Refund policy


📦 Refund & Return Policy — What The Etch?

 

At What The Etch?, every puzzle is custom-made just for you — designed from your personal photos and laser-crafted by hand. Because of this, our return policy is different from mass-produced items.


Please read carefully before placing your order.

 

🔹 Custom & Personalized Orders (Photo Puzzles, Engraved Items)

 

Due to the personalized nature of our products:


🚫 We do not accept returns or offer refunds on custom or personalized items, including:


  • Photo puzzles
  • Magnetic puzzles
  • Engraved or personalized products
  • Custom artwork or designs



Once production begins, orders cannot be canceled or changed.


 

🔹 Damaged or Defective Items

Your satisfaction matters to us.

If your order arrives damaged or defective, we will gladly help.

✅ Please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the damaged item
  • Photos of the shipping packaging

If approved, we will offer:

✔ A replacement

or

✔ A full refund

(depending on the situation)


🔹 Incorrect Orders

 

If we made an error on your order (wrong image, wrong size, etc.), we will fix it at no cost to you.


Just reach out within 48 hours of delivery.

 

🔹 Non-Custom Items (if applicable)

 

For any non-personalized items:


  • Returns accepted within 14 days of delivery
  • Item must be unused and in original condition
  • Buyer is responsible for return shipping

Refunds are processed after we receive the item.

 


🔹 Shipping Delays



Once your package leaves our shop, delivery times are handled by the carrier. We are not responsible for postal delays, but we’ll always help track your order.

 


🔹 Contact Us

 

Questions or issues? We’re here to help.


📧 Email: info@etchthewhat.com

📍 Austin, Texas

⏱ Response time: 24–48 hours



By placing an order with What The Etch?, you agree to this Refund & Return Policy.


Thank you for supporting our veteran-owned small business. ❤️