Returns, Refunds & Cancellations
Many L-SITE products are personalized, engraved, foil-stamped, or handmade to order. Please review this policy carefully before placing your order.
Returns
We accept returns of non-personalized products. Please contact us within 14 days of delivery to request a return. Once the return is approved, the item must be shipped back within 30 days of delivery.
Returned products must be unused, undamaged, and in their original condition and packaging. Please contact us before sending anything back. Returns sent without prior approval may not be accepted.
Non-Returnable Products
The following products cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:
- Personalized or custom-made products
- Custom-sized packaging
- Bulk or made-to-order products
- Used products
Please carefully review all names, dates, initials, custom text, sizes, colors, and logo files before submitting your order.
Cancellations and Order Changes
Cancellation requests must be submitted within 24 hours of placing the order and before production begins. After 24 hours, cancellation may no longer be possible.
For personalized products, a digital mockup will be sent for review. Please approve the mockup or request changes within 24 hours of receiving it.
Once the mockup is approved, the order will move into production, and no further changes or cancellations will be accepted.
If we do not receive a response within 24 hours, the mockup will be considered approved, and the product will be made as shown. Once this review period has passed, changes and cancellations will no longer be possible.
Customers are responsible for carefully reviewing all names, dates, spelling, custom text, design details, colors, and placement before approving the mockup.
Personalization Previews
Digital previews are intended to show the general design, text, and placement of the personalization.
Because each product is finished individually, the final foil color, engraving contrast, size, scale, and placement may vary slightly from the digital preview.
Approval of the mockup confirms that all personalization details are correct and ready for production.
Processing and Delivery
The estimated delivery timeframe shown with your order is the most accurate estimate available.
Delivery dates are not guaranteed and may be affected by production time, carrier delays, weather, holidays, incorrect addresses, or other circumstances outside our control.
We currently do not offer rush processing or expedited shipping.
Damaged, Defective, or Incorrect Products
Please contact us within five days of delivery if your order arrives damaged, defective, incomplete, or different from what you ordered.
Please include:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the shipping packaging if the item was damaged in transit
Please keep the product and all original packaging until we have reviewed the issue.
Each case is reviewed individually. Depending on the circumstances, we may offer a replacement, repair, partial refund, or full refund.
Personalization Errors
We are not responsible for errors in information submitted or approved by the customer, including incorrect spelling, names, dates, initials, custom text, sizes, colors, or logo files.
If we make an error during production, please contact us within five days of delivery so we can review the issue and provide an appropriate solution.
Return Shipping
Customers are responsible for return shipping costs on eligible returns unless the product arrived damaged, defective, or incorrect due to an error on our part.
Original shipping charges are non-refundable.
We recommend using a tracked shipping service. We are not responsible for returned packages that are lost or damaged in transit.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Products returned used, damaged, incomplete, altered, or outside their original condition may be refused or may qualify for only a partial refund.
How to Contact Us
To request a return, cancellation, refund, replacement, or order review, please contact us through our contact form before sending anything back.
Include your order number and the email address used to place the order. If your return is approved, we will provide return instructions and the correct return address.