Refund and Return Policy

Last updated: September 5, 2026

At DRAWELL, every personalized piece is created especially for you using the artwork, photos, and options you provide. Because each item is made to order, our return policy is different from that of standard, non-personalized products.

Personalized Products

After your final design has been approved and production has begun, personalized items cannot normally be returned, exchanged, or refunded for reasons such as:

Change of mind
Selecting the wrong chain length, finish, or other option
Dissatisfaction with a final design that was approved before production
Small variations that naturally occur during handmade production

Before production, you may request design revisions or provide a different source image. Please review the final design carefully before approving it.

Changes and Cancellations

You may cancel your personalized order for a full refund until both your final design has been approved and production has begun. This includes the design-preview and revision stage; no design fee is deducted for cancellation before production. To cancel, email support@drawellw.us with your order number. Design revisions and source-image changes within the ordered product options are included before production. Once your final design has been approved and production has begun, we do not accept cancellations or refunds for change of mind or other non-quality reasons. This does not affect remedies for damaged, defective, or materially incorrect items or your statutory rights.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, has a manufacturing defect, or is materially different from the final design or options you approved, please contact us within 30 days of delivery.

Please include:

Your order number
Clear photos or video of the item
Photos of the packaging, where relevant
A brief description of the issue

Once we review the information, we will work with you on an appropriate solution, which may include a repair, replacement, remake, or refund. Please do not send an item back before receiving return instructions from our customer support team. If the issue was caused by our error or a confirmed manufacturing defect, DRAWELL will cover reasonable standard return shipping when a return is required.

Natural Variations and Normal Wear

Because personalized jewelry involves custom artwork and handcrafted finishing, slight variations may occur and are not normally considered defects. These may include:

Minor differences in color, line thickness, dimensions, engraving depth, plating tone, or finishing
Differences caused by screen settings or by the lighting, cropping, resolution, or quality of the original artwork
Details that were shown and accepted in the approved final design
Normal tarnishing, scratches, discoloration, chain stretching, or other signs of everyday wear

Damage caused by chemicals, moisture, impact, pulling, misuse, or improper storage is also not considered a manufacturing defect.

Approved Returns

If a return is approved, our customer support team will provide the return instructions. Please do not send items back without prior authorization, as unauthorized returns may not be accepted. If a return is approved for a reason that was not caused by a DRAWELL error or manufacturing defect, the customer is responsible for return shipping. Any original shipping charges paid are non-refundable.

Refunds

Once a refund has been approved, it will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time for the refund to appear in your account.