Refund policy

Refund Policy — Heirloom Everlast

Free returns within 30 days

If you are not happy with your order for any reason, send it back within 30 days of delivery for a full refund. No questions asked, and we pay the return shipping.

That is the whole policy in one line, and it means what it says. You do not have to explain why, and you do not have to prove anything is wrong with the piece. It applies even though everything we sell is personalized and made to order, and it applies even if the reason is a typo in the text you gave us.

To start a return, email support@heirloomeverlast.com with your order number. We will send you a prepaid return label and the return address, normally the same business day. Please wait for that label before posting anything back — we cannot accept a return we did not arrange, because an unexpected parcel gives us no way to tell whose order it belongs to.

Once the piece is on its way back to us we approve the refund. See section 3 for how long it takes to reach you.

Before you buy, and before you return

Your pendant is engraved, and your message card printed, from exactly the text you enter at checkout — spelling, capitals, spacing and punctuation included. We never edit or correct it, because we cannot tell an unusual family spelling from a mistake.

So before you pay, please read the two previews on the product page: the engraved name is shown back to you at engraving scale, and your card at its real proportions in the font we print with. This is not a condition of anything — it is simply the quickest way to catch a mistake.

And if you spot one after ordering, email us straight away. We can cancel or amend any order free of charge before engraving begins, which is usually within 5 business hours of you placing it. We make and ship Monday to Friday, so an order placed over a weekend or a holiday can normally still be changed on the next business day. That is faster than a return for both of us — but if the piece has already been made, the 30-day return above still covers you in full.

1. General

If we got it wrong, we fix it. Always.

Contact us within 30 days of delivery at support@heirloomeverlast.com and we will remake the item or refund you in full, your choice, if:

• The engraving does not match what you submitted at checkout
• The message card does not match the text you submitted at checkout
• The item arrived damaged, faulty, or defective
• You received the wrong item, metal finish, or box
• The item does not match its description on our site

Please check your order as soon as it arrives, and send us a photo of anything that is wrong. That is usually all we need, and it means you often will not have to ship anything back at all — we can simply start the remake or the refund.

If we do need the piece back, we will ask you first and send a prepaid label with the return address. Return shipping is on us here for the same reason it is on us everywhere else in this policy.

2. Shipping Issues

If tracking shows delivered but you do not have the parcel, contact us within 30 days and we will open a claim with the carrier and work it out with you.

3. Refunds

Approved refunds go back to your original payment method within 7-10 business days of us approving the claim. How quickly it appears after that is up to your bank or card issuer, not us.

A refund covers the full price of the item and the return postage, which we pay directly by sending you the label. US shipping is free on every order, so on almost every refund there is nothing else to return. Where an order was upgraded to Expedited delivery, that upgrade fee is refunded when the fault was ours; on a change-of-mind return it is not, because the faster delivery was provided.

4. Exceptions

Gift cards cannot be returned or refunded.

Everything else we sell is covered by the 30-day return above, personalized or not.

5. Exchanges

If we made the piece wrong, or it arrived damaged or faulty, we will remake it — email support@heirloomeverlast.com and we will sort it out, and you will not be charged for anything.

If you would simply like a different item, a different finish or a different name, the quickest route is to return the original under the 30-day policy above and place a new order. Email us and we will get the label to you.