Effective date: September 2026

At FAEVEZ LLC, every memorial light is personalized and made to order with your photo, name and memorial years. Please read this policy alongside our Shipping Policy before ordering.

1. Personalized items (change of mind)

Because each light is custom-made just for you, personalized orders cannot be returned, exchanged or refunded for a change of mind or buyer error (for example, a spelling mistake or wrong photo submitted by the customer). This is why we show you a live preview before checkout - please review it carefully. This does not affect the protections below or any rights that cannot legally be excluded.

2. Our Personalization Promise - damaged, faulty or incorrect items

You are fully covered if your order arrives:

• Damaged in transit (for example, cracked or broken by the courier),
• Faulty or defective,
• Different from the design you approved, or the personalization was produced incorrectly by us.

In these cases we will reprint or replace the item, or issue a refund, at no cost to you. Please contact us within 7 days of delivery with your order number and clear photos or video of the item and the packaging, and keep everything until the claim has been reviewed.

3. How to start a claim

Email faevezllc@gmail.com with your order number, your name, a description of the issue, and clear photos or video. Please do not send anything back before you receive instructions from us.

4. Refunds

Approved refunds are issued to the original payment method, generally submitted within 5-10 business days of approval. Your bank or payment provider may need additional time to display the refund; we do not control those processing times.

5. Replacements

Where a replacement is approved, we will confirm the details once it has been produced. If the same design is unavailable, we may offer a comparable replacement, store credit, or a refund to the original payment method.

6. Orders not received, or marked delivered

If tracking shows no movement for an unusually long time, or shows delivered but you cannot find the package, contact us and we will review the tracking with the carrier or production partner and determine an appropriate resolution. A refund or replacement is not automatic when tracking confirms delivery to the address entered at checkout; such cases are reviewed individually.

7. Order changes and cancellations

Because items enter production quickly, contact us as soon as possible to change or cancel an order. We cannot guarantee changes once production has begun.

8. Incorrect shipping information

Customers are responsible for entering a complete, accurate shipping address. If an order is returned or lost because of an incorrect or incomplete address, the customer may be responsible for reshipping or carrier fees.

9. Chargebacks

Please contact us before opening a payment dispute - we will make every reasonable effort to resolve the issue directly and quickly.

10. Consumer rights

This policy does not limit any rights or remedies available under applicable consumer-protection law. Where local law provides stronger rights, those rights apply.

11. Contact us

FAEVEZ LLC
Email: faevezllc@gmail.com
Website: https://faevez.com
Please include your order number in all return-related messages.