Policies

Terms & Conditions

By ordering from PersonalizeIt ("we", "us"), you agree to the following terms:

• All products are made to order based on the personalization details (name, text, photo) you provide.
• You are responsible for the accuracy of spelling, names and photos submitted — please double-check before confirming your order.
• Product images shown on this site are representative; the actual engraving finish may vary slightly due to the handmade nature of laser engraving.
• Orders are confirmed only after you receive a confirmation message from us on WhatsApp or email.
• Prices are subject to change without prior notice; the price confirmed at the time of order will be honored.

Privacy Policy

We collect only the information needed to process your order:

• Name, phone number, delivery address, and payment confirmation details.
• Any photo or text you share for personalization — used only to create your order and not shared with third parties beyond our production vendor.
• We do not sell or rent your personal information to anyone.
• Photos submitted for engraving are retained only as long as needed to fulfill and support your order, then deleted periodically.

Questions about your data can be sent to us on WhatsApp.

Shipping & Delivery Policy

• We currently deliver across Gurgaon (Gurugram) only. We are not able to ship outside Gurgaon at this time.
• Typical production time is 4–6 working days from order confirmation, before dispatch.
• Orders are hand-delivered or couriered to your Gurgaon address; delivery after dispatch is typically 1–3 working days.
• Bulk/corporate and wedding orders may require additional production time — we'll confirm this with you at the time of order.
• Delivery charges (if any) will be communicated before you confirm your order.

Return, Exchange & Refund Policy

Every PersonalizeIt piece is engraved specifically for you after you approve a preview on WhatsApp, so this policy works differently from a regular online store. It's built around one idea: if something is wrong because of us, we fix it at no cost to you; if an order was made exactly as you approved it, it isn't eligible for return simply because you changed your mind.

Order confirmation & cancellation

• Your order is only confirmed once you approve the final design/text preview we send on WhatsApp — nothing goes into production before that.
• You can cancel or change an order free of charge any time before you approve the preview and production begins.
• Once you've approved the preview and we've started engraving, the order cannot be cancelled, since the piece is already being cut specifically for you.
• If you've already paid (in full or as an advance) by the time production starts, that payment is non-refundable at that stage — the same reasoning applies whether it's a single piece or a bulk order.

Exchange policy

• Because each piece is engraved with your name, photo or message, we're not able to offer exchanges for a different design, product or size once an order is confirmed — there's no "restock" version to swap it for.
• The one exception is our mistake: if you receive the wrong product entirely (e.g. a different item than what you ordered), we'll exchange it for the correct one at no extra cost, including return pickup where available.
• For gift sets or multi-item bulk orders, an incorrect individual piece is replaced on its own — you don't need to send back the full order.

What's eligible for a free replacement

Message us on WhatsApp within 48 hours of delivery if:

• The item arrives visibly damaged or broken in transit.
• There's a genuine manufacturing or engraving defect — cracked material, a machine error, unreadable engraving.
• The engraving doesn't match the exact preview you approved (wrong spelling, wrong photo, wrong placement — on our side, not yours).

What's not eligible

• The item was made exactly as shown in the preview you approved, including any spelling, name or photo details you provided.
• Change of mind after an order has been confirmed and production has started.
• Normal, expected variation in engraving depth/tone or wood and leather grain — these are handmade pieces, not mass-printed.
• Items that have been worn, used, washed or altered after delivery.
• Claims raised more than 48 hours after the delivery date.

How to raise a claim

1. Message us on WhatsApp with your order/payment reference.
2. Send clear photos (and a short unboxing video, if possible) showing the issue and the shipping label/packaging.
3. We'll confirm within 1–2 working days whether it qualifies, and the next step.

Keep the product in its original packaging with all accessories until the claim is resolved — we may ask for it to be sent back before a replacement is dispatched.

How quickly we respond

We reply to WhatsApp messages on all business days and try to get back to you the same day. [Add your actual support hours here, e.g. "Mon–Sat, 10 AM – 7 PM IST" — replies outside these hours may take until the next working day.]

Who pays return shipping

• If the issue is on our side (damage, defect, engraving error), we cover return shipping and arrange pickup where our courier partner supports it, or reimburse a reasonable courier cost.
• We don't accept in-person drop-offs — returns are handled by courier only, to an address we'll share with you once your claim is approved.
• There's no separate handling or restocking charge on an approved claim — a replacement or refund is the full cost to you.
• If we ask you to ship an item back yourself rather than arranging pickup, please use a trackable courier and keep the receipt — we can't take responsibility for a parcel that gets lost or damaged after it leaves your hands and before it reaches us.

Replacement vs. refund

• For eligible claims, we default to a free replacement — remade and redelivered, typically within 5–7 working days of us receiving the returned item (or confirming it isn't needed back).
• A refund is offered only when a replacement genuinely isn't possible — for example, if we can no longer source the exact material or you'd prefer not to wait for a remake.
• Refunds are issued to the original payment method (UPI/bank transfer) within 5–7 working days of approval. Cash-on-Delivery refunds are sent via UPI or bank transfer, so we'll ask for those details.
• Once a refund is sent, we'll share the UPI/bank transaction reference number with you on WhatsApp as confirmation — if it doesn't reflect in your account within a couple of days, that reference is what we'll use to trace it with our bank.

Please double-check names, spellings and photos before approving your preview — once approved, that's what goes on the piece. This is exactly why we send a preview for every single order before production starts.