Refund policy

Effective Date: January 1, 2015

At The Company, each product is crafted with precision and care. Due to the custom nature of our work, including bespoke engravings, finishes, and molds, all sales are considered final. However, we understand that issues can occasionally arise. Please review our refund and replacement policy below:

1. All Sales Are Final

Because our products are custom-made to order, we do not offer refunds or accept returns for reasons such as:
– Change of mind
– Order errors by the customer (e.g., incorrect size, incorrect engraving)
– Delays caused by shipping carriers or customs

2. Damaged or Defective Items

If you receive a product that is damaged or defective, you must notify us within 3 days of delivery. To be eligible for a replacement:
– You must provide photo documentation of the damage or defect.
– The product must be unused and in the condition it was received.
– We may request that the product be returned before issuing a replacement.

Replacements are issued at our sole discretion. In some cases, we may issue a partial refund or offer store credit instead.

3. Restocking Fees

If a refund is granted under exceptional circumstances, a restocking fee of up to 10% may apply. This fee accounts for labor, materials, and administrative costs already incurred.

4. International Orders

All international orders are non-refundable. This policy is due to the high cost of international shipping and customs duties. Additionally:
– We do not refund shipping charges for international orders under any circumstances.
– Import duties and taxes imposed by your country are not refundable.
– If a package is rejected by customs or returned to us due to unpaid duties, we are not responsible for any additional fees or delays.

5. Order Cancellations

Orders cannot be canceled once production has begun. If you wish to cancel your order, contact us immediately. If your order has not entered production, we may allow cancellation for a partial refund, minus processing and administrative costs.

6. How to Request a Replacement

To initiate a replacement or report an issue, please contact us via our online submission form. Include:
– Your order number
– A clear description of the issue
– Supporting photos, if applicable

7. Questions?

If you have any questions about our refund policy, reach out to us via the contact form on our website.