Refund policy

Returns, Replacements & Cancellations

Our products are made to order. Except where required by law, we do not accept returns or exchanges for a change of mind, an incorrect size or color selected at checkout, or personalization errors entered by the customer when the finished item matches the order. This applies to personalized products and non-personalized products identified as made to order.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or different from what you ordered, please email broadwayscustomcreations@gmail.com as soon as possible, preferably within 48 hours of delivery, so we can investigate promptly.

Include your order number, a description of the problem, and clear photos of the item, affected area, product label, and outer packaging. Please retain the item and packaging until we provide instructions.

For a confirmed issue, we will arrange a replacement at no additional cost or an appropriate refund. You will not pay return postage for a confirmed defect or mistake on our part. Please contact us before returning anything; do not send items to the address on the package without instructions.

Cancellations and changes

Contact us immediately if you need to cancel or change an order. We can cancel and issue a full refund if production has not begun and we can stop the order. Cancellation is effective only when we confirm it. Once production begins, changes and cancellations cannot be guaranteed.

Refunds

Approved refunds will be issued to the original payment method within 5 business days. Your payment provider may need additional time to post the refund.

Your consumer rights

The request to report problems promptly does not limit any rights you have under applicable consumer law.