be responsible for the return shipping costs, which will be deducted from your refund amount. The shipping cost range between €15-€30, depending on the package size.

Exchanges

Need to exchange an item? Just submit a return for your current order and place a new order for the replacement. This way, you secure the item in stock and get your new gear faster.

Order Cancellation / Changes

Changed your mind? Reach out fast!
We ship quickly, so your order may already be packed even if it hasn’t been marked as shipped. Once the warehouse has processed it, we can’t make changes or cancel it.
Contact us right away and we’ll check if changes or cancellation are still possible.

Warranty Return

If you believe your product has a defect covered under warranty, we are here to help. Approved warranty claims will result in the product being repaired or replaced with the same model.

Warranty Conditions

  • The full product, including all parts and components, must be returned.
  • Warranty does not cover physical damage, misuse, or incorrect handling.
  • Warranty cases are registered and reviewed within 10 business days of our warehouse receiving the item.
    If the product needs to be forwarded to a manufacturer or external repair center, an additional processing time may apply.
  • If a warranty claim is not approved, a diagnostic fee and return shipping fee will be charged.

How to start a warranty case

  1. Contact our customer service at support@customhoj.com with the following information:
    • Order number
    • Description of the issue
    • Images or video showing the defect (if possible)
  2. You will receive a pre-filled shipping label via email, instructions and information about the warranty process.
  3. Drop off the package at the nearest package service point within 14 days of receiving the shipping label.

Damaged Items

If something arrives damaged, reach out to us immediately so we can help. Please save all original packaging and take a few photos if you can, it makes the process much easier.
All damage claims are processed through the shipping carrier and we’ll guide you every step of the way. We appreciate your patience, these cases can sometimes take a little extra time to resolve.

Right of Withdrawal

In addition to our 30-day return policy, you also have the legal right to cancel your purchase within 14 days from the day you, or someone on your behalf, receive the product purchased on our website. For more information about your right of withdrawal, please refer to our Terms of Service.