Refund policy
Personalized & Made-to-Order Items
(Includes but is not limited to personalized phone cases, apparel, drinkware, jewelry, wooden clocks, canvas prints, embroidered items, and any other item customized with a name, photo, text, or design)
Because these items are custom-made especially for you, we're unable to accept returns, exchanges, or cancellations once production has started — including for buyer's remorse or incorrect size/personalization entered at checkout. Please double-check all details (size, color, spelling, etc.) before placing your order, as we cannot make changes once production begins.
Standard Items
Returns are accepted within 14 days of delivery, provided the item is unused and in its original packaging. Customers are responsible for return shipping costs. In addition, a $7.99 return processing fee will be deducted from your refund to cover original shipping and handling costs.
All Items — Damaged, Defective, or Wrong Item Shipped
Regardless of product type, if your item arrives damaged or defective, or if we shipped you the wrong product, contact us within 14 days of delivery at support@theproudgifts.com with a photo of the issue. We'll send a free replacement or issue a full refund.
This does not cover items ordered in the wrong size or colour by mistake — please check your selections carefully before ordering, as these details cannot be changed once an order is placed.
Refunds
- Personalized/Made-to-Order items: cannot be changed or cancelled once production has started.
- Standard items: can be cancelled if they haven't yet entered processing — contact us as soon as possible and we'll do our best to accommodate your request.
- Approved refunds are processed within 5–10 business days to your original payment method.
To request a cancellation or refund, contact support@theproudgifts.com with your order number as soon as possible.