Returns & Refunds Policy

We want you to be satisfied with your purchase. This policy explains how returns, refunds, and defect claims work. Please read the section that applies to your situation, and contact us before sending anything back so we can authorize your return and give you instructions.

1. 14-Day Returns (Change of Mind)

If you've simply changed your mind, you may return most items within 14 days of the delivery date for a refund of the product price, provided the item is:

  • Unused and in new, original, resalable condition, and

  • Returned in its original packaging with any included parts or accessories.

Details:

  • You pay return shipping for change-of-mind returns.

  • Your refund covers the product purchase price only. It does not include the original shipping cost or the return shipping cost.

  • Contact us first (see Section 4) to request a return authorization before shipping anything back. Returns sent without authorization may be delayed.

  • We inspect every returned item on arrival. We reserve the right to reduce or decline a refund for items that come back used, modified, damaged, or missing parts.

This section does not apply to custom, personalized, or made-to-order items (see Section 3).

2. Defective, Damaged, or Incorrect Items

This is separate from a change-of-mind return, and it's on us to make right.

If your item arrives defective, damaged in transit, or is not the item you ordered, we will cover the cost of fixing it:

  • We pay return shipping, and

  • We will send a replacement or issue a full refund (including original shipping), at your preference where practical.

To make a claim, contact us within 7 days of delivery with your order number and photos of the issue and packaging. This coverage applies to all products, including custom and made-to-order items — final-sale terms never waive our responsibility for our own defects or shipping errors.

3. Custom, Personalized & Made-to-Order Items

Items produced to your specifications — including custom designs, personalized engravings, heraldic work, and made-to-order pieces — are generally final sale, and the 14-day change-of-mind return in Section 1 does not apply to them.

  • Design and customization services carry minimum order amounts and/or non-refundable design fees.

  • Each custom product or service listing states its own exact deposit and refund terms in its description. Those stated terms govern that item.

  • Custom items are still fully covered under Section 2 if they arrive defective or not as ordered.

Please review the specific terms in a custom item's description before you order.

4. How to Start a Return or Claim

Email printcentvangogh@gutenbergarmory.com with:

  • Your order number,

  • A brief description of the reason, and

  • Photos (required for defect, damage, or wrong-item claims).

We'll reply with authorization and step-by-step return instructions.

5. Refunds

  • Approved refunds are issued to your original payment method.

  • Refunds are processed within 3 business days after we receive and inspect the returned item (or approve a defect claim).

  • Any sales tax collected on a refunded item is refunded with it.

  • Depending on your bank or card issuer, it may take additional days for the refund to appear on your statement.

Questions about this policy? Contact us at printcentvangogh@gutenbergarmory.com before purchasing or returning an item.