Refund policy

Thank you for shopping with us! Because our products are custom-made and personalized specifically for each order, we are unable to accept general returns or offer refunds for change of mind. Please double-check all personalization details (spelling, dates, names, etc.) before placing your order.

Once Your Order Ships

Because every item is custom-made with your unique personalization, it cannot be resold or reused once it’s been created. For this reason, we are unable to offer refunds after your order has shipped. We know that can feel like a big commitment, so we encourage you to carefully review all details before confirming your order — and if you spot a mistake right after placing it, reach out to us as soon as possible and we’ll do our best to make corrections before production begins.

Refunds

We will issue a full refund under the following circumstances:

  • Order significantly delayed without notice – If your order is substantially delayed beyond the estimated delivery window and we failed to communicate the delay to you, you are entitled to a full refund.

  • Lost in transit – If your order is confirmed lost in the mail and cannot be located or recovered, we will issue a full refund.

  • Item made incorrectly – If we made an error that does not match what you submitted in your order (wrong design, wrong item, etc.), you are entitled to a full refund.

Exchanges

We will remake and send a corrected item at no additional cost if we made a mistake with the wording or text on your personalized product. Please contact us within 7 days of receiving your order with a photo of the item and a description of the error.

What Is NOT Covered

  • Buyer’s remorse or change of mind

  • Errors in the personalization details that were submitted by the customer (typos, wrong names, wrong dates, etc.)

  • Minor variations in color, size, or finish that are inherent to handmade or custom products

  • Damage caused after delivery (drops, mishandling, etc.)

How to Request a Refund or Exchange

Please contact us at dmherenyc@gmail.com with your order number, a photo of the item (if applicable), and a description of the issue. We will review your request and respond within 2–3 business days.




Refund & Return Policy

Last Updated: [Insert Date]

At [Your Business Name], all products are custom-made and personalized to order. Because each item is created specifically for you, we maintain the following refund and return policy.

 

 

Custom & Personalized Items

All sales are final on customized and personalized items.

We do not accept returns or offer full refunds for:

  • Buyer’s remorse

  • Change of mind

  • Incorrect information submitted by the customer (spelling, dates, design choices, etc.)

  • Orders placed in error

Please review your personalization details carefully before placing your order.

Orders cannot be canceled once production has begun.

 

 

Damaged Items (3-Day Notification Required)

If your item arrives damaged:

  • You must contact us within 3 days of confirmed delivery.

  • You must provide clear photos of:

    • The damaged item

    • The packaging

    • The shipping label

If approved, we will offer:

  • A replacement at no cost
     or

  • A full refund (if replacement is not possible)

Failure to report damage within 3 days may result in denial of the claim.

 

 

Errors Made by Us

If we make a mistake on your order (incorrect engraving, wrong design, wrong item sent):

We will provide:

  • A full reimbursement
     or

  • A corrected replacement at no additional cost

We take full responsibility for production errors.

 

 

Customer-Submitted Errors

If the error was submitted by the customer (spelling mistakes, incorrect personalization details, incorrect address, etc.):

  • We are not responsible for the mistake.

  • A full refund will not be issued.

  • We may offer a discounted remake at our discretion.

 

 

Partial Refunds

Partial refunds may be offered in limited cases such as:

  • Minor cosmetic imperfections that do not affect usability

  • Mutually agreed resolutions

  • Situations where a full replacement is unnecessary

Partial refund amounts are determined case-by-case.

 

 

Non-Returnable Items

The following items are non-returnable:

  • Personalized acrylic awards

  • Custom engraved jewelry

  • Customized nameplates

  • Bulk or corporate orders

  • Sale or clearance items

 

 

Shipping Costs

Shipping fees are non-refundable unless the error was caused by us.

Customers are responsible for return shipping unless otherwise agreed in writing.

 

 

Contact Information

To request support regarding your order, please contact:

[Your Business Name]
 [Your Email Address]
 Please include your order number in all correspondence.