Here’s a fuller version that fits naturally with your existing FAQ style and covers more edge cases:

RETURNS, REFUNDS & EXCHANGES

As the majority of our products are custom made, embroidered, engraved or personalised specifically to your requirements, these items are strictly non-returnable, non-refundable and non-exchangeable. Please ensure all personalisation details, sizing and specifications are entered correctly before placing your order.

NON-PERSONALISED ITEMS

For items purchased that are not personalised or custom made, we are happy to accept returns, subject to the following conditions:

  • You must contact us within 48 hours of receiving your order to request a return.
  • Items must be returned within 14 days of delivery.
  • Items must be unused, unworn, unwashed, and in original condition with any original packaging.
  • Once your return has been received and inspected, your refund will be processed.

Please note:

  • The original shipping/delivery charge is non-refundable and will be deducted from your refund.
  • Return postage costs are the responsibility of the customer unless the item is faulty.
  • We reserve the right to refuse returns if items are returned in unsuitable condition.

FAULTY OR INCORRECT ITEMS

In the rare event your order arrives faulty, damaged, or you receive the incorrect item, you must notify us within 48 hours of delivery by emailing support@santinaembroidery.com with:

  • Your order number
  • Clear photographs of the issue
  • Subject line: FAULTY ORDER

Claims made outside of this timeframe may not be accepted.

CANCELLATION POLICY

We understand circumstances can change, therefore:

BEFORE DISPATCH

Orders may be cancelled before dispatch for a full refund.

If you wish to cancel your order, please contact us as soon as possible. If your order has not yet been shipped, we will process your cancellation.

AFTER DISPATCH

Once your order has been dispatched, cancellations are no longer accepted.

Any cancellation request made more than 48 hours after dispatch will automatically be declined.

PERSONALISED / CUSTOM ORDERS

As personalised, embroidered, engraved, and custom-made items are created specifically for you, once production has started, we cannot guarantee cancellation requests can be accepted, even if the order has not yet been dispatched.

By placing an order, you acknowledge and agree to these terms.

This version reads more professional and protects you better legally for Shopify.