Refund policy

RETURN AND REFUND POLICY

At Ribbify, every item is custom embroidered just for you. Because of the personalized nature of our products, our return and refund policy is different from standard retail. Please read carefully before placing your order.

1. ALL SALES ARE FINAL ON PERSONALIZED ITEMS

Each Ribbify item is made-to-order and embroidered specifically for you. Once production begins, we cannot resell or repurpose your item, and therefore we do not accept returns or refunds for:

- Change of mind after the cancellation window has passed
- Customer-provided typos, spelling errors, or incorrect personalization details
- Wrong size selected by the customer
- Wrong color, design, or product variant selected by the customer
- Items refused at delivery without a valid reason
- Orders returned to sender due to incorrect shipping address provided by the customer
- Errors visible in an approved or auto-approved digital proof (see Section 3)

Please double-check your personalization details, size, and shipping address carefully before completing checkout.

2. WHEN WE WILL REPLACE OR REFUND

We stand behind the quality of our work. We will provide a free replacement or full refund in the following situations:

- The item arrives defective (loose stitching, fabric flaws, embroidery errors made by us)
- The item arrives damaged in transit
- We shipped the wrong item, wrong size, or wrong design
- We made an error different from the approved digital proof or the personalization details you submitted at checkout
- The package is confirmed lost in transit (see Shipping Policy for details)

In these cases, you can choose between:

(a) A free replacement sent to your original shipping address, or
(b) A full refund to your original payment method

Please let us know your preference in your initial email, and we will process accordingly.

3. DIGITAL PROOF AND APPROVAL PROCESS

For orders requiring custom design modifications (such as design changes, color adjustments, custom artwork, or non-standard personalization beyond simple name/text), our design team will create a digital proof — a visual mockup image of your finished item — and email it to you for approval before production begins.

What to expect:

- You will receive the digital proof at your order email within 1-3 business days of placing your order
- The proof will be sent from support@ribbify.com (please check your spam folder if you don't see it in your inbox)
- You can approve the proof, request revisions, or cancel for a full refund (provided production has not started)
- Production will begin once you approve the proof, OR if we do not receive a response within 24 hours of the proof being sent

Your responsibility:

- It is your responsibility to review the proof carefully for spelling, design accuracy, color, layout, and all personalization details
- Once you approve the proof — or once the 24-hour response window expires — the design is locked and production begins immediately
- We are not responsible for errors that were visible in the approved or auto-approved proof, including typos, color mismatches, design layout, or personalization preferences
- We strongly recommend checking your email (and spam folder) regularly after placing a custom design order to avoid missing your proof

For standard personalized orders:

- Standard orders with simple name or text personalization (no design changes) do not require proof approval and proceed directly to production based on the information provided at checkout
- If you would like to request a digital proof for a standard order, please email support@ribbify.com with your order number within 12 hours of placing your order

4. HOW TO REQUEST A REPLACEMENT OR REFUND

If you believe your order qualifies for a replacement or refund under Section 2, please email us at support@ribbify.com within 7 days of delivery with the following information:

- Your order number
- A clear description of the issue
- Photos and videos (recommended) showing the defect, damage, or error
- Your preference: replacement or refund

We will review your request and respond within 24 hours during business days (Monday through Friday).

5. REFUND PROCESSING TIME

Once your refund is approved, we will initiate the refund to your original payment method (credit card, debit card, or PayPal) within 1-2 business days.

Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card issuer's processing time. We do not control this final step.

We will send you a confirmation email once the refund has been initiated on our end.

6. ORDER CHANGES AND CANCELLATIONS

Because each item is custom made, we can only accept changes or cancellations within 12 hours of placing your order. After this window, production has typically begun and changes are no longer possible.

To request a change or cancellation, email support@ribbify.com immediately with your order number.

If you contact us after the 12-hour window:

- We will do our best to accommodate, but cannot guarantee changes
- If production has already started, the order cannot be modified or cancelled
- If your order has already shipped, please refer to Section 1 and 2 above

7. EXCEPTIONAL CIRCUMSTANCES

We understand that personalized gifts can carry deep meaning and may be connected to important life moments. Because each Ribbify item is custom-made specifically for your order, we are generally unable to accept returns or cancellations once production has started.

However, if you experience a rare or exceptional situation, please contact us at support@ribbify.com as soon as possible. Include your order number, a short explanation of the situation, and any helpful details so our support team can review your request carefully.

While we cannot guarantee a refund, replacement, or cancellation in every case, we will review each situation with care and do our best to find a fair and reasonable solution.

8. CHARGEBACKS AND DISPUTES

We kindly ask that you contact us at support@ribbify.com before initiating a chargeback or dispute with your bank or payment provider.

Most issues can be resolved quickly through direct communication. Filing a chargeback before contacting us delays resolution and may result in your case being closed without refund if our records show the order was fulfilled correctly according to your specifications and any approved digital proof.

9. CONTACT US

For all return, replacement, and refund inquiries:

Email: support@ribbify.com
Response time: Within 24 hours, Monday through Friday (excluding US public holidays)

Thank you for choosing Ribbify and supporting meaningful, personalized embroidery gifts made with care.