Refund policy
Refund Policy
Overview
At Legacy Branding Tools many of our products are custom-made to order. Because of this, our return and refund policies differ depending on the type of product purchased.
Custom Products (Made-to-Order Items)
Due to the custom nature of our products, all custom-made items are final sale.
This includes (but is not limited to):
- Custom branding irons
- Leather stamps
- Engraved or machined components
- Any product made to customer specifications
Prior to shipment, custom items may be tested and/or photographed for customer review where applicable.
By approving a design or proceeding with an order, you acknowledge that the product is being manufactured specifically for you.
Exceptions (Custom Products)
We will accept returns or provide replacements for custom items only if:
- The item is defective, OR
- The item was manufactured incorrectly, OR
- The wrong item was delivered
In these cases:
- You must contact us within 7 days of delivery
- We will provide a Return Material Authorization (RMA)
- A return shipping label (e.g., via Canada Post) will be provided if applicable
Returned items will be inspected upon receipt before a replacement or refund is issued.
Non-Custom (Standard) Products
For non-custom, unused items (such as standard components or accessories), we accept returns within 30 days of delivery, provided that:
- The item is unused
- The item is in original condition
- The item is in original packaging
Return Conditions (Non-Custom Items)
- Customers are responsible for return shipping costs
- Items must be returned within 30 days with an approved RMA number
- Returns without authorization may not be accepted
Once the returned item is received and inspected, a refund will be issued to the original payment method.
Inspection & Reporting
Customers are responsible for inspecting their order upon delivery.
If there are any issues, please contact us within a reasonable timeframe (typically within 7 days) to ensure prompt resolution.
Refund Processing
Once a return is received and approved:
- Refunds will be issued to the original payment method
- Processing times may vary depending on your payment provider
Original shipping costs are non-refundable unless the return is due to an error on our part.
Non-Returnable Items
We do not accept returns for:
- Custom-made products (unless defective or incorrect)
- Used or damaged items not caused by manufacturing issues
Contact
To initiate a return or report an issue, please contact: