Returns & refunds policy
Policy template — review and date before launch
Need help with a custom order? Contact us with your order reference and the details below so we can review the issue.
Custom orders, changes & cancellations
Our products are made to your approved artwork and specifications. Before paying a deposit, confirm the design, quantity, dimensions, finish, delivery arrangements and any cancellation or return conditions in your written quote.
If you need to change or cancel an order, contact us as soon as possible. What can be changed and any associated costs depend on the work already completed and the terms agreed for your order. A request is not a confirmed cancellation or refund until we have reviewed and confirmed the arrangement with you. Please do not assume a standard retail change-of-mind return applies to a custom-made order.
Damaged, incorrect or potentially defective items
If something appears wrong when your order arrives, keep the items and packaging and contact us promptly. Please provide:
- Your order reference and the email used for the order.
- A description of the issue and the number of affected pieces.
- Clear photos of both sides, relevant details and any damaged packaging.
- The approved artwork or written specifications where relevant.
We review the delivered items against your approved design and specifications. Tell us about any discrepancy rather than assuming that it is an acceptable production variation.
Delayed or missing shipments
Contact us with your order reference and tracking details. Any carrier investigation, replacement or refund arrangement depends on the confirmed shipping terms, the circumstances and applicable rights. See our ordering and shipping information for delivery planning.
Before sending anything back
Please contact us before returning items so we can confirm whether a return is needed, the correct address, the shipping method and responsibility for return costs. The website does not provide a general return address; do not send an item to a carrier label address without confirmation.
How a resolution is confirmed
Depending on the issue, possible resolutions may include a correction, replacement, an agreed refund or another arrangement. Eligibility, scope, shipping costs, payment method and timing are confirmed after review. No fixed refund amount, processing period or automatic replacement is promised on this page.
This policy does not limit rights that cannot be excluded under applicable law. Any written order conditions apply only to the extent permitted by applicable law.
Contact Torven Custom Gifts
Use the email below or the project brief form. Include “Order support” and your order reference in your message. Please do not send full payment-card details.
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