Most products purchased from GiftHorse are custom printed, sewn, etched, or engraved per the customers needs. GiftHorse does not accept returns of custom decorated items unless the decorating quality is in question. If shipping damage is detected, you should file a claim with the shipping company to cover your costs.
If the decorating quality is the case, contact GiftHorse via e-mail RETURNS within 30 days of purchase, stating what you see as the quality problem. If GiftHorse agrees that you may have an issue, we will issue a return authorization. Once you have the return authorization, you will have 30 days to ship the product(s) in question to the address that will be provided with the return authorization. GiftHorse will inspect the products once we have received your return shipment. If the product in question does not meet our quality standards, you will be refunded 100% for the product and your shipping costs. If shipping damage is detected, you should file a claim with the shipping company to cover your costs.
Custom orders usually cannot be canceled after having been placed. If it is possible, we must charge a restocking fee as per our vendors.