Refund policy

Legacy Etch – Return & Refund Policy

Last Updated: 11/25/2025

Thank you for choosing Legacy Etch, a small, family-owned engraving studio based in Scranton, Pennsylvania. We take pride in crafting high-quality, personalized items made just for you. Because many of our products are customized and made to order, our return and refund process differs from larger retailers. Please review the full policy below.

✨ Custom & Personalized Items

Most Legacy Etch products are personalized (including engravings, names, dates, photos, or custom artwork). Because these items are made specifically for you:

Custom and personalized items are not eligible for returns or refunds
unless one of the following applies:

The product arrives damaged
There is a manufacturing defect
The engraving or personalization is incorrect due to our error

If any of the above occurs, we will remake the item or issue a refund at no cost.

Please note:
Once an item has been personalized, it permanently voids all manufacturer and supplier warranties. As a result, Legacy Etch cannot return or exchange the blank product with our suppliers after customization. This is standard across the engraving and personalization industry.

✨ Non-Personalized Items

Non-custom items may be returned within 14 days of delivery if:

They are unused
In original condition
In original packaging

Buyer is responsible for return shipping unless the item arrived damaged or defective.

✨ Damaged or Defective Items

If your order arrives damaged or has a production issue, please contact us within 7 days of delivery.

Include:

Your order number
Photos of the damage or defect
A brief description of the issue

We will remake the product or issue a refund once the claim is verified.

✨ Incorrect Personalization (Spelling / Design)

If the error is on our end:
✔ We will replace the item for free or provide a full refund.

If the personalization was entered incorrectly by the customer:
❌ We cannot issue a refund or free replacement.
✔ We can offer a discounted remake.

Please double-check all spelling, dates, names, and uploaded designs before completing checkout.

✨ Order Cancellations

Orders can be canceled within 2 hours of purchase.
After that, production may have already started, and cancellations may no longer be possible.

✨ Refunds

Approved refunds are issued to the original payment method.
Depending on your bank or payment provider, refunds typically appear within 3–7 business days.

✨ Lost or Missing Packages

If a package is marked Delivered by the carrier but you did not receive it, please contact your local post office or carrier first.

If the package never shows movement or is confirmed lost in transit, contact us and we will assist with filing a claim and replacing the item once approved. All shipments from Legacy Etch are insured.