Refunds & Returns

All sales are final

Everything we make is handmade, made-to-order custom work, built for your specific project. For that reason, all sales are final — we do not accept returns, exchanges, or cancellations once an order is placed. We're unable to offer refunds for a change of mind, and we can't take back a finished piece once production has started.

Because of this, please confirm every detail — spelling, dimensions, materials, and finish — before you order, and reach out with any questions first. We're happy to walk through options so you get exactly what you have in mind. This is also why we ask you to carefully review your design or proof before approving it — see our Terms of Service.

Personalized & custom items

Personalized and one-of-a-kind pieces — anything with a name, date, logo, custom text, or artwork — especially cannot be returned or refunded, since they can't be resold. Double-check your personalization details before approving, and don't hesitate to ask us to confirm anything you're unsure about ahead of time.

Digital files

Instant-download digital files (cut files, SVGs) are non-refundable once downloaded, since there's no way to "return" a digital product. If a file is genuinely broken or doesn't match its listing, contact us and we'll fix or replace it.

Damaged or incorrect orders

The one exception to all-sales-final is if something is genuinely wrong with your order. If your order arrives damaged, defective, or not as described, contact us within 48 hours of delivery with photos of the item and its packaging. We stand behind our work and will make it right — repair, remake, or refund the order, at our discretion and based on whatever makes the most sense for the situation. See our shipping policy for how this works with carrier claims.

How the damage exception works

Once we've reviewed your photos and confirmed a damage or defect issue, we'll agree on the best fix with you. If a refund is the right call, approved refunds are issued to your original payment method, typically within 5–10 business days depending on your bank or card provider. A repair, remake, or replacement is often the faster and better outcome for one-of-a-kind work.

Questions about a specific order? Email info@thebossfactory.ca with your order details and we'll help sort it out.