Refund policy

Custom orders

Every item from The Brand House is made to order with your name, logo or artwork. Because of that, custom items can’t be returned, exchanged or refunded once your proof is approved and production starts, except as described below.

Damaged or incorrect items

If your order arrives damaged, or if we made an error that doesn’t match your approved proof, contact us within 7 days of delivery with your order number and photos of the item and packaging. We’ll repair, remake or replace it at no cost to you, or issue a refund if a remake isn’t possible.

Proof approval

Please check spelling, dates, colors and sizing carefully on your proof. Errors in a proof you approved aren’t covered, but we’re happy to remake the item at a discounted rate.

Cancellations

You can cancel for a full refund any time before you approve your proof. After approval, materials are cut and the order can’t be canceled.

Customer-supplied items

We take great care with items you bring us, such as your own tumbler, but laser engraving carries some risk with unknown materials and coatings. We aren’t responsible for damage to customer-supplied items during engraving.