Refund policy

REFUND & RETURN POLICY

At SHADORA, we want you to love your personalized keepsake. Because most of our products are made to order, this policy is different for personalized items than for standard retail goods - please read below.

Personalized Items

Each item is custom-made specifically for you using the names, date, and message you provide at checkout. Because of this, personalized items cannot be returned or exchanged simply for a change of mind once production has begun.

However, we will provide a full refund, replacement, or store credit (your choice) if:

.: Your item arrives damaged or defective
.: You received the wrong item
.: There was a production error that does not match the personalization details you correctly submitted at checkout

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, date, and message) before completing checkout. If you notice an error right 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.