Refund policy

Returns and Refunds

Every Names We Keep piece is made specifically from the personalization submitted with the order. Because personalized items cannot be resold, we do not accept returns or exchanges for a change of mind, an incorrect name or spelling submitted by the customer, or an incorrect finish or name count selected by the customer.

Changes and cancellations

If you need to change or cancel an order, email alboroinfo@gmail.com within 2 hours of placing it. We will do our best to help, but changes and cancellations cannot be guaranteed after production has started.

Damaged, defective, or incorrect items

If an item arrives damaged, defective, or materially different from the personalization submitted with the order, email alboroinfo@gmail.com within 14 calendar days of delivery. Include the order number, a description of the problem, and clear photographs of the item and packaging.

After reviewing the issue, Names We Keep will offer an appropriate resolution, which may be a replacement at no additional cost or a full refund to the original payment method. Where a physical return is required, return instructions and a prepaid shipping method will be provided. Do not send an item back without prior authorization.

Customer-submitted personalization

Customers are responsible for checking every name, letter, finish, and option before selecting Save and placing the order. A complimentary remake or refund is not available when the finished item matches the information submitted by the customer.

Refund timing

Approved refunds are issued to the original payment method within 10 business days. Banks and card issuers may require additional processing time before the credit appears. If more than 15 business days have passed since a refund was approved, contact alboroinfo@gmail.com.

This policy does not limit any rights that cannot legally be excluded.