Refund & Returns Policy

At Famtify, every piece is made to celebrate the people you love. We handle each order with care and we’ll make it right if something goes wrong. Please read the policy below before placing your order.

1. Your Agreement

By placing an order with Famtify, you acknowledge and accept the terms of this Refund & Returns Policy. This policy is always available via our website footer and applies to all purchases made through our store.

2. Cancellation & Order Modification Policy

We understand mistakes can happen during checkout. Because most items begin production shortly after an order is placed, we allow a short window for cancellation or changes.  Customers may request an order cancellation or modification within 12 hours of placing the order. After the 12-hour window, your order may already be in production and cannot be modified or canceled.

  • No fee if you cancel within 12 hours. For personalized items: if production has already started, we may not be able to cancel or may charge a production fee (if applicable).

How to Request Cancellation or Edits

  • Email us at support@famtify.com with your order number and “Cancellation Request” or “Edit Request” in the subject line. Our team responds within 24hours.

3. Eligibility for Refund or Replacement

Because most items are personalized and made-to-order, refunds or replacements are available only in the situations below:

  • The item arrives damaged, defective, or broken.
  • The product delivered does not match the personalization/customization details you provided.
  • Wrong item was sent (e.g., different product or variant than ordered).

To start a claim, contact our support team within 30 business days of receiving your order. Include your order number and clear photos that show the issue (product, packaging, and shipping label if applicable).

4. What We Will Do

After we verify your request, we will offer one of the following solutions:

  • A free replacement of the same item; or
  • A full refund to the original payment method.

Refunds are initiated promptly after approval. Depending on your bank or payment provider, funds may take up to 10 business days to appear in your account.

5. Items Not Eligible for Return or Refund

  • Personalized items that accurately match the details you submitted and are not defective.
  • Items reported after the 30 business day claim window.
  • Gift cards or digital/downloadable products.
  • Items damaged due to misuse, improper care/washing, or accidents occurring after delivery.
  • Orders placed during special promotions or flash sales, unless the issue is due to our error.

6. Shipping & Return Costs

  • If your claim is approved due to our mistake (wrong item, defect, damage), Famtify will cover applicable return shipping or provide a no-return resolution where appropriate.
  • If the return is due to change of mind, wrong size, or other non-defect reasons, the customer is responsible for return shipping costs.

7. How to Contact Us

We’re here to help because these keepsakes matter. To request a refund, replacement, or return, email us at support@famtify.com with your order number and photos (if the item is damaged or incorrect). Our team responds within 1-2 business days.

Thank you for trusting Famtify with your family’s moments. We’ll always do our best to make things right with care and respect.