Refund policy

All custom orders are final sale

We do not accept returns, exchanges, or refunds for change of mind, buyer’s remorse, incorrect sizing selected by the customer, color preference after production, delayed personal use, or any reason other than the exceptions in Section 2.

This includes:

  • Spelling, names, dates, logos, or artwork that match what you submitted or approved
  • Design choices you selected at checkout (size, color, material, layout, font, quantity)
  • Orders placed with a typo or error in the information you provided
  • Items that look different in person than on a screen (monitor color variation)

Please review your spelling, names, dates, and artwork carefully before you submit the order. We produce exactly what you send us.


The only exceptions

We will remake or refund an order only if one of the following is true:

A. Spelling or text error made by our company

If we produce text that does not match the spelling, wording, names, or dates you submitted (or that you approved on a proof), we will correct it at no charge. This does not cover errors that were in your original submission or that you approved on a proof.

B. Product arrived damaged

If the item is damaged when you receive it (broken, crushed, stained, torn, or otherwise damaged in production or transit), contact us using the steps in Section 3. We will remake the item or issue a refund after we confirm the damage and reach out to the shipping company.

No other reasons qualify.


How to report a qualifying issue

You must contact us within 30 days of delivery at support@etchandglow.ca and include:

  1. Order number and the email used at checkout
  2. A short description of the issue (our spelling error, or damage on arrival)
  3. Clear photos of the product, the spelling or damaged area, the packaging, and the shipping label
  4. If you approved a digital proof, a copy or screenshot of that proof

Requests made more than 30 days after delivery may be declined because we cannot verify condition at arrival.

Do not discard the item or the packaging until we have reviewed your claim. We may ask you to return the item or the damaged parts before we remake or refund it. If a return is required, we will provide the address and, for approved claims, a prepaid label.


What happens after we confirm the issue

Once we verify a company spelling error or damage on arrival, we will, at our option:

  • Remake the item with the correct spelling or as a replacement, and ship it at no charge to you, or
  • Refund the purchase price to the original payment method

Approved refunds are issued within 5–10 business days after we confirm the claim (or after we receive a returned item, if we requested one). Your bank may take additional time to post the credit.

If only part of an order is affected, we remake or refund only that part.


Customer errors are not covered

We cannot remake or refund an order when:

  • The spelling, name, date, or artwork on the product matches what you typed, uploaded, or approved
  • You chose the wrong size, color, product, or quantity
  • You no longer need the item, missed an event date, or ordered as a gift that was not wanted
  • Color or finish differs slightly from what you saw on your screen
  • The package was left unattended and later found damaged, and there is no photo evidence from delivery day

If you notice a mistake in your submission after you order but before we start production, email us immediately at support@etchandglow.ca. We will try to stop or correct the order if production has not begun. Once production has started, the order cannot be changed or canceled.


Proofs (if we send them)

If we send a digital proof, it is your last chance to catch spelling and layout issues. Approving a proof means you accept the text and design as shown. After approval, only damage on arrival or a production error that does not match the approved proof will qualify under this policy.


Shipping damage vs. later damage

“Received damaged” means the item was already damaged when it arrived. Photograph the box and the product as soon as you open them. Damage that happens after delivery — during storage, use, washing, or further shipping you arrange — is not covered.


International orders

We only sell and ship within North America. The same final-sale rules apply. For an approved spelling-error or damage claim, we will remake and reship or refund as described above. Customs duties on a replacement, if charged again, will be handled case by case.


Contact

Etch & Glow
1-12 Rowan Avenue
Kirkland Lake, ON, P2N 2N6

Support: support@etchandglow.ca


Changes to this policy

We may update this policy from time to time. The version posted on etchandglow.ca at the time of your purchase applies to that order.