At MXVOX, we want you to shop with confidence and enjoy your personalized keepsakes and gifts. Every order is Return & Exchange Policy
At MXVOX, we want you to shop with confidence and enjoy your personalized keepsakes and gifts. Every order is important to us, and we strive to provide quality products that help celebrate your most meaningful moments.
If your order arrives damaged, defective, incorrect, or with a personalization error caused by MXVOX, please contact us so we can help resolve the issue.
1. Eligible Returns and Exchanges
You may request a return, replacement, or exchange if:
- Your item arrives damaged or defective.
- You receive an item different from what you ordered.
- The personalization does not match the details you submitted at checkout due to an error on our part.
- Your order is missing an item or arrives incomplete.
Please contact us within 7 calendar days of delivery to report an issue. Include your order number, a description of the problem, and clear photos of the item and packaging when applicable.
We will review your request and let you know the available resolution.
2. Personalized and Custom-Made Products
Many MXVOX products, including personalized Christmas ornaments, baby ornaments, memorial ornaments, and custom gifts, are made or printed according to the information provided by the customer.
Because these products are personalized, we generally cannot accept returns or exchanges for change of mind, incorrect customer-submitted personalization details, or ordering the wrong design or option, except where required by applicable law.
Please carefully review your name, date, spelling, message, design, size, and product selections before placing your order.
If MXVOX makes a personalization error or your item arrives damaged or defective, please contact us for assistance.
3. Non-Returnable Items
Unless required by applicable law, the following items are generally not eligible for return or exchange:
- Personalized or custom-made products that were produced according to the details submitted by the customer.
- Items ordered in the wrong size, shape, color, or design because of a customer selection error.
- Items damaged through misuse, accidents, improper handling, or unauthorized modification.
- Items reported outside the applicable reporting period, unless otherwise required by law.
This policy does not limit any consumer rights that cannot legally be excluded.
4. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect:
- Contact us at mxvoxcraft@gmail.com within 7 calendar days of delivery.
- Provide your order number and explain the issue.
- Attach clear photographs of the product and packaging, if applicable.
- Wait for our support team to review your request before returning or disposing of the item.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution. Please do not send an item back unless our team provides return instructions.
5. Refunds
If a refund is approved, it will generally be issued to your original payment method. Processing times may vary depending on your payment provider or financial institution.
Where a return is required, we will explain the return process and any applicable shipping arrangements before you send the item back.
Original shipping charges and return shipping costs will be handled according to the circumstances of the claim and applicable law. If the issue results from our error or a defective product, we will explain the available remedy and any shipping-cost arrangements.
6. Exchanges and Replacements
If an exchange or replacement is approved, we will provide instructions for the next steps. Replacement availability may depend on product availability and the nature of the issue.
For personalized products, replacement items will generally be made using the original order details unless corrected information is agreed upon with our support team.
7. Order Cancellations and Changes
If you need to cancel an order or change personalization details, contact us as soon as possible at mxvoxcraft@gmail.com.
We cannot guarantee that a cancellation or change will be possible once production or fulfillment has begun. Any cancellation, change, or refund will be handled in accordance with applicable law.
8. Contact Us
If you have questions about a return, exchange, refund, or replacement, please contact our customer support team.
Store: MXVOX
Email: mxvoxcraft@gmail.com
Phone: +1 575 216 0749
Please include your order number in your message so we can assist you more efficiently.
At MXVOX, we appreciate your trust and the opportunity to help you celebrate life’s special moments.