Refund and Return Policy

Last updated: July 29, 2026

Personalized Products

Each DRAWELLE item is made to order from customer-supplied artwork and selections. Personalized products cannot be returned, exchanged, or refunded for change of mind, an incorrect chain length or finish selected by the customer, dissatisfaction with an approved design proof, or minor variations in handmade finishing.

Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellation after design work or production has begun. If work has already started, all or part of the order may be non-refundable.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, has a manufacturing defect, or differs materially from the approved design or ordered options, contact us within 7 days of delivery. Include your order number and clear photographs or video showing the item, packaging, and issue.

After review, we may offer repair, replacement, remake, or refund as appropriate. Do not return an item until we provide written instructions. For an approved claim caused by our error or a confirmed defect, DRAWELLE will cover reasonable standard return shipping where a return is required.

Issues Not Considered Defects

• Minor differences in color, line thickness, dimensions, engraving depth, plating tone, or handmade finishing.
• Differences caused by screen settings or the quality, lighting, cropping, or resolution of customer-supplied artwork.
• Features shown in and accepted through an approved design proof.
• Normal tarnishing, wear, scratches, discoloration, chain stretching, or damage caused by chemicals, moisture, impact, pulling, misuse, or improper storage.

Returns

If we authorize a return, the item must be sent using the instructions provided by customer support. Unauthorized returns or items sent to an address shown on the parcel may be refused. Where a return is approved for a reason not caused by our error and is permitted by applicable law, the customer is responsible for return shipping and original shipping charges are non-refundable.

Refund Processing

Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may require additional time to post the credit.

Consumer Rights

This policy does not limit any mandatory rights available under applicable consumer law, including rights relating to faulty or misdescribed goods.

Contact Us

Email: support@drawellw.us
Phone: +86 19065128595
Business address: Room 528L, 5th Floor, Building 8, Bagualing Industrial Zone, No. 18 Bagua 1st Road, Yuanling Street, Futian District, Shenzhen, Guangdong, China, 518000