Our policy
Returns & Refunds PolicyÂ
Our policy is built on the unique nature of artisan craftsmanship.
Because each WAIDO piece is handcrafted and personalized specifically for you, custom orders are final sale. We are committed to ensuring your keepsake meets our rigorous standards of quality and care.
Detailed Policy Terms
Personalized Items
Because personalized products are created specifically for you, all personalized and custom-made items are final sale and cannot be returned or exchanged. Please carefully review all names, dates, spelling, sizing, colors, and customization details before submitting your order.
If we make an error in your personalization, or your item arrives damaged or defective, please contact us so we can make it right.
Non-Personalized Items
Eligible non-personalized items may be returned within 14 days of delivery, as long as they are unused and returned in their original condition and packaging. Customers are responsible for return shipping costs, except when an item arrives damaged, defective, or incorrect.
Order Changes & Cancellations
Changes or cancellations may be requested before production begins. Once customization, engraving, or production has started, the order cannot be changed or canceled.
Defective or Damaged Products
If your item arrives damaged, defective, or with an error made by WAIDO, please contact us within 7 days of delivery. We may request clear photos of the item and its original packaging. Once reviewed, we will work with you to provide an appropriate replacement, repair, or refund when applicable.
Shipping issues
Once an order has been shipped, you will receive tracking information when available. WAIDO is not responsible for carrier delays; however, if your package is lost or arrives damaged, please contact us and we will assist you with the next steps.
We're happy to help. Contact us before placing your order if you have any questions about customization or returns.