Refund policy

Returns & Cancellations

Custom & Personalized Orders All custom and personalized embroidery items are made specifically for you and cannot be returned or exchanged. Because these items are made to your specifications, they are exempt from the EU Right of Withdrawal under Article 16(c) of the EU Consumer Rights Directive. By placing a custom order, you acknowledge and agree that the right of withdrawal does not apply.

Custom orders cannot be canceled once production has begun. Please review all personalization details carefully before submitting your order.

Standard (Non-Personalized) Items If you are located in the European Union, you have the right to cancel or return any non-personalized item within 14 days of delivery, no reason required. To exercise this right, contact us at info@tglhandmade.com within 14 days of receiving your order.

Return shipping costs for EU withdrawals are the responsibility of the customer unless the item is defective or incorrect. Refunds will be issued within 14 days of receiving the returned item in its original condition.

Defective or Incorrect Items If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos and we will make it right at no cost to you.

All Other Customers (US, Canada, etc.) All sales are final on custom and personalized items. We do not accept returns or exchanges on made-to-order pieces. If there is an issue with your order, please reach out and we will do our best to resolve it.