Refund policy
Last updated: January 13, 2026
Custom / Personalized Items (Final Sale)
Items with uploaded photos for customization or engraving
Because personalized items are made to order, all custom/personalized items are final sale and are not eligible for returns or exchanges, except when:
- The item arrives damaged/defective
- We made a production error (e.g., wrong engraving text, wrong item sent)
Returns are not accepted due to buyer's remorse (e.g., "changed my mind / don't want it anymore").
Non-Custom Items (If Applicable)
Items without engraving or uploaded photos for customization
If an item is not personalized, you may request a return within 14 days of delivery:
- Items must be unused, in original condition, and in original packaging
- Return shipping is the buyer's responsibility
- Original shipping fees (if any) are non-refundable
Damaged / Defective / Wrong Item
Please contact us within 48 hours of delivery and provide:
- Clear photos of the item
- Photos of the outer packaging (including the shipping label, if possible)
We will offer a replacement or a refund depending on the situation.
Incorrect Customization Details
If an issue is caused by incorrect customization details provided by the buyer (spelling, names, dates, uploaded image quality, etc.), we are not responsible. Please review your customization carefully before submitting.
Cancellations & Changes
- Non-custom orders: You may request cancellation within 12 hours of purchase, as long as the order has not entered fulfillment/shipping.
- Custom orders: Once production begins, cancellations/changes are not guaranteed. If you need an update, please contact us immediately after purchase.
Shipping Delays
Carrier/customs delays are not grounds for a refund.
Contact
For returns/refunds, please email returns@pickandcase.com with your order number and details.
For general support, please contact support@pickandcase.com.