Refund policy
Return and Refund Policy
We want you to be happy with your purchase from IML Engraved Designs. Please review the following return and refund guidelines before placing your order.
Personalized and Custom Products
Because personalized, custom-engraved, and custom-logo products are made specifically for each customer, they are not eligible for returns, exchanges, or refunds unless:
- We made an error in the personalization or engraving.
- You received the wrong product.
- The product arrived damaged or defective.
Please carefully review all names, dates, spelling, capitalization, logos, and other personalization details before submitting your order. We are not responsible for errors entered or approved by the customer.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. Contact us within 7 days of delivery if your item is damaged, defective, incorrectly engraved, or different from what you ordered.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Once the issue has been reviewed and approved, we will provide a replacement or refund at no additional cost.
Minor variations in color, grain, texture, engraving appearance, or placement may occur due to the natural characteristics of materials and the custom production process. These normal variations are not considered defects.
Returns of Non-Personalized Products
We accept return requests for eligible, non-personalized products within 30 days of delivery.
To qualify for a return, the product must be:
- Unused and in its original condition
- In its original packaging
- Accompanied by proof of purchase
You must contact us before returning an item. Products returned without prior approval may not be accepted.
Unless the return is due to our error or a defective product, the customer is responsible for return shipping costs. Original shipping charges are nonrefundable.
Items That Cannot Be Returned
The following items are not eligible for return or exchange:
- Personalized or engraved products
- Custom-logo products
- Products made to the customer’s specifications
- Gift cards
- Clearance or final-sale products
- Used, washed, damaged, or altered products
- Products returned more than 30 days after delivery
Order Changes and Cancellations
We begin processing custom orders as quickly as possible. Changes or cancellations are not guaranteed once an order has been submitted.
Contact us immediately if you need to request a change or cancellation. Once production or engraving has begun, the order cannot be changed, canceled, or refunded.
Return Authorization
Before sending a return, please contact us through the contact information listed on our website. If the return is approved, we will provide return instructions and the correct return address.
Do not send products back without receiving return authorization.
Refunds
We will notify you after receiving and inspecting an approved return.
If the refund is approved, it will be issued to the original payment method. Please allow your bank or credit card provider additional time to process and post the refund.
Shipping charges are nonrefundable unless the return resulted from an error by IML Engraved Designs or the product arrived damaged or defective.
Exchanges
We do not offer direct exchanges for personalized products.
For eligible non-personalized products, please contact us to request an exchange. Availability is not guaranteed. Customers may be responsible for return shipping and any price difference.
Lost or Stolen Packages
IML Engraved Designs is not responsible for packages marked as delivered by the shipping carrier but reported as missing or stolen.
Customers should verify the shipping address before submitting an order and contact the shipping carrier regarding packages marked as delivered.
Contact Us
For questions regarding a return, refund, damaged product, or incorrect order, please contact us through the contact information provided on our website.