At Baxy Design, we take pride in the quality of our custom and engraved products and want you to be satisfied with your purchase. Because many of our items are made to order and customized for each customer, our returns policy reflects the unique nature of our work while still providing protection where there is a manufacturing issue.
Eligibility for returns and replacements
We accept returns and offer replacements or refunds for products that contain a clear manufacturing mistake or defect. Examples of eligible issues may include:
- The engraving or design does not match the approved text, artwork, or specifications you submitted.
- The product arrives damaged due to manufacturing or production errors.
- The wrong product, size, or material was produced compared to your order confirmation.
These issues must be reported to us within 60 days of receiving your order. To help us evaluate the issue, we may request photographs or videos that clearly show the defect or discrepancy.
Because our products are customized and often engraved or made specifically for you, returns for reasons other than a manufacturing mistake (such as change of mind, ordering the wrong size, or personal preference) are generally not accepted as standard. However, we understand that special circumstances can arise, so we handle such requests on a case‑by‑case basis, and any accommodations are at our discretion.
Case-by-case returns (non-defective items)
If you wish to request a return, exchange, or adjustment for a non‑defective item, you must contact us within 60 days of receipt with your order number and a detailed explanation. We will review your request and may offer one of the following options depending on the situation:
- A partial refund or store credit.
- A remake or modification of the product at a discounted cost.
- A one‑time exception to our standard practice, where feasible.
Please note that because customized and engraved items typically cannot be resold, we may not be able to accept physical returns or provide full refunds in these cases.
Condition of returned items
If we authorize a physical return, items must generally be sent back in their original condition and packaging, unless the item arrived damaged or defective. We will provide specific instructions on how and where to send the return, and in some cases, we may provide a prepaid return label. Items sent back without prior authorization may not be accepted.
Process for initiating a return
To initiate any return, replacement, or case‑by‑case review:
- Contact us using the contact details on our website within 60 days of receiving your order.
- Include your order number, a description of the issue or reason for the request, and supporting photos where applicable.
- Wait for our team to review your request and respond with next steps, which may include return instructions, a decision on a remake, or a refund option.
We will make every reasonable effort to resolve your concern promptly and fairly.
Refunds
If a refund is approved, it will typically be issued to the original payment method used at checkout. Depending on your bank or card issuer, it may take several business days for the refund to appear on your statement. In some situations, we may offer store credit instead of a monetary refund, particularly for case‑by‑case, non‑defect situations.
Exchanges
For defects or manufacturing errors, we may offer an exchange or a remake of the same item rather than a refund. Any remake will aim to correct the original issue and will be shipped as soon as production is complete, subject to our standard production timelines.
By placing an order with Baxy Design, you acknowledge and agree to this Returns Policy, including the specific approach we take toward custom and engraved products.