Refund policy

1. REPLACEMENTS & REFUNDS POLICY

Because our products are personalized and made specifically for each customer, we do not accept returns or exchanges due to a change of mind, personal preference, or incorrect options selected by the customer.
However, we stand behind the quality of our products. Eligible orders may receive a free replacement or refund in the following circumstances:

Eligible for replacement or refund

  • The item arrives damaged, defective, or broken.
  • The item contains significant printing, engraving, embroidery, or manufacturing defects.
  • The item does not match the product ordered or approved personalization.
  • Larchcroft sends the wrong product, size, color, or design.
  • An item is missing from the package.
  • The package is confirmed lost in transit by the shipping carrier.

Not eligible for replacement or refund

  • The customer selected the wrong size, color, product type, style, or quantity.
  • The customer submitted incorrect spelling, dates, names, photos, or personalization details.
  • The customer provided an incomplete or incorrect shipping address.
  • The customer changed their mind or no longer wanted the product.
  • Slight color differences are caused by screen settings, lighting, fabric texture, wood grain, printing surfaces, or manufacturing variations.
  • The product was damaged through misuse, improper care, washing, handling, or storage.
  • The item has been worn, washed, altered, soiled, or damaged after delivery.
Nothing in this policy limits any rights customers may have under applicable consumer protection laws.

2. HOW TO REQUEST A REFUND OR REPLACEMENT

Please contact our Customer Support team within 30 days of delivery if your order arrives damaged, defective, incorrect, or incomplete.
Include the following information:
  1. Your full name and order number.
  2. A brief description of the issue.
  3. Clear photos or video showing the entire product and the affected area.
  4. A photo of the packaging and shipping label.
  5. Any other information requested by our support team.
Please do not return or dispose of the item before receiving instructions from us. In most approved cases, returning the defective product will not be required.
After your request has been reviewed and approved, a replacement will be submitted for production or a refund will be issued to the original payment method.
Approved refunds are generally processed by us within 3–5 business days. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.

3. DELAYED OR LOST PACKAGES

Delivery estimates may be affected by circumstances outside our direct control, including:
  • Carrier disruptions.
  • Severe weather.
  • Customs inspections.
  • Peak holiday demand.
  • Regional delivery interruptions.
  • Delivery to remote locations.
  • Incorrect or incomplete address information.
If tracking continues to update, the package is generally considered to be in transit.
A package may be considered lost after the carrier confirms the loss or when tracking has shown no meaningful movement for an extended period beyond the estimated delivery date.
For eligible packages confirmed lost in transit, Larchcroft will review the tracking information and provide an appropriate replacement or refund.

4. PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it, please:
  1. Check your mailbox, porch, garage, side entrance, reception desk, parcel locker, and other safe delivery locations.
  2. Ask household members, neighbors, building staff, or property management.
  3. Allow up to two additional business days, as some carriers may mark a package delivered shortly before the actual delivery.
  4. Contact the shipping carrier using the tracking number.
  5. Contact Larchcroft Customer Support if the package still cannot be located.
Packages marked as delivered by the carrier are not automatically considered lost. Each case will be reviewed individually based on the tracking information and delivery circumstances.