# Refund Policy
**Effective Date: January 27, 2026**
At Osprey Engrave LLC, we take pride in creating high-quality custom laser-engraved products. Due to the personalized nature of our items, we have specific policies regarding returns, exchanges, and refunds. Please read this policy carefully before placing an order.
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## Our Commitment to Quality
Every product is custom-made to your specifications and undergoes quality inspection before shipping. We are committed to ensuring you receive a product that meets our high standards of craftsmanship.
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## Custom Products Policy
### No Returns or Exchanges on Custom Items
Due to the personalized nature of our products, **we do not accept returns or exchanges on custom-engraved items** that are made according to your specifications. This includes:
- Golf bag tags with personalized text
- Custom challenge coins
- Hats with custom engraved patches
- Personalized business cards
- Custom keychains and name tags
- Any product with customer-provided text, designs, or logos
### Why We Can't Accept Returns
Custom engraved products are created specifically for you and cannot be resold. Once we begin production on your custom order, the personalization process cannot be reversed.
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## When We Offer Refunds or Replacements
We **will** provide a refund or replacement in the following situations:
### 1. Manufacturing Defects
If your product has a defect in materials or workmanship caused by Osprey Engrave, we will replace it or issue a full refund.
**Examples of manufacturing defects:**
- Cracked or broken materials due to production error
- Engraving errors made by Osprey Engrave (not customer-provided errors)
- Significant quality issues with the finished product
- Missing components or accessories
### 2. Shipping Damage
If your product arrives damaged due to shipping, we will replace it or issue a full refund.
**Examples of shipping damage:**
- Crushed or broken items
- Severely bent or dented products
- Items damaged by water or shipping conditions
### 3. Wrong Item Sent
If we send you the incorrect product entirely (not your custom order), we will send the correct item or issue a full refund.
### 4. Our Production Errors
If we make an error in producing your order that differs from your approved specifications, we will remake it or issue a full refund.
**Examples of our errors:**
- Incorrect engraving that differs from what you provided
- Wrong font, size, or placement that we selected
- Using wrong materials or product type
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## What Is NOT Covered
We **cannot** offer refunds, returns, or replacements for:
### Customer-Provided Errors
- Misspellings or typos in text you provided
- Incorrect information (names, dates, numbers)
- Design files with errors or poor quality
- Wrong logo or image uploaded
- Incorrect specifications provided by customer
### Subjective Preferences
- "I don't like how it looks" or "It's not what I expected"
- Color variations from photos (monitor/lighting differences)
- Design preferences or style choices
- Size expectations (unless product dimensions were misrepresented)
### Normal Wear and Tear
- Damage from regular use after delivery
- Scratches from daily handling
- Fading from sun exposure
- Damage from misuse or improper care
### Buyer's Remorse
- Changed mind after ordering
- No longer need the item
- Ordered wrong quantity
- Found a better price elsewhere
### Items Without Prior Authorization
- Products returned without contacting us first
- Items returned after the 7-day window
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## How to Request a Refund or Replacement
If you believe your order qualifies for a refund or replacement, please follow these steps:
### Step 1: Contact Us Within 7 Days
Email us at **ospreyengrave@gmail.com** within **7 days of receiving your order** with:
- Your order number
- Description of the issue
- Clear photos showing the defect or damage
- Take photos from multiple angles
- Include close-ups of the problem area
- Show the entire product in context
### Step 2: Wait for Our Response
We will review your claim within 2-3 business days and respond with:
- Approval for replacement or refund
- Request for additional information or photos
- Explanation if the issue is not covered by our policy
### Step 3: Follow Instructions
If approved:
- **Replacement**: We will produce and ship a new item at no charge
- **Refund**: We will issue a full refund to your original payment method within 5-7 business days
- **Partial Refund**: In some cases, we may offer a partial refund if you wish to keep the item
### Step 4: Return Shipping (If Applicable)
- For defective or damaged items: **We cover return shipping**
- For non-covered returns: Return shipping is your responsibility (if we approve the return)
- We will provide a prepaid return label for approved claims
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## Refund Processing
### Refund Timeline
Once your refund is approved:
- Processing time: 2-3 business days
- Refund to payment method: 5-7 business days
- Total time: 7-10 business days
### Refund Method
Refunds will be issued to your original payment method:
- Credit/debit cards: Refund to the card used
- PayPal: Refund to your PayPal account
- Other payment methods: Refunded via the original processor
### Refund Amount
- **Full refunds** include: Product cost + original shipping (if applicable)
- **Partial refunds** may be offered for minor issues if you keep the item
- **Return shipping costs** are covered by us for defective/damaged items
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## Proof Approval Process
To help prevent errors and ensure satisfaction, we offer proof approval for certain custom orders:
### When Proofs Are Provided
We provide digital proofs for:
- Complex custom designs
- Large or high-value orders
- Orders with uploaded logos or graphics
- Orders upon customer request
### Your Responsibility
When you receive a proof:
- **Review carefully** for spelling, layout, and design accuracy
- **Approve or request changes** within 48 hours
- **Understand** that once approved, you assume responsibility for the accuracy
### Orders Without Proofs
For simple text-based orders (bag tags with names, etc.):
- **Double-check your order** before submitting
- We will produce exactly as you specify
- No refunds for customer-provided errors
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## Cancellations
### Before Production Begins
You may cancel your order **within 24 hours** of placing it, before production begins:
- Contact us immediately at ospreyengrave@gmail.com
- Full refund will be issued if production has not started
- No cancellation fee
### After Production Begins
Once production begins (typically 24 hours after order):
- **Cancellations are not accepted**
- Order cannot be modified
- No refunds will be issued
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## Exchanges
### Standard Products
For non-custom products (if applicable), we may offer exchanges:
- Contact us within 7 days of delivery
- Item must be unused and in original condition
- Customer pays return shipping
- Exchange processed upon receipt of returned item
### Custom Products
Custom engraved products **cannot be exchanged** due to personalization.
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## Order Issues and Resolution
### Missing Items
If part of your order is missing:
- Contact us within 7 days
- We will ship the missing items at no charge
### Delayed Shipments
If your order is significantly delayed:
- Contact us for a status update
- We will provide tracking information
- Refund may be offered for extreme delays (30+ days)
### Lost Packages
If tracking shows your package as delivered but you haven't received it:
- Check with neighbors, building management, or family members
- Contact the shipping carrier
- Contact us if the package cannot be located
- We will file a claim and work to resolve the issue
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## Special Circumstances
### Bulk Orders
For large quantity orders (10+ items):
- Please inspect items carefully upon receipt
- Report any issues within 7 days
- We may offer partial replacement for defective items in bulk orders
### Corporate or Team Orders
For business or organization orders:
- Same refund policy applies
- Proof approval is required for all bulk orders
- Contact us about volume discounts and rush production
### Custom Design Services
If we provide custom design services:
- Design revisions are included before production
- No refunds after design approval and production begins
- Digital design files are not provided separately
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## Your Responsibilities
To ensure the best outcome:
### Provide Accurate Information
- Double-check all spelling, punctuation, and details
- Verify names, dates, numbers, and text
- Ensure uploaded files are high quality and correct
### Review Proofs Carefully
- Take time to review digital proofs when provided
- Check every detail before approval
- Request changes before approving
### Inspect Upon Delivery
- Open and inspect your order within 7 days
- Document any issues with photos
- Contact us promptly if there are problems
### Communicate Promptly
- Respond to our emails in a timely manner
- Provide requested information or photos
- Keep us updated on any address changes
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## Contact Us
If you have questions about this Refund Policy or need to initiate a return:
**Osprey Engrave LLC**
Email: ospreyengrave@gmail.com
Website: ospreyengrave.com
Location: Fort Myers, Florida
**Response Time:**
We respond to all inquiries within 1-2 business days.
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## Summary
✅ **We offer refunds/replacements for:**
- Manufacturing defects
- Shipping damage
- Wrong item sent
- Our production errors
❌ **We do NOT offer refunds/replacements for:**
- Customer-provided errors (spelling, wrong info)
- Subjective preferences or buyer's remorse
- Normal wear and tear
- Cancellations after production begins
📧 **To request a refund:**
- Email ospreyengrave@gmail.com within 7 days
- Include order number and photos
- We'll review and respond within 2-3 business days
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**Last Updated: January 27, 2026**
Thank you for choosing Osprey Engrave. We appreciate your business and are committed to your satisfaction!
