Refund Policy

At Etch a Memory, all of our products are custom-made to order. Because each item is personalized specifically for you, we are unable to accept returns or exchanges for buyer's remorse or incorrect information submitted at the time of ordering.

Damaged or Defective Items

If your item arrives damaged or defective, we will make it right. Please contact us within 7 days of delivery with the following:

• Your order number
• A description of the issue
• Clear photos of the damage or defect

We will review your claim and, at our discretion, offer a replacement or store credit.

Order Errors

If we made an error on your order (wrong design, wrong size, etc.), we will reprint and reship your order at no additional cost to you.

Customer Errors

If an error was made due to incorrect information provided by the customer (wrong name, wrong photo, wrong spelling, etc.), we are unable to offer a refund. However, we may offer a discounted reprint at our discretion. Please double-check all submitted information before placing your order.

Cancellations

Orders may be cancelled within 24 hours of placement for a full refund, provided production has not yet begun. Once production has started, cancellations are not accepted as materials have already been committed to your order.

Contact Us

For any questions regarding your order, please contact us at jasongetshisemail@gmail.com and we will respond within 1-2 business days.