Refund & Return Policy

1. Understanding Our Custom Products

At LyteWork Engraving, every product we create is made to order based on your unique specifications. Whether it's a personalized tumbler, custom award, engraved cutting board, or corporate gift, each item is individually crafted with your chosen text, logo, or design.

This means:

• We cannot resell custom items to other customers
• Production begins immediately after design approval and payment
• Each piece is uniquely yours and cannot be "unstocked"
• We carefully review all artwork and specifications before production begins

2. Non-Returnable Items

The following items cannot be returned or refunded unless defective or damaged:

2.1 All Custom/Personalized Products

• Items with custom engraving, text, names, or dates
• Products with custom logos or artwork
• Personalized awards, trophies, plaques, and medals
• Custom drinkware (tumblers, mugs, water bottles, glassware)
• Engraved cutting boards, keychains, and gift items
• Name badges, signage, and business identification products
• Any item produced to customer specifications

2.2 Additional Non-Returnable Items

• Digital design files or artwork (design fees are non-refundable)
• Shipping and handling charges
• Rush order fees
• Items damaged due to customer misuse or negligence

3. When Returns ARE Accepted

We will gladly accept returns, offer replacements, or issue refunds in the following circumstances:

3.1 Our Error

• Incorrect engraving: Text, names, dates, or design differs from your approved artwork
• Wrong product: You received a different item than what you ordered
• Production defects: Errors in engraving quality, alignment, or execution
• Missing items: Part of your order was not included in the shipment

3.2 Defective Products

• Product arrived damaged or broken
• Manufacturing defects in the base product (not related to engraving)
• Items that do not function as intended (e.g., lid doesn't seal, plaque backing doesn't work)
• Quality issues that render the product unusable

3.3 Damaged in Transit

• Items damaged during shipping (must be reported within 48 hours)
• Package arrived visibly damaged
• Contents are broken or scratched due to carrier handling

4. How to Request a Return or Refund

4.1 Timeframe

• Claims must be made within 48 hours of receiving your order
• After 48 hours, we cannot guarantee resolution of issues
• Late claims will be evaluated on a case-by-case basis

4.2 Required Information

To process your return or refund request, please contact us with:

• Your order number
• Photos of the product showing the issue or defect
• Photos of packaging if damage occurred in transit
• Detailed description of the problem
• Copy of your original approved artwork/design (if applicable)

4.3 Contact Us

• Email: info@lytework.net (preferred method)
• Phone: (470) 253-1050
• Include photos and order details for fastest resolution

5. Resolution Options

When we approve a return or claim, we offer the following solutions at our discretion:

5.1 Replacement

• We will recreate and ship a corrected version of your product at no additional charge
• Typical turnaround: 3-7 business days for production + shipping time
• Rush production may be available in some cases
• We cover all shipping costs for replacement items

5.2 Refund

• Full refund of the product purchase price
• Refunds processed to original payment method within 5-7 business days
• Original shipping charges are non-refundable unless the error was ours
• You may be asked to return or dispose of the defective item

5.3 Partial Refund or Credit

• In some cases, a partial refund or store credit may be offered
• This may apply to minor issues that don't affect product functionality
• Credits can be used toward future purchases with no expiration date

6. Order Cancellations

6.1 Before Production Begins

• Orders may be cancelled before production starts
• Full refund minus any design fees already incurred
• Contact us immediately at (470) 253-1050 or info@lytework.net
• Cancellation must be requested within 24 hours of order placement for best results

6.2 After Production Begins

• Orders cannot be cancelled once production has started
• Production typically begins within 1-2 business days of artwork approval
• We will notify you when production begins if you've requested cancellation

6.3 Design Fees

• Custom design work is non-refundable
• If we have created custom artwork for your project, design fees will be deducted from any refund
• You will receive the completed design files even if the order is cancelled

7. Proof Approval & Customer Responsibility

Quality control begins with you. To ensure your complete satisfaction:

7.1 Design Approval Process

• Review all artwork, text, spelling, and design details carefully before approval
• Completing checkout constitutes approval of the design as submitted
• We are not responsible for errors in customer-provided text or artwork
• Double-check names, dates, spelling, punctuation, and formatting

7.2 What We Check

• Technical feasibility of the design
• Engraving quality and clarity
• Proper sizing and positioning

7.3 What You Must Check

• Spelling and grammar accuracy
• Correctness of names, dates, and numbers
• Appropriateness of content
• Approval of design layout and style

Important: Once you approve a design (either by checking out or sending written approval), we cannot accept returns due to customer errors in spelling, wording, or design choices.

8. Warranty Information

8.1 Engraving Workmanship Warranty

• We warranty our engraving workmanship for the life of the product
• If our engraving fades, peels, or wears off under normal use, we will replace it
• This warranty does not cover damage from misuse, abuse, or accidents

8.2 Product Warranty

• Base products (tumblers, awards, etc.) are warranted for 1 year against manufacturing defects
• Natural variations in wood, leather, or other materials are not defects
• Normal wear and tear is not covered
• Warranty does not cover damage from drops, impacts, or improper care

8.3 Making a Warranty Claim

• Contact us with photos and description of the issue
• Include your original order number and purchase date
• We will evaluate the claim and determine if warranty coverage applies

9. Refund Processing

9.1 Timeframe

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Allow 3-5 additional business days for your bank/card issuer to post the refund
• You will receive an email confirmation once the refund is processed

9.2 What's Included in Refunds

• Product purchase price (if full refund)
• Original shipping costs (only if error was ours)

9.3 What's NOT Included in Refunds

• Shipping costs (unless we made an error)
• Return shipping fees
• Rush processing fees
• Design or artwork fees
• Credit card processing fees (if applicable)

10. Returning Items to Us

10.1 When Returns Are Required

• You will only need to return items if we specifically request it
• In many cases, photos are sufficient for evaluation
• Defective items may not need to be returned

10.2 Return Shipping

• If we request a return due to our error, we will provide a prepaid shipping label
• If the issue is determined to be customer error, return shipping is at customer's expense
• Items must be returned in original condition and packaging when possible

10.3 Return Address

If instructed to return an item, ship to:

LyteWork Engraving, LLC
1945 Blossom Creek Ln
Cumming, GA 30040

Do not return items without prior authorization. Unauthorized returns will not be refunded.

11. Bulk & Corporate Orders

• Bulk orders (25+ items) follow the same return policy
• We recommend ordering a sample before placing large orders
• Production proofs may be provided for bulk orders upon request
• Partial refunds or replacements may be offered if only some items in a bulk order are defective
• Rush fees on bulk orders are non-refundable once production begins

12. Special Circumstances

12.1 Wrong Product Sent

• If you receive a completely different product than ordered, we will replace it at no charge
• Keep the incorrect item until we arrange pickup or provide disposal instructions
• Correct item will be shipped immediately upon confirmation

12.2 Color/Material Variations

• Colors may vary slightly from screen to product due to monitor settings
• Natural materials (wood, leather) have inherent variations in grain, color, and texture
• These variations are not defects and are not eligible for returns
• Metal finishes may have slight variations between batches

12.3 Size/Dimension Concerns

• All product dimensions are listed on product pages
• If you're unsure about sizing, contact us before ordering
• Size expectations that don't match listed dimensions are not eligible for return

13. Your Satisfaction is Our Priority

While our policy protects both you and our business given the custom nature of our work, we genuinely want every customer to love their purchase. If you have concerns about your order, please reach out to us. We're real people who take pride in our craftsmanship and will work with you to find a fair solution.

Communication is key:

• Unsure about a design? Ask us for feedback before checkout.
• Need a specific shade or style? Call us to discuss options.
• Concerned about turnaround time? Let us know your deadline upfront.
• Have special requirements? Tell us in your order notes.

The more we know about your vision, the better we can make it a reality.

14. Contact Us

Questions about returns, refunds, or order issues? We're here to help:

• Email: info@lytework.net (best for detailed inquiries with photos)
• Phone: (470) 253-1050
• Address: LyteWork Engraving, LLC, 1945 Blossom Creek Ln, Cumming, GA 30040

Thank you for choosing LyteWork Engraving. We appreciate your business and trust in our craftsmanship!