Refund policy

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

For non-engraved items, your item must be in the same condition that you received it, unused and in its original packaging. A receipt or proof of purchase is required to process your return.

Please note that custom engraved items are non-refundable unless the item arrives damaged, defective, or incorrect. As each engraved order is personalized to your specifications, we are unable to accept returns due to a change of mind.

To start a return, you can email us at group@custom-co.ca. If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. For damaged or incorrect engraved orders, we will offer a replacement or full refund at no cost to you.

Refunds We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please keep in mind that your bank or credit card company may take additional time to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at group@custom-co.ca.