Refund policy

Returns and refunds

Last updated: November 2, 2026

For help with your order, email info@renaogift.com with your order number.

Personalized products

Products made with your photos, names, dates, locations, messages, or other custom details cannot be returned or exchanged for a change of mind. Please check your personalization carefully before ordering. This does not affect your rights if an item is faulty, damaged, incorrect, or otherwise not as described.

Non-personalized products

You may request a return within 30 days of receiving a non-personalized item. It must be unused, in the condition received, and in its original packaging, with proof of purchase. Sale items and gift cards are not eligible for change-of-mind returns, except where required by applicable law.

Damaged, faulty, or incorrect items

Please inspect your order on arrival and contact us promptly if anything is damaged, faulty, or incorrect. Include your order number and photos of the item and packaging so we can assess the issue and arrange an appropriate remedy.

How to request a return

Contact us before sending anything back. If your return is accepted, we will provide return instructions and a shipping label. Returns may require international shipping; we will confirm the return address with you. Do not send a return without contacting us first.

Changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Personalized orders may not be changeable or cancellable once production has started. We will check the status of your order and explain the available options.

Refunds

We will notify you after reviewing your return or claim. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund. If more than 15 business days have passed since approval, please contact us.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.