Refund policy

Refund & Return Policy

At Carve & Burn, every order is crafted with care and attention to detail. Because many of our products are personalized or made-to-order, our return policy differs from that of traditional retail stores. We are committed to delivering exceptional craftsmanship and outstanding customer service, and if we make a mistake, we'll make it right.

Returns

We accept returns on non-personalized, stock items within 30 days of delivery.

To qualify for a return, the item must:

  • Be unused and in its original condition.

  • Include all original packaging.

  • Be free from damage caused after delivery.

Customers are responsible for return shipping costs unless the return is the result of our error or a defective product.

Personalized & Custom Orders

Because every personalized item is created specifically for you, all custom and personalized orders are final sale.

This includes, but is not limited to:

  • Laser engraved products

  • UV printed products

  • Personalized cutting boards

  • Tumblers and drinkware

  • Glassware

  • Awards and plaques

  • Corporate gifts

  • Custom artwork

  • Bring Your Own Item (BYO) engraving services

  • Live event engraving

  • Products personalized with names, dates, logos, or custom text

We cannot accept returns or provide refunds due to:

  • Change of mind

  • Incorrect information submitted by the customer

  • Customer-approved spelling or grammar

  • Font or design preference after approval

  • Personal preference

  • Gift recipient preference

  • Natural variations in wood grain, marble, slate, leather, bamboo, acacia, walnut, cork, or other natural materials

Please carefully review all personalization before submitting your order.

Artwork Approval

If a design proof is provided, it is the customer's responsibility to carefully review every detail before approving production.

Please verify:

  • Names

  • Dates

  • Spelling

  • Grammar

  • Fonts

  • Layout

  • Artwork placement

Once written approval has been received (including email or text message approval), production begins.

Carve & Burn is not responsible for errors that were present in an approved proof.

If We Made a Mistake

If your order contains an error caused by Carve & Burn, we'll correct it at no additional cost.

Examples include:

  • Incorrect engraving

  • Wrong personalization

  • Incorrect item shipped

  • Manufacturing defect

  • Damage that occurred before delivery

Please notify us within 7 days of receiving your order by emailing info@carveandburn.com.

Please include:

  • Your order number

  • Photos of the product

  • Photos of the packaging (if shipping damage occurred)

  • A brief description of the issue

After reviewing your claim, we'll determine whether a replacement, repair, store credit, or refund is appropriate.

Natural Materials

Many of our products are handcrafted using natural materials such as wood, marble, slate, leather, cork, bamboo, acacia, and walnut.

Because every piece is unique, variations in:

  • Wood grain

  • Color

  • Texture

  • Knots

  • Mineral streaks

  • Natural imperfections

are normal and are not considered defects. These characteristics are part of the beauty and uniqueness of handcrafted products.

Color & Engraving Variations

Actual engraving and printed colors may vary slightly from what appears on your computer, tablet, or phone screen.

Laser engraving results may also vary depending on the natural characteristics of each material.

These normal variations are not considered manufacturing defects.

Bring Your Own Item (BYO)

Customers who provide their own products for engraving understand that the engraving process carries inherent risks.

While we use professional equipment and exercise great care, Carve & Burn is not responsible for:

  • Hidden manufacturing defects

  • Material inconsistencies

  • Unknown coatings or finishes

  • Cracking, chipping, or breakage caused by the item's construction

  • Damage resulting from unknown material composition

If we determine an item cannot be safely engraved, we reserve the right to decline the service before production begins.

Corporate & Bulk Orders

Custom corporate orders, promotional products, team gifts, event merchandise, and bulk orders are considered final sale once artwork has been approved and production has started.

If changes are requested after production begins, additional charges may apply.

Order Cancellations

Orders may be canceled only before production begins.

Once:

  • Artwork has been approved

  • Personalization has been completed

  • Materials have been ordered specifically for your project

  • Production has started

the order can no longer be canceled or refunded.

Shipping

Estimated production and delivery dates are provided as a courtesy and are not guaranteed.

Once your package has been shipped, delivery is the responsibility of the shipping carrier.

Carve & Burn is not responsible for delays caused by:

  • USPS

  • UPS

  • FedEx

  • Weather

  • Holidays

  • Customs processing

  • Carrier service interruptions

If your package is marked as delivered but cannot be located, we recommend contacting the shipping carrier first. We will gladly assist you with filing a claim when appropriate.

Lost or Damaged Shipments

If your order arrives damaged, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Photos of the damaged product

  • Photos of the shipping box and packaging

This information helps us file a claim with the carrier and resolve your issue as quickly as possible.

Refund Processing

If a refund is approved, it will be issued to your original payment method within 5–7 business days after the returned item has been received and inspected.

Please note that your financial institution may require additional time to post the refund to your account.

Original shipping charges are non-refundable unless the return is the result of our error.

Chargebacks & Payment Disputes

If you experience an issue with your order, we encourage you to contact us before initiating a payment dispute with your credit card provider.

We are committed to resolving legitimate concerns promptly and fairly. Initiating a chargeback without first giving us the opportunity to resolve the issue may delay the resolution process and could affect future purchases.

Contact Us

If you have questions about your order, we're here to help.

Carve & Burn Designs
Miami, Florida
Email: info@carveandburn.com

We take pride in creating meaningful, handcrafted gifts that celebrate life's special moments. If something isn't right, we'll do everything we reasonably can to make it right.