Satisfaction Protocol
Refund Policy
Updated: May 10, 2026
At GiftBay, we create personalized items that are made specifically for you. Because these pieces cannot be resold, we have a clear policy on returns and refunds.
1. Non-Returnable Items
Because our products are custom-engraved with your unique names, dates, or photos, we do not accept returns or offer refunds for "change of mind" or customer errors.
Personalized Items: Wallets, pendants, and bracelets with custom engraving are final sale.
Gift Cards: Purchased digital gift cards are non-refundable.
2. When We Offer a Refund
Your satisfaction is our priority. We will provide a full replacement or refund in the following situations:
- Our Error: If we engrave a name or date differently than what you provided in your order.
- Damaged on Arrival: If your item arrives broken or with a major structural defect.
- Wrong Item: If you receive a different product than what you ordered.
3. How to Start a Claim
If your item is damaged or incorrect, please follow these steps within 48 hours of receiving your package:
- Email Us: Send an email to giftbaysupport@gmail.com.
- Provide Proof: Include your Order Number and a clear photo of the error or damage.
- Review: Our studio will review your claim within 24 hours and send a replacement immediately if approved.
4. Cancellations
As mentioned in our Terms, you have a 2-hour window after placing your order to cancel for a full refund. Once our engineering process begins, we cannot cancel the order.