Refund policy
Return & Refund Policy
At LY Custom Engraving, every item is crafted with care and made to order. Many of our products are custom engraved, which means special policies apply. Please review the information below before placing your order.
Custom & Personalized Orders
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Because custom items are made specifically for you, we do not accept returns, exchanges, or cancellations once production has started.
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If your order arrives with an engraving error caused by us, or if the product is damaged/defective, we will gladly replace it or issue a full refund.
Non-Custom Items
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Non-personalized products may be returned within 14 days of delivery.
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Items must be unused, in their original packaging, and in resalable condition.
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Buyers are responsible for return shipping costs.
Refunds
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Our Error or Damage: If we made a mistake or your item arrived damaged, please contact us within 7 days of delivery with photos. We’ll work quickly to resolve the issue with a replacement or refund.
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Customer Error: Please carefully review spelling, dates, and all personalization details before placing your order. Refunds or replacements cannot be provided for mistakes entered by the customer.
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Shipping Issues: We are not responsible for delays or lost packages once the carrier has accepted the order. If you would like insured or expedited shipping, please select those options at checkout.
How to Request a Return or Refund
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Contact us at lycustoms15@gmail.com or through your Shopify account within the return/refund window.
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Provide your order number and photos (if applicable).
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We’ll review your request and provide the next steps.
Final Note
Our priority is your satisfaction. If you have any concerns about your order, please reach out — we’ll always do our best to make it right.