Refund & Returns Policy for Custom Laser Engraving & Personalized Gifts

Refund and Returns Policy

At Burned to Memory, we pride ourselves on creating high-quality, custom laser-engraved products that are made specifically for you. Due to the personalized nature of our products, our refund and returns policy is outlined below. We appreciate your understanding.

1. Custom & Personalized Items

All Sales Are Final: For custom laser-engraved items, personalized gifts, or business promotional products, all sales are considered final once production has begun. These items are uniquely created to your specifications and cannot be restocked or resold.
Proof Approval: For orders requiring custom designs or specific text, we will often provide a digital proof for your approval before beginning production. It is the customer's responsibility to carefully review and approve these proofs. Any errors (typos, incorrect dates, design inaccuracies) approved by the customer are not eligible for a refund or return.

2. Damaged or Defective Items

Inspection Upon Receipt: Please inspect your order immediately upon receipt. If an item arrives damaged or defective due to our error or shipping mishandling, you must notify us within 7 business days of delivery.
Required Documentation: To report a damaged or defective item, please contact us at [email protected] and provide:
- Your order number.
- A detailed description of the damage or defect.
- Clear photographs or videos showing the damage/defect and the original packaging.
Resolution: Upon verification of damage or defect, Burned to Memory will, at our discretion, either replace the item at no additional cost or issue a full refund. We may require the damaged item to be returned to us, in which case we will provide a prepaid shipping label.

3. Non-Returnable Items

Custom or personalized products (as detailed in Section 1).
Gift cards.
Items not in their original condition, damaged or missing parts for reasons not due to our error.
Items returned more than 7 days after delivery (for damaged/defective claims).

4. Cancellations

Order cancellations are only possible if production has not yet begun. Once an order enters the production phase (which can be immediately after proof approval for custom items), it cannot be canceled.
To request a cancellation, please contact us immediately at [email protected].

5. Shipping Costs

Shipping costs for returns due to damage or defect (as per Section 2) will be covered by Burned to Memory.
Shipping costs for any other returns or exchanges (if applicable and pre-approved by us) are the responsibility of the customer.

6. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

7. Contact Us

For any questions regarding our refund and returns policy, please contact us at:

Email: [email protected]
Phone: (555) 123-4567
Address: [Your Business Address, if applicable]

Our Commitment to Quality

At Burned to Memory, we take immense pride in crafting unique and personalized items, including custom laser engraving on various materials, business promotional items, and custom gifts. Each product is made with precision and care in Caldwell, Idaho. We want you to be completely satisfied with your purchase. If you are not entirely happy, we are here to help.

1. Eligibility for Returns

You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Items must be returned within 30 days of delivery.
Products must be in their original, unused condition with all tags and packaging intact.
Proof of purchase, such as your order number or receipt, is required.

2. Non-Returnable Items

Due to the highly personalized nature of our business, certain items cannot be returned. These include:

Custom engraved items, custom apparel, or any product that has been personalized with specific text, images, or logos, unless there is a defect in manufacturing or an error in engraving on our part.
Items that show signs of wear, damage, or use not caused by our manufacturing process.
Gift cards.

If you believe your custom laser engraving or promotional product has a manufacturing defect or an error was made on our end, please contact our customer support team immediately to discuss your options.

3. Refunds

Stack of coins and cash, representing financial return or refund process

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card, or original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.

For eligible returns, your refund will be processed to your original method of payment, typically within 7-10 business days after we receive and inspect the returned item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4. Exchanges

We only replace items if they are defective or damaged upon arrival, or if there was an error in our custom laser engraving process. If you need to exchange it for the same item, please contact us. For non-customized products, exchanges may be possible depending on stock availability.

5. How to Initiate a Return

To start a return, please follow these steps:

Contact our customer support team with your order number and details about the product you would like to return.
Wait for approval and instructions on how to send your item back. Do not send items back without prior authorization.
Package your item securely, preferably in the original packaging, and include a copy of your purchase receipt.
Ship the item to the address provided by our customer service team.

For any questions regarding your order or our policy, please visit our My Account page or feel free to reach out to us directly.

6. Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a trackable shipping service or purchasing shipping insurance for return items, as we cannot guarantee that we will receive your returned item.

7. Changes to This Policy

Burned to Memory reserves the right to update or change our Refund and Returns Policy at any time. We encourage you to review this policy periodically for any changes. Your continued use of our services after we post any modifications to the Refund and Returns Policy on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Refund and Returns Policy.

Need help finding something new? Explore our wide range of custom laser engraved products and promotional gifts in our online store. For detailed terms of service, please read our Terms and Conditions.