Refund policy

Last Updated: 1st August 2026

Because our products are made to order and personalized for each customer, we do not accept returns or exchanges unless an item is damaged, defective, incorrect, or does not conform to the order placed.

1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or materially different from your order, please contact us within 30 days of delivery at support@lenovember.com.

Please include:

  • Order number

  • Clear photos of the product

  • Photos of the packaging, if applicable

If the issue is confirmed to be caused by our error or a manufacturing defect, you may choose either:

  • A free replacement, or

  • A full refund.

You will not be required to return the damaged, defective, or incorrect item unless we specifically request it.

2. Personalized Products

Personalized products are not eligible for return or refund due to:

  • Change of mind

  • Incorrect personalization information submitted by the customer

  • Spelling or text errors provided by the customer

  • Incorrect product, size, color, or design selected by the customer

If we produce a personalized item that does not match the personalization details you submitted, Section 1 applies.

3. Items Not Eligible for Refund

Refunds are not available for products that have been:

  • Used after delivery

  • Modified by the customer

  • Damaged after delivery for reasons not caused by a product defect

4. Lost or Undelivered Orders

If your order has not arrived after the estimated delivery timeframe, please contact us at support@lenovember.com.

  • United States: A shipment may be treated as lost after 20 business days beyond the estimated delivery timeframe.

  • International: A shipment may be treated as lost after 30 business days beyond the estimated delivery timeframe.

We will review the tracking information, work with the carrier where appropriate, and provide a replacement or refund if the package is confirmed lost in transit.

Delivered but Not Received

If tracking shows your package as delivered but you cannot locate it, please contact us. We will review the delivery information and assist with a carrier investigation where appropriate.

5. Refused or Returned Packages

If a package is refused or returned due to an incorrect address, incomplete address, or refusal of delivery by the customer, any refund or reshipment will be reviewed on a case-by-case basis.

Original shipping charges and other non-recoverable shipping costs may be deducted where applicable.

6. International Duties & Taxes

Customs duties, import taxes, VAT, and other destination-country fees are the responsibility of the customer unless otherwise stated at checkout.

These charges are generally not refundable by us.

7. Gift Orders

The purchaser remains the owner of the order, and any approved refund will be issued to the original payment method.

Gift recipients may contact us regarding damaged, defective, or incorrect items, and we may request the original order information for verification.

8. Refunds

Once a refund has been approved, we will process it within 3–5 business days.

All refunds are issued to the original payment method used for the purchase.

After we process the refund, the time required for the funds to appear in your account depends on your payment method, card issuer, bank, or other financial institution. We do not control these processing times.

9. How to Submit a Claim

For eligible claims, please contact support@lenovember.com within the applicable timeframe and provide:

  • Order number

  • Description of the issue

  • Clear photos of the product and packaging, if applicable

We will review your request and notify you of the available resolution.

For order cancellations and modifications, please see our Cancellation & Order Modification Policy.

Please contact us before initiating a payment dispute so we can have an opportunity to review and resolve the issue directly.