📜 General Refunds

1. Custom Orders (Engraved & Personalized Items) – FINAL SALE

All custom-engraved and personalized products are final sale and cannot be returned or refunded unless:
✅ The item arrives damaged or defective due to our error.
✅ There is a mistake in engraving that differs from the approved order details.

💡 Important Notes:

• We do not provide refunds or exchanges for buyer’s remorse, incorrect information provided by the customer, or minor variations in material (such as natural grain differences in wood or metal).
• If there is an issue with your custom order, please contact us within [X] days of delivery with photos, and we will work with you on a resolution.

2. Non-Custom Items – 30-Day Return Policy

For non-customized items, we accept returns or exchanges within 30 days of purchase under the following conditions:

✅ Item must be unused, in its original condition, and in original packaging.
✅ Proof of purchase (receipt or order confirmation) is required.
✅ Customer is responsible for return shipping costs.

💡 Exclusions:
🚫 Gift cards, digital/downloadable products, and clearance items cannot be returned or refunded.
🚫 Engraved, personalized, or made-to-order products are not eligible for returns unless defective.

3. Refund Process

1. Return Inspection: Once we receive your return, we will inspect the item and notify you of approval or rejection.
2. Approved Refunds: If approved, a refund will be processed to your original payment method within [X] business days.
3. Partial Refunds (If Applicable):
   • Items that show signs of use or damage not due to our error may receive a partial refund.
   • If a return is outside the 30-day window, we may deny the refund request.

4. Late or Missing Refunds

If you have not received a refund:

1. Check your bank account or credit card statement again.
2. Contact your credit card company (it may take several business days to process).
3. Contact your bank, as there may be additional processing time.
4. If you’ve done all of this and still have not received your refund, contact us at [Your Email Address].

5. Exchanges

We replace items only if they arrive damaged or defective. If you need an exchange for the same item, email us at [Your Email] with photos of the defect and return the item to:
📍 Return Address: [Your Business Address]

Once the replacement is approved, we will ship a new item at no additional cost to you.

6. Gift Returns

🎁 If the item was marked as a gift at checkout and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the item, we will email you a gift certificate code.

🎁 If the item was not marked as a gift, or if the gift giver had the order shipped to themselves, the refund will be issued to the original purchaser’s payment method.

7. Shipping Returns

To return an item, mail your product to:
📍 Return Address: [Your Business Address]

📦 Return Shipping Costs:

• Customers are responsible for return shipping costs unless the return is due to our mistake.
• Shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

🚚 For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

8. Contact Us for Assistance

If you have any questions regarding returns or refunds, please contact us at:
📧 Email: HexHelp@GravewaterAlchemy.com