Refund policy

Last updated: September 30, 2026

We want your order to match what you purchased. For help, email hello@craftpilot.co with your order number and a description of the issue.

Change-of-mind returns

Personalized products, unpersonalized blanks, and supplies are final sale for change-of-mind returns and exchanges, including when an item is unused. This does not exclude remedies for defects, damage, incorrect items, errors on our end, or rights provided by applicable law.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. Report visible damage or an incorrect item as soon as possible, ideally within 48 hours of delivery. Include your order number, a description, and clear photos of the item and packaging where reasonably available. Keep the packaging while we investigate.

The 48-hour request helps us resolve problems and support carrier claims. It is not an automatic cutoff for a defect discovered later and does not shorten rights or remedies required by law.

We will review the issue and work with you on an appropriate resolution, such as a correction, replacement, or refund when appropriate or required by law. If we require an item to be returned because of a confirmed defect or our error, we will provide return instructions and cover the necessary return shipping. Please contact us before sending anything back.

Personalization submitted by the customer

Review spelling, names, dates, artwork, and selections before ordering and carefully review any proof we provide. We use the information you submit and do not automatically proofread or change intentionally styled text. Customer-submitted mistakes are generally not eligible for a free remake, discount, or refund. If we do not follow your submitted details or approved proof, contact us so we can address our error.

Changes and cancellations

Email us immediately if you need to change or cancel an order. We process orders quickly, so customer-requested changes and cancellations are not guaranteed after processing or production begins. Any project-specific cancellation terms must be stated in your written quote or agreement. Statutory cancellation and refund rights, including applicable shipment-delay rights, remain in effect.

Material variations and care

Natural differences in wood grain, tone, and engraving contrast can occur. Reasonable variations inherent in the material or process are not defects, but an item must still match its description and agreed specifications. Damage caused by misuse, improper care, or ordinary wear is distinct from a manufacturing defect. Follow the instructions for your specific product.

Missing shipments and refunds

For missing or delayed packages, contact us and review our Shipping Policy. Shipment does not automatically remove your rights.

When a refund is approved or required, we will confirm the amount and process it promptly to the original payment method unless another method is agreed or required. Your payment provider may take additional time to post the credit.

Nothing in this policy limits any consumer guarantee, warranty, or remedy that cannot lawfully be excluded.