Refund policy

At jouwcustom, we take great pride in the quality and craftsmanship of our personalized products. Because each item is made to order just for you, we have a few special policies regarding returns and refunds.

1. Personalized Items

All customized or personalized products (e.g., items engraved or printed with names, initials, dates, or special messages) are non-refundable and non-returnable unless:

  • The item arrives damaged

  • There is a manufacturing defect

  • The personalization does not match what you submitted in your order

If one of these issues occurs, please contact us within 7 days of receiving your order, including photos of the product and your order number. We will gladly offer a replacement or issue a partial/full refund, depending on the situation.

2. Non-Personalized Items

Non-custom products may be returned within 14 days of delivery in unused and original condition. Buyer is responsible for return shipping unless the item is defective.

3. Order Changes & Cancellations

If you need to cancel or change your order, please contact us within 12 hours of placing the order. Once production begins, we may not be able to make changes or issue a full refund.

4. Shipping Issues

We are not responsible for delays caused by the shipping carrier, customs, or incorrect shipping addresses provided by the customer. However, we will assist you in tracking the shipment and resolving issues.

5. How to Request a Refund

To start a return or request a refund, please email us at support@echocraft.com with:

  • Your order number

  • A clear explanation of the issue

  • Photo evidence (if applicable)

We aim to respond within 2 business days.

6. Final Note

Because every jouwcustom piece is created with care and attention to detail, we appreciate your understanding that not all items are eligible for return. We’re committed to ensuring you’re happy with your experience — if something isn’t right, we’ll do our best to make it right.