Refund policy

Return and Refund Policy

1. Returns and Exchanges

  • We take pride in providing high-quality custom embroidery products tailored to your specifications. Each item is created with great care to meet your expectations.
  • Due to the personalized nature of our products, we do not accept returns or exchanges for personalized items unless there is a defect in the product or an error on our part.
  • Exchanges are permitted for store credit on non-personalized items only. Personalized items are non-refundable, and all exchange shipping costs are the responsibility of the customer.

2. Defective or Incorrect Items

  • If you receive a defective or incorrect item, please contact us at customerservice@sawyerandspade.com within 3 days of receiving your order.
  • To process your claim, we may request photos or additional information to verify the defect or error as well as require you to ship back your item. 
  • If the issue is confirmed to be a defect or our error, we will: Replace the item with the corrected product at no additional cost to you, OR Issue a refund for the full purchase price, excluding shipping fees.

3. Cancellations

  • Custom orders are processed promptly to meet your specifications. Therefore, order cancellations are only accepted within 1 hour of placing the order.
  • To request a cancellation, please contact us at customerservice@sawyerandspade.com within the specified timeframe.
  • Cancellations requested outside of the specified timeframe may not be possible, as production may have already begun.

4. Refunds

  • Refunds for defective or incorrect items will be processed within 7-10 business days after approval of your claim.
  • Refunds will be issued using the original payment method used for the purchase.
  • Please note that it may take additional time for the refund to appear on your credit card or bank statement, depending on your financial institution.

5. Contact Us

  • If you have any questions or concerns about our return and refund policy or need assistance with a return or exchange, please contact us at customerservice@sawyerandspade.com

6. Changes to this Policy

  • We reserve the right to update or modify this return and refund policy at any time. Any changes will be posted on this page with the "Last Updated" date.

By placing an order with us, you agree to and accept the terms outlined in this return and refund policy.

Last Updated: 10/25/2023