AFTER-SALES INFORMATION
Returns, Replacements & Cancellations
Our personalized products are made for one customer and are not accepted for ordinary return or exchange. If an item is damaged, defective or does not match the confirmed order, send us photos so we can review it for one free replacement. This policy does not limit rights that cannot legally be excluded.
Before production
Contact us as soon as possible if you need to correct a name, date, photo, delivery address or design detail. We can make a change or cancellation only before production begins. Once production has started, a change or cancellation might no longer be possible.
Customer-approved details
Customers must review names, dates, spelling, photo selection and any proof that is provided. Once production begins, changes or cancellation may no longer be possible. We will not treat an item as defective solely because it accurately reflects information or a proof approved by the customer.
No ordinary returns
After production begins, personalized items cannot be returned or exchanged because of a change of mind, an unsuitable customer-supplied photo, or an error in information that the customer submitted or approved. Do not return an item unless we specifically ask you to do so.
Damage, defect or our error
If an item arrives damaged, has a manufacturing defect or does not match the confirmed order, contact us with the order number and clear photos of the item, shipping box, protective packaging and shipping label. The photos must clearly show the problem so it can be verified.
One free replacement
After we verify an eligible damage, manufacturing defect or order error, we will produce and ship one replacement at no additional product or standard-shipping charge. The replacement will follow the originally confirmed design unless a correction is needed because of our error.
What the replacement policy does not cover
The free replacement does not cover normal variations that were accurately disclosed, ordinary wear, accidental damage after delivery, misuse, unauthorized modification, loss after confirmed delivery, or spelling, date, image or design choices supplied or approved by the customer.
How to request help
Contact us promptly, select “Damage or product issue,” and include the order reference and requested photos. We normally respond within 1–2 business days. No physical return is required for a verified replacement unless we provide different written instructions.
Required legal remedies
Where applicable law requires a refund, cancellation or another remedy, those rights remain available even if this personalized-product policy normally provides a replacement instead of a return.