Refunds and returns
Our pieces are personalized with your brand and names, so they cannot be resold. That is why the proof step matters: you see exactly what we will engrave before you are charged.
Cancellations
Nothing is charged until you approve your proof, so you can cancel at any time before then at no cost. Once you approve the proof, the order goes into production and is final. We do not accept returns of personalized items for a change of mind.
What we will fix or replace
- A defect in the material or our workmanship.
- Our mistake: anything that does not match the proof you approved.
- Damage in shipping (see shipping).
Contact us within 14 days of delivery with your order number and a photo. We will remake the piece or refund it, your choice.
What is not covered
- Something that matches the approved proof, including spelling, names and layout you approved.
- Natural variation. Leather and wood grain differ from piece to piece, and the burn color varies with the material.
- Normal wear and tear, or damage from use.
Items that are not personalized
Blank items with no engraving can be returned within 30 days of delivery, unused and in their original condition. Contact us first and we will send return instructions. Return shipping is paid by the customer unless the item was defective or we sent the wrong one.
How refunds are paid
Refunds go back to the original payment method. Card refunds usually appear within 5 to 10 business days, depending on your bank. If you paid with Klarna or Affirm, the refund is sent to them and they adjust your plan. Custom and invoiced orders follow this same policy.
Contact
Email support@westerndomain.com or call (855) 332-7824.