Returns & refunds

We want you to be happy with your purchase. If something arrives wrong or damaged, contact us — we will work with you toward a fair outcome.

By ordering, you acknowledge the terms below. This policy is written for a typical POD gift store; have legal counsel review before you scale paid acquisition.

Cancellation & changes

Personalized items are sent to production quickly. If you need to cancel or change an order, email support@toplovehouse.com with your order number as soon as possible.

• Within a short grace window (for example 2 hours after checkout — set your real window in operations): changes or cancellation may be possible if production has not started.
• After production starts, cancellation may no longer be possible; substitutions may be limited to reprints for production errors.
• During peak holidays, modification requests may slightly extend delivery — communicate honestly with customers.

Free replacement or refund (qualifying issues)

Within 45 days of delivery (adjust if your counsel prefers a different window), if your item is:

• Damaged, defective, or not functioning as intended;
• Materially different from what you ordered or from your order confirmation;
• Lost in transit (when the address provided was correct and the carrier confirms non-delivery in line with carrier rules),

we may offer a replacement or full/partial refund at our discretion. For many POD defects, a replacement without requiring a physical return is industry standard — confirm your chargeback and payment processor rules.

Situations that typically do not qualify

• Requests received after your published return window.
• Change of mind, buyer's remorse, or dislike of subjective design choices that match the proof preview.
• Damage caused by misuse, washing contrary to care instructions, or third-party alterations.
• Errors caused by customer-submitted text, spelling, or images — always encourage customers to double-check customization before checkout.

Replacement with a small fee (optional policy)

In some cases (for example wrong size or color selected by the customer, or a typo in custom text that still matched what was submitted), you may offer a discounted reprint instead of a free replacement. State your rules clearly at checkout.

How to start a claim

Email support@toplovehouse.com with your order number, a short description, and clear photos of the issue (packaging + product). We aim to respond within 1–2 business days (set and honor your real SLA).

Chargebacks

TopLoveHouse keeps order and audit records to resolve disputes in good faith. If you have a concern, contact us before initiating a chargeback so we can try to fix the problem quickly.