Refund policy
REFUND POLICY
All items are custom-made to order specifically for you. Because of the personalized nature of our products, we do not accept returns or exchanges on standard orders.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us at brettforward60@gmail.com within 30 days of receiving your order. Please include:
- Your order number
- Photos clearly showing the issue
- A brief description of the problem
We'll review your claim and, if approved, will send you a replacement item at no additional cost or issue a full refund. You will not need to return the defective item.
Cancellations
Orders can be cancelled within 24 hours of purchase for a full refund. Once production has begun, orders cannot be cancelled.
Questions
If you have any questions about our refund policy, please contact us at brettforward60@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We do not offer exchanges on custom-made items. If you receive a damaged, defective, or incorrect item and we approve a replacement we will produce and ship a new item to you at no charge.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at brettforward60@gmail.com.
