Refund policy

REFUND & RETURN POLICY

At SHADORA, we want you to love your personalized keepsake. Because our products are personalized and made to order, this policy is different from standard retail returns - please read below.

Personalized Items

Each item is custom-made specifically for you using the personalization details you provide when you order (such as names, milestone dates, milestone titles, and an optional closing message). Because of this, personalized items cannot be returned, exchanged, or refunded for a change of mind once production has begun.

Damaged, Defective, or Incorrect Items

If something is wrong because of a SHADORA or production error, we will make it right with an appropriate reprint, replacement, or refund. This applies if:

.: Your item arrives damaged or defective
.: You received the wrong item
.: The personalization differs materially from the details you correctly submitted with your order due to a SHADORA or production error

If any of the above applies, contact us at support@shadora.co within 30 days of delivery with your order number and photos of the issue, and we will make it right.

Order Accuracy

Please carefully review your personalization details (names, milestone dates, milestone titles, and closing message) before completing checkout. If you notice an error or need a change after placing your order, contact us as soon as possible - we will do our best to correct it before production begins, though changes cannot be guaranteed once production is underway. SHADORA is not responsible for items produced exactly as personalized by the customer at checkout.

Cancellations

Because production begins shortly after an order is placed, cancellation requests can only be honored if production has not yet started. Contact us as soon as possible if you need to cancel an order.

Your Consumer Rights

Nothing in this policy limits or excludes any legal rights you have under applicable consumer protection laws, including any statutory right to a refund, replacement, or repair for goods that are faulty, not as described, or otherwise fail to comply with consumer protection legislation in your jurisdiction.

Contact Us

If you have any questions about this policy, contact us at support@shadora.co.