Effective Date: March 13, 2023
At Vanbrera Stones, we create custom engraved items made specifically for each customer. Because every piece uses customer-provided details, all custom orders are final once production begins.
No Returns on Custom Items
We do not accept returns. This rule applies to all custom and personalized items without exception. For example, we cannot accept returns due to changes of mind, ordering the wrong size, or personal preference.
Since custom engraved products cannot be reused or resold, each order becomes final as soon as we begin production. By placing an order, you confirm that you understand and accept this policy.
When We Make a Mistake, We Fix It
That said, we fully stand behind our work. If we make an error, or if damage occurs during shipping, we will correct the issue.
Specifically, we will repair, replace, or exchange an item if the problem involves:
- A misspelling or engraving error caused by us
- Poor engraving visibility or a material flaw
- A layout that does not match the submitted order details
- Damage that occurred during shipping
To move forward, please contact us within 14 days of confirmed delivery. Along with your message, include clear and well-lit photos that show the issue. After review, we will explain the next steps.
What This Policy Does Not Cover
However, we cannot offer repairs, replacements, or exchanges for certain situations. These include:
- Errors caused by incorrect personalization details provided by the customer
- Requests to change wording, font, or layout after production begins
- Natural variations in stone color, texture, shape, or surface
- Minor imperfections common to handcrafted or natural materials
- Damage that happens after delivery
- Issues reported after the 14-day window
Because we work with natural stone, each piece looks slightly different. For this reason, natural variation does not count as a defect.
Shipping-Related Issues
If an item arrives damaged, please contact us within 14 days of delivery. Include photos of both the item and the packaging. We will then help resolve the issue and assist with carrier claims when appropriate.
Once a package enters the carrier’s possession, we cannot control delays, loss, or theft. Even so, we will make reasonable efforts to help you track or address shipping problems.
How We Handle Resolutions
We review all correction requests individually. Based on the situation, we decide whether repair, replacement, or exchange is appropriate. Cash refunds are not available for custom items.
Our goal remains simple: resolve valid issues fairly while protecting the integrity of our work.
Final Acknowledgment
By placing an order with Vanbrera Stones, you confirm that you have read, understood, and agreed to this Returns & Exchanges Policy in full.