Refund and Returns
We want you to love your personalized wooden rack. Because every order is engraved to order, our return rules are a little different from ordinary stores.
1. Personalized / Engraved Items
Items engraved with your custom name or text are made specifically for you. They cannot be resold, so they are not eligible for change-of-mind returns, exchanges or refunds.
2. What Is Covered
We will make it right, free of charge, if your order arrives:
- Damaged in transit
- Defective in material or workmanship
- Incorrect — the wrong design, or engraving text that does not match what you submitted
3. How to Make a Claim
Within 7 days of delivery, email service@mxybsd.com with your order number and clear photos of the item and its packaging. Once we confirm the issue, we will either:
- Resend a replacement free of charge, or
- Issue a full refund to your original payment method.
Most defective/incorrect items do not need to be shipped back — we may ask you to dispose of or keep them at our discretion.
4. Cancellations
If you contact us within 24 hours and your order has not yet entered production, we can cancel it for a full refund. Once engraving has started, the order is considered in production and cannot be cancelled or changed.
5. Refund Processing
Approved refunds are processed within 3 – 10 business days to your original payment method. Depending on your bank, it may take a few extra days for the amount to appear on your statement.
6. Non-Covered Cases
- Change of mind, or ordering the wrong design by mistake
- Natural variations in wood grain and color (normal, not a defect)
- Damage caused after delivery, assembly or misuse
- Issues caused by an incorrect shipping address you provided
7. Contact
Questions about your order? Email service@mxybsd.com — we always try to find a fair solution.
Guangzhou Shunling International Trade Co., Ltd.
Room 227-3, 2nd Floor, No. 59 & 63 Shatai South Road, Tianhe District, Guangzhou City
Phone: +86 18771948647 | Email: service@mxybsd.com