Refund policy
We offer a 30-day return policy for eligible non-personalized items. Because most of our products are personalized and made to order, personalized items cannot be returned or exchanged unless they arrive damaged, defective, or with an error made by us.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and accompanied by the receipt or proof of purchase. This policy applies only to eligible non-personalized products. Personalized and custom-made items are subject to the exceptions listed below.
To start a return, please contact us at sales@youcanmakeitpersonal.com.
If your return request is approved, we will provide instructions on how and where to send your item. Unless the return is due to our error, a defective product, or damage during transit, the customer is responsible for the cost of return shipping. Items sent back without first requesting a return will not be accepted.
If you have any questions regarding returns, please contact us at sales@youcanmakeitpersonal.com.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work with you to resolve it as quickly as possible.
Exceptions / Non-Returnable Items
Because every personalized item is custom-made specifically for you, we cannot accept returns or exchanges for personalized or custom-engraved products unless:
- the item arrives damaged;
- the item is defective;
- we made an error in the personalization or engraving.
Sale items and gift cards are also non-returnable.
Exchanges
The fastest way to receive the item you want is to return the eligible item (if applicable) and, once your return has been accepted, place a new order for the desired product.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you generally have the right to cancel or return eligible non-personalized items within 14 days of receiving them, without providing a reason.
However, in accordance with Article 16(c) of the EU Consumer Rights Directive, this right does not apply to goods that are made to the consumer's specifications or are clearly personalized. As most of our products are custom-made and personalized, they are exempt from the 14-day withdrawal right unless they are faulty, damaged, or incorrectly personalized due to our error.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at sales@youcanmakeitpersonal.com.