Refund & Return Policy
Last updated July 2026
Every piece we make is engraved by hand for one specific companion. That means we take extra care before anything is permanent — and it also means some of the usual rules work a little differently here.
Before we engrave: your proof
We send you a proof — a preview of exactly what will be engraved, including spelling, dates, and layout — before any work begins. Nothing is engraved until you approve it. Please read your proof carefully; once approved, the engraving is final.
Personalized items
Because each piece is engraved with your companion's name and details, personalized items cannot be returned or exchanged once engraved. This is standard for custom work — the piece has no use to anyone else. This does not affect your rights where something has gone wrong.
If something is wrong, we make it right
We will replace or refund, at no cost to you, if:
- The item arrives damaged or broken
- We made an engraving error — anything that doesn't match your approved proof
- The item is defective in materials or workmanship
- Your order never arrives
Contact us within 14 days of delivery with a photo of the issue. Damaged items don't need to be returned — please keep or dispose of them. We'd rather spend the effort remaking your piece than shipping a broken stone back and forth.
Non-personalized items
Items with no engraving — plain chains, packaging, unprinted apparel — may be returned unused within 30 days for a refund, less return shipping.
Cancellations
- Before proof approval: cancel any time for a full refund.
- After proof approval: we've likely begun work — contact us and we'll refund what we reasonably can.
- After shipping: covered by the personalized items section above.
Tribute pages
If your keepsake includes an online tribute page, that page remains reachable even if a subscription lapses — it simply reduces to a basic version showing their name, dates, and one photo. Your engraved link never stops working. We don't take tributes down.
Apparel sizing
Printed apparel is made to order and personalized, so it falls under personalized items. Please check the size guide before ordering. If we printed a different size from the one you selected, that's our error and we'll replace it.
Reaching us
Email hello@markedbykindness.com — we reply within one business day. If you're unhappy with something, tell us. We would much rather fix it than have you keep a memorial that doesn't feel right.