30-Day Return & Free Replacement Policy

At Draconer, we stand behind the craftsmanship of every personalized keepsake we produce. Every order—including regular-priced, sale, and multi-item discounted items—is backed by our 30-Day Quality & Satisfaction Guarantee.

1. What Is Covered by Our 30-Day Guarantee?

You are entitled to a free priority reprint/replacement or a 100% full refund within 30 days of delivery if any of the following occur:

• Transit Damage or Breakage: Your acrylic plaque, suncatcher, ornament, ceramic mug, glass, or frame arrives cracked, chipped, scratched, or broken.
• Personalization or Printing Defect: The printed names, dates, quotes, character illustrations, or AI photo artwork do not match the live preview you approved at checkout, or show peeling, blurring, or misalignment.
• Wrong Item, Material, or Size Delivered: You received a different product, material, or apparel size than what was specified in your order confirmation.
• Lost in Transit: Your package has not been delivered within the maximum guaranteed transit window or is confirmed lost by the carrier.

2. Fast 3-Step Resolution (No Return Shipping Needed)

1. Email Us Within 30 Days: Contact our support team at contact@draconer.com with your Order Number.
2. Attach Photos: Include 1–2 clear photos showing the damaged item, printing issue, or packaging label.
3. Receive Your Replacement or Refund: Our quality team reviews claims within 24 business hours and immediately dispatches a free replacement or processes a 100% refund to your original payment method (PayPal, Visa, Mastercard, Amex, Apple Pay, or Google Pay).

3. Custom-Made Goods & 2-Hour Modification Window

Because every Draconer product is custom-printed or engraved with your personal names, photos, and dates, orders that have already been manufactured accurately according to your submitted personalization cannot be returned solely for a change of mind. However, to protect you from accidental typos or sizing mistakes:

• 2-Hour Free Modification & Cancellation Window: You may cancel your order for a 100% full refund or modify any custom text, photo, size, or shipping address free of charge within 2 hours of placing your order (see our Cancellation & Modification Policy).
• Interactive Live Preview Verification: Every product page provides an instant live preview so you can verify your exact spelling, dates, and photo crop before purchasing.

4. International Statutory Consumer Rights (US, UK, EU, CA, AU, JP, SG)

Nothing in this policy affects your mandatory statutory consumer rights in your jurisdiction:

• European Union (DE, FR, IT, NL, SE, AT, BE, IE, ES, DK, FI) & United Kingdom (GB): Under EU Consumer Rights Directive 2011/83/EU Article 16(c) and the UK Consumer Contracts Regulations 2013, goods made to the consumer’s specifications or clearly personalized are exempt from the 14-day statutory change-of-mind withdrawal period once custom production begins. However, your full statutory warranty rights for faulty, damaged, or non-conforming goods (under the UK Consumer Rights Act 2015, German Gewährleistung § 437 BGB, French Garantie légale de conformité, and Italian Codice del Consumo) apply in full, enhanced by Draconer’s 30-day no-return-shipping replacement & refund guarantee.
• Australia (AU) & New Zealand (NZ): Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) and NZ Consumer Guarantees Act. You are entitled to a free replacement or full refund for a major failure or transit damage.
• United States (US), Canada (CA), Japan (JP) & Singapore (SG): Fully compliant with the US FTC Mail, Internet, or Telephone Order Merchandise Rule, Canadian Provincial Consumer Protection Acts, Japan’s Act on Specified Commercial Transactions, and Singapore’s Consumer Protection (Fair Trading) Act (CPFTA).