Return & Refund Policy

Last Updated: August 10, 2026.

At Poemmart, every product is made with care specifically for each customer. Because our products are made to order and many are personalized with names, photos, text, designs, or other custom details, our return and refund policy is different from that of stores selling ready-made products.

We stand behind the quality and accuracy of our products. If an issue is caused by Poemmart, our production process, fulfillment, or shipping, we will make it right by providing an eligible customer with a Full Refund or Free Replacement.

However, because personalized and made-to-order products are created specifically for each customer and generally cannot be resold or reused, we do not accept returns, exchanges, refunds, or free replacements for customer errors, incorrect customer selections, buyer's remorse, or a change of mind when the product has been produced correctly according to the order submitted.

Policy at a Glance

  • Claim period: Contact us within 14 days of receiving your order if there is an eligible product, production, fulfillment, or shipping issue.
  • Approved claims: Eligible for a Full Refund or Free Replacement.
  • Returns: Approved damaged, defective, incorrect, or incorrectly produced items generally do not need to be returned.
  • Return shipping cost: $0 for approved claims. If we specifically require a return for an approved claim caused by us, Poemmart will cover the applicable return shipping cost.
  • Restocking fee: $0. We do not charge a restocking fee.
  • Customer errors or buyer's remorse: Not eligible for return, exchange, Full Refund, or Free Replacement when the product was produced correctly.
  • Order cancellation or changes: Requests must be submitted within 5 hours of purchase.

Please note: The 14-day period described in this policy is a claim period for eligible product, production, fulfillment, or shipping issues. It is not a general 14-day return period for non-defective personalized or made-to-order products.

14-Day Claim Period

If there is a problem with your order, please contact us within 14 days of receiving your order.

This claim period applies to eligible issues such as damaged, defective, incorrectly produced, incorrect, or confirmed lost-in-transit products as described below.

Claims submitted after this period may not be eligible for a Full Refund or Free Replacement unless otherwise required by applicable law.

When You Are Eligible for a Full Refund or Free Replacement

We will provide a Full Refund or Free Replacement when an eligible issue is caused by Poemmart, our production process, fulfillment, or the shipping process.

Eligible issues include, but are not limited to:

  • The product has a manufacturing or printing defect.
  • The product arrives damaged during shipping.
  • You receive the wrong product.
  • You receive a size, material, design, or product variant different from what you ordered.
  • Your personalized name, text, date, photo, or other custom detail is produced incorrectly due to an error on our part.
  • Important design elements are missing, incorrectly printed, or materially different from the order you submitted.
  • The product you receive materially differs from the product description on our website.
  • Your package is confirmed lost in transit by the shipping carrier or our fulfillment system.

If the issue affects only one item in a multi-item order, the Full Refund or Free Replacement will normally apply only to the affected item.

A Full Refund therefore means a refund of 100% of the amount paid for the affected item, not automatically a refund of unaffected items in the same order.

Customer Errors, Buyer's Remorse, and Non-Defective Products

Because our products are made specifically for each customer and generally cannot be resold or reused for another customer, we do not accept returns, exchanges, refunds, or free replacements when the product has been produced correctly according to the information, personalization, and product options submitted with the order.

This includes, but is not limited to:

  • Entering a misspelled name or incorrect text.
  • Submitting an incorrect date, message, or personalization detail.
  • Uploading the wrong photo or image.
  • Uploading a low-resolution, blurry, dark, cropped, or otherwise poor-quality image when the finished product accurately reflects the image provided.
  • Selecting the wrong size, design, color, material, or product variant.
  • Changing your mind after the order has entered production.
  • Ordering the product by mistake.
  • No longer wanting or needing the product after it has been produced or delivered.
  • Buyer’s remorse or personal preference when the product was produced correctly.
  • Minor differences in color that may occur because of screen settings, monitor calibration, printing processes, lighting conditions, or fabric characteristics, provided the product is not materially different from the design ordered.

Please carefully review all personalization details, uploaded photos, spelling, dates, sizes, product options, and other information before completing your order.

If your product was produced correctly according to the information and selections you submitted, it is not considered defective and is not eligible for a return, exchange, Full Refund, or Free Replacement for the customer-related reasons listed above, except where otherwise required by applicable law.

No Traditional Returns or Exchanges

Poemmart does not offer traditional returns or exchanges for non-defective personalized or made-to-order products based on buyer's remorse, change of mind, incorrect sizing selected by the customer, incorrect personalization submitted by the customer, or other customer-related reasons.

A Free Replacement provided under this policy is not a traditional exchange. It is a remedy offered when an eligible product is damaged, defective, incorrectly produced, incorrectly fulfilled, or otherwise affected by an issue for which Poemmart is responsible.

No Return Required for Approved Claims

Because our products are made to order and personalized, an item produced specifically for one customer generally cannot be resold or reused for another customer.

For this reason, if your claim is approved due to a damaged, defective, incorrectly produced, or incorrect item, you generally do not need to return the original product to us.

Once your claim has been reviewed and approved, you may generally keep, use, donate, recycle, or otherwise dispose of the original item as you wish.

Please do not mail any product back to us unless our customer support team specifically instructs you to do so.

Return Shipping Costs and Restocking Fees

Poemmart does not charge any restocking fee under this policy. The restocking fee is $0 for approved claims, Full Refunds, and Free Replacements.

Because damaged, defective, incorrectly produced, or incorrect items covered by an approved claim generally do not need to be returned, customers are not charged any return shipping fee for approved claims.

If our customer support team specifically instructs you to return an item in connection with an approved claim caused by Poemmart, our production process, fulfillment, or shipping, we will provide return instructions and cover the applicable return shipping cost.

Because we do not accept traditional returns for customer errors, buyer's remorse, change of mind, or non-defective personalized or made-to-order products, return shipping does not apply to those situations.

How to Request a Full Refund or Free Replacement

1. Contact Us

Please contact our customer support team within the applicable claim period through one of the following channels:

2. Provide Your Order Details

To help us review your claim as quickly as possible, please provide:

  • Your order number.
  • A brief description of the issue.
  • Clear photos or video showing the issue, when reasonably possible.
  • A photo of the shipping label or packaging if you received the wrong item or if the package was damaged during shipping, when available.

For personalization, printing, or manufacturing issues, please make sure the photos clearly show the affected area of the product.

3. Claim Review

Our customer support team will review your request and normally respond with the next steps within 1 business day.

Customer support hours are Monday–Friday, 8:00 AM – 8:00 PM GMT+7.

We may request additional photos, videos, order information, packaging information, or other reasonable evidence if necessary to verify the issue.

Full Refunds

If your claim is approved and a Full Refund is selected or determined to be the appropriate resolution:

  • We will issue a Full Refund of 100% of the amount paid for the affected item.
  • If only part of a multi-item order is affected, the Full Refund will normally apply only to the affected item.
  • Where applicable, original shipping charges directly associated with an affected or incorrectly fulfilled item may also be refunded.
  • The Full Refund will be sent to your original payment method.
  • We will normally process an approved Full Refund within 1 business day.
  • After Poemmart issues the refund, it typically takes approximately 5–10 business days for the funds to appear in your account, depending on your bank, card issuer, or payment provider.
  • No restocking fee will be deducted from an approved Full Refund.

Please note that once a refund has been issued by Poemmart, the time required for the funds to appear in your account is controlled by your bank, card issuer, or payment provider.

Free Replacements

If your claim is approved and you choose a Free Replacement:

  • We will create a Free Replacement for the affected product at no additional cost.
  • You will not be charged additional production fees.
  • You will not be charged additional standard replacement shipping fees.
  • You will not be charged any restocking fee.
  • You generally do not need to return the original defective, damaged, incorrectly produced, or incorrect product.
  • Normal production and shipping times apply to replacement orders.

Please see our Shipping Policy for additional information regarding processing and delivery times.

Full Refund or Free Replacement

For an approved claim, you may generally choose between:

  • A Free Replacement of the affected product at no additional cost; or
  • A Full Refund of 100% of the amount paid for the affected product, in accordance with the refund terms above.

In certain circumstances, the appropriate resolution may depend on the nature of the issue, product availability, or other reasonable factors. Our customer support team will explain the available options when reviewing your claim.

Order Cancellations and Changes

Because our products are made to order, production may begin shortly after an order is placed.

You may request to cancel your order or change personalization details within 5 hours of purchase.

Changes may include corrections to:

  • Names or personalized text.
  • Dates or custom messages.
  • Uploaded photos.
  • Size or product variant selections.
  • Other personalization details.

Please contact us as soon as possible if you need to cancel or modify an order. We will make reasonable efforts to process eligible requests before production begins.

If we confirm that your order has been successfully canceled before production begins, any applicable refund will be returned to your original payment method.

After the 5-hour cancellation and modification period, your order may already have entered production. At that point, we cannot guarantee that the order can be canceled or modified.

If production has already started, requests to cancel the order or correct customer-submitted information may not be eligible for a refund because the personalized product may already have been created or entered the production process.

If you notice an error shortly after placing your order, please contact us at support@poemmart.com as soon as possible.

Personalized and Made-to-Order Products

Every personalized product is created specifically for the individual customer based on the selections and information submitted with the order.

Once production begins, the product may contain unique names, photos, messages, dates, designs, or other personalization that prevents the item from being resold or reused for another customer.

For this reason, personalized and made-to-order products are not eligible for traditional returns or exchanges for customer-related reasons such as changing your mind, buyer's remorse, selecting the wrong option, uploading the wrong image, or submitting incorrect personalization information.

This does not affect your eligibility for a Full Refund or Free Replacement when Poemmart is responsible for a manufacturing, printing, personalization, fulfillment, or shipping error as described in this policy.

Packages Lost in Transit

If a package is confirmed lost in transit by the shipping carrier or our fulfillment system, please contact us within the applicable claim period so that we can review the shipment.

Once the loss is verified and the claim is approved, the affected order or item may be eligible for a Full Refund or Free Replacement in accordance with this policy.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

  • Check around your property, mailbox, reception area, porch, entrance, or other safe delivery locations.
  • Ask household members, neighbors, building management, or reception staff whether they accepted the package.
  • Contact the shipping carrier for additional delivery information when appropriate.

If you are still unable to locate the package, please contact us so that we can review the shipment information and determine the appropriate next steps.

A package marked as delivered by the carrier is not automatically considered lost in transit. Claims involving confirmed carrier delivery may require additional review and supporting information before a resolution can be determined.

Unauthorized Returns

Please do not send products back to Poemmart without first contacting our customer support team and receiving return instructions.

Because approved damaged, defective, incorrect, or incorrectly produced products generally do not need to be returned, sending an item to an address associated with Poemmart does not automatically qualify the order for a Full Refund or Free Replacement.

Unauthorized returns may not be accepted or processed as a valid claim.

Business Address

Poemmart
1942 Broadway Ste 314C
Boulder, Colorado 80302
United States

Please do not send returns to this address unless our customer support team specifically instructs you to do so.

Applicable Consumer Rights

Nothing in this policy is intended to limit, restrict, or exclude any rights that cannot legally be limited, restricted, or excluded under applicable consumer protection laws.

If applicable law gives you additional rights beyond those described in this policy, those legal rights will continue to apply.

Need Help?

If you have questions about an order, Full Refund, Free Replacement, cancellation, return, or this policy, please contact us:

We appreciate your trust in Poemmart and will always work to resolve genuine product, production, fulfillment, or shipping issues fairly and promptly.