Replacement & Refund Policy

100% Replacement & Refund Guarantee

At The Dewty, your satisfaction is our top priority. Because our products are custom-made and personalized with your names, numbers, or photos, we do not accept standard returns for buyer's remorse or accidental sizing choices. However, we fully stand behind the quality and craftsmanship of every single item we make.

🛡️ When Are You Eligible for a Free Replacement or Full Refund?

  • Damaged or Broken in Transit: Your acrylic ornament, plaque, or glassware arrived chipped, cracked, or scratched.
  • Defective or Printing Errors: Blurry print, incorrect colors, misaligned design, or garment fabric defects.
  • Personalization Discrepancy: The custom name, number, or year printed does not match what you submitted in your order.
  • Wrong Item Received: You received an item, size, or variant different from your order confirmation.
  • Lost in Transit: Your package has had no tracking updates for more than 14 business days and is confirmed lost by the postal carrier.

No Need to Return Damaged Items

To save you the hassle of repacking and post office trips, you do not need to ship the defective item back to us. Simply contact us with evidence and we will rush a brand-new replacement immediately.

How to Claim a Replacement or Refund:

  1. Email our support team at support@thedewyt.com within 14 days of receiving your delivery.
  2. Include your Order Number (e.g., #TD1234) and the email address used to place the order.
  3. Attach a clear photograph or short video showing the defect, damage, or shipping label on the package.
  4. Our customer care team will review your request within 24 business hours and approve a free rush replacement or issue a full refund to your original payment method.

Refund Processing Timeline

Once a refund is processed by our team, funds are immediately credited back to your original payment provider (Credit Card, PayPal, Apple Pay, Google Pay). Depending on your bank, it typically takes 3 to 5 business days for the credit to appear on your account statement.