Refund policy

**Our Promise**

Every piece we make is personalized just for you, and we want you to love it. If something arrives wrong because of a mistake on our end — a misspelled name, incorrect engraving, or a damaged item — we will fix it or replace it, free of charge. That's our guarantee.

**Changing or Canceling an Order**

Because most of our products are custom made to order, we begin personalizing items quickly after purchase. If you need to fix a typo, change a color, or cancel, contact us at support@engravedexpressionco.com within **2 hours of placing your order** and we'll do our best to accommodate the change before production begins. Once an item has entered production, changes or cancellations may no longer be possible.

**What's Covered**

We will replace or refund your item at no cost to you if:
- The engraving does not match the personalization details submitted with your order, due to an error on our end.
- The item arrives damaged or defective
- You received the wrong item

To request this, email us at support@engravedexpressionco.com within **7 days of delivery** with your order number and a photo of the issue. Please don't send anything back before reaching out — we'll let you know the next steps once we've reviewed your request.

**What's Not Covered**

Because each item is made specifically for you, we're unable to accept returns or exchanges for:
- Change of mind after an order has entered production
- Color variation due to differences in monitor/screen display
- Minor natural variation in materials or engraving that doesn't affect the design you approved

**Refunds**

Once a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

**Shipping Issues**

If your order arrives damaged in transit or appears to be lost, please contact us as soon as possible. We’ll review the situation, help with the carrier claim process when applicable, and work with you to determine the appropriate next step. See our Shipping Policy for full details.

**European Union 14-Day Cooling-Off Period**

If your order is shipping to the EU, you have the right to cancel for any reason within 14 days of receipt, without needing a reason, for non-personalized items. Per EU consumer law, this right does not apply to goods made to your specifications or clearly personalized — which covers the majority of our engraved products.

**Questions?**

We're a small, family-run business and we genuinely want to get this right for you. Reach out any time at support@engravedexpressionco.com and we'll work with you.