Return & Refund Policy

Last updated: July 11, 2025

Because our store sells three types of products — standard items, personalized items, and fully custom-made items — return and refund eligibility depends on the product type. Please read the section that matches your order.

1. Standard (Non-Personalized) Products

• You may request a return within 30 days of delivery (return window is intentionally shorter than personalized-goods retailers to reflect our made-to-order production model.
• To start a return, email [support@XX.com] with: full name, order number, product name, and clear photos of the item from multiple angles.
• If approved, we will send you a return address or prepaid label depending on the situation.
• Return shipping is paid by the customer, unless the return is due to our error or a defective product.
• Return package must be shipped within 5 days of receiving the return approval/label.
• Non-returnable: gift cards.

2. Personalized Products

• Because personalization begins shortly after ordering, personalized items can only be canceled or refunded if production has not yet started.
• Once an order has entered production or has been shipped, it is not eligible for refund — only exchange is available, and only if the issue falls under Section 4 (damaged/defective/wrong item) below.
• To request a cancellation before production, contact us immediately at [support@XX.com] with your order number. We cannot guarantee cancellation if production has already begun.

3. Fully Custom-Made Products

• Custom products are made specifically for you based on your specifications and cannot be returned, exchanged, or refunded once production has started, except in cases of damage, defect, or fulfillment error (see Section 4).
• Please double-check all details (spelling, sizing, images, color, etc.) before confirming your order, as we are unable to accommodate changes once production begins.

4. Damaged, Defective, or Wrong Item (applies to all product types)

If your item arrives damaged, defective, or incorrect:

• Contact us within 30 days of delivery at [support@XX.com] with your order number and clear photos showing the issue.
• Once verified, we will offer a free replacement or a full refund, at our discretion, and we will cover 100% of the return shipping cost if a return is needed.
• We do not accept claims submitted after this window, as we're unable to verify shipping-related damage after extended use.

5. Refund Processing

• Refunds are issued on the day the returned item arrives at our warehouse (for standard-item returns), or upon approval of your claim (for damage/defect cases).
• Refunds are credited only to the original payment method and typically appear within 1–7 business days, depending on your bank or card issuer.
• If you haven't received your refund after this period:
  1. Check your bank/card account again.
  2. Contact your card issuer or bank — processing delays are common.
  3. If still unresolved, contact us at [support@XXcom].

6. Lost or Stolen Packages

• If tracking shows your package as not delivered / lost in transit, we will investigate with our shipping carrier and, if confirmed lost, provide a free replacement or full refund.
• If tracking confirms delivery, please first:
  • Check around your property, mailbox, or building reception.
  • Check any security cameras.
  • Ask neighbors or household members.
• That said, we will still do our best to help locate your package, and will contact the shipping carrier to confirm delivery proof, in order to ensure the best possible outcome for you

7. Proof of Purchase

A receipt or proof of purchase (order number/confirmation email) is required for all return, exchange, or refund requests.

8. Non-Returnable Items

• Gift cards
• Personalized items once production has started (see Section 2)
• Custom-made items once production has started (see Section 3)

Need help? Contact our Customer Care Team at [support@XX.com] — we review every request individually and want to make sure you're taken care of.