West Virginia Wood Arts does not accept returns for custom items. The reason being is that once we engrave an item, there is typically no way for us to change the engraving. However, we do want you to be happy with what you order from us. If we ever send you an item ordered that we are at fault for a spelling error or engraving error in general, we will replace that item at no additional cost. However, if you approve a layout and there is an error that is an oversight by you, we will not replace the item free of charge. If for some reason you are not happy with an item you receive from us, we will work with you to correct and replace the item. If we do not feel a photo or graphic that you provide to us will work well with our engraving process, we will be open and honest about this and will not recommend engraving it.  Once an item order has been purchased, we will not refund your payment unless the item has not yet been engraved/created/ or graphic work already in process. If for any reason you need to cancel an already paid for order directly through our website, you must let us know immediately. If no work has been started at all on your order, we will refund your payment. Thank you for your understanding