Returns & Refunds Policy
Personalized / Custom Orders
Custom and personalized items are made to order specifically for you. Once production begins, they cannot be returned or refunded unless one of these conditions applies:
- Damaged on arrival — the piece arrived cracked, warped, or with finish damage
- Wrong personalization — the name, date, or custom text doesn't match what you ordered
- Wrong product entirely — you ordered a nursery sign and received a different item
If any of these apply, contact me within 7 days of receiving your order. I'll reship or refund at no cost to you.
Non-Personalized Items
Non-personalized, ready-made items can be returned within 14 days of delivery for a full refund. The item must be in original, unused condition.
Return shipping is the customer's responsibility unless the item was defective.
Production & Shipping Timeline
To manage expectations:
- Production time: 3–5 business days (I start within 24 hours of payment)
- Shipping time: 3–7 business days depending on method and distance
These timelines are estimates, not guarantees. I'll let you know via email if anything unexpected happens.
Damage or Wrong Item Claims
If your order arrives damaged or incorrect:
- Contact me within 7 days with photos of the damage or discrepancy
- I'll assess the issue and either reship or refund
- For reshipping, I cover the cost; for refunds, you're refunded in full
I stand behind my work. If something isn't right, I'll make it right.
Refund Processing
Refunds are processed back to your original payment method within 5–10 business days after approval. Depending on your bank, it may take an additional 1–2 business days to appear in your account.
How to Initiate a Return
Contact me directly with details of your return:
- Email: hello@imprintluxurystudio.com
- Etsy Messages: ImprintLuxuryM shop page
Include your order number and a description of the issue (or photos for damage claims).
Questions?
If you're unsure whether your situation qualifies for a return or refund, reach out before ordering. I'm happy to clarify and answer questions about customization, materials, or any other concerns.