Refund policy
Refund Policy
Eleven_DIY piece is handmade and made to order — your phone case, DIY kit or custom design isn't sitting on a shelf; it's made for you after you order. Because of that, we ask you to read this before buying, and we don't accept returns for a change of mind.
All sales are final — unless it's our fault
- Change of mind, or it just wasn't what you imagined — no return or refund. Handmade colour and texture vary a little from piece to piece, and screens show colour slightly differently than real life. That's the charm of handmade, not a defect.
- Ready-made cases and DIY kits are also final sale — every item is made or freshly picked and quality-checked before it ships.
- Custom orders are made exactly to the design you approve with us first. Once you approve, we can't take design changes, cancellations or returns.
When we remake it free or refund you in full
Your order should arrive perfect. If it doesn't, it's on us:
- Damaged in transit — we pack every order in crush-proof packaging, but accidents happen.
- Defective or broken on arrival (a charm that fell off, a part that cracked in transit).
- We made a mistake — wrong phone model, wrong colour, or a custom piece that doesn't match the design you approved.
If any of these happen, send a photo within 48 hours of delivery to yufei@elevendiy.com with your order number, and we'll remake it free or refund you in full — your choice.
Wrong phone model?
Did you pick the wrong phone model by mistake? Tell us before we make it and we'll swap it for the right one free of charge. If it only comes to light after delivery, it falls under the "we made a mistake / on us" rule above.
How refunds are paid
Approved refunds go back to your original payment method (PayPal) within 5–7 business days. You'll get an email the moment it's on its way.