Refund policy
RETURN, REFUND, AND REMAKE POLICY
Effective Date: July 8, 2026
Seller: Litania LLC, a Wyoming limited liability company (“Litania,” “we,” “us,” or “our”)
Contact: support@litania.studio
Because many Litania pieces are Custom Orders made specifically from your accepted Photo Submission, our return, refund, and remake policy differs from a standard stock-goods return model.
If something is wrong with your order, contact us promptly at support@litania.studio so we can review the issue and, where appropriate, resolve it.
This Policy is incorporated into and should be read together with our Terms of Service + Custom Order Terms, Shipping Policy, Privacy Policy, product-page disclosures, checkout disclosures, and any order-specific written communications.
Nothing in this Policy limits any non-waivable rights you may have under applicable consumer protection law.
- Key Definitions
“Custom Order” means any item made specifically for you using your submitted photo, image, text, instruction, or other personalized input.
“Photo Submission” means any photograph, image, file, likeness, design reference, text, note, instruction, or related content you provide to us in connection with a Custom Order.
“Production Start” means the time Litania sends notice that your Photo Submission has been accepted and production is beginning or scheduled to begin within 24 hours, or another production-start point expressly stated by us in writing for that order.
“Proof” means any mockup, render, design preview, digital preview, edited image, production reference, or other pre-production review material we may choose to provide for a particular order.
“Material Mismatch” means a substantial and outcome-relevant difference between the accepted production basis for your order and the item delivered, excluding minor variation inherent in handmade, cast, polished, engraved, finished, photographed, or personalized goods.
“Delivery Confirmation” means carrier tracking, delivery scan, proof of delivery, or similar delivery status showing delivery to the shipping address provided in your order, subject to applicable law.
- Cancellations Before Production Start
You may request cancellation only before Production Start.
If an approved cancellation occurs before Production Start, we will generally issue the refund to the original payment method unless another lawful method is required or agreed. Bank, card-network, and payment-provider processing times may vary.
Once Production Start occurs, the Custom Order has entered production and is subject to Section 3.
- No General Returns, Exchanges, or Cancellations After Production Start
Because each Custom Order is made specifically for you using your submitted photo and specifications, we do not accept general returns, exchanges, or cancellations after Production Start except as described in this Policy or where required by law.
After Production Start, design time, labor, materials, production capacity, and manufacturing resources may already be committed.
Change-of-mind dissatisfaction, buyer’s remorse, preference changes, gift-recipient preference, or a desire for a different photo after Production Start is not eligible for return, exchange, cancellation, or refund unless required by law or expressly approved by us in writing.
- Photo Submissions, Proofs, and Handmade Variation
You are responsible for providing a clear, suitable, and usable Photo Submission in the file format, quality, crop, resolution, lighting, and subject positioning we request.
If we provide a Proof, mockup, render, or other preview, you are responsible for reviewing it carefully before approval, including crop, orientation, spelling, personalization, design direction, and visible details. If you approve a Proof, we may rely on that approval for production.
Custom portrait jewelry is not a photographic reproduction. It is a physical artistic and manufacturing interpretation of the accepted Photo Submission.
Minor variation in relief, finish, detail, cropping, contrast, texture, polishing, metal behavior, engraving depth, scale perception, chain, packaging, and handmade characteristics is expected and does not by itself constitute a defect, nonconformity, or Material Mismatch.
We do not guarantee exact facial recognition, exact likeness, exact emotional expression, exact photographic accuracy, exact surface finish, exact color appearance, exact scale perception, or exact match to a digital mockup.
- Damaged, Defective, Wrong Item, or Material Mismatch Claims
If your order arrives damaged, contains a manufacturing defect, is the wrong item, or you believe it reflects a Material Mismatch, email support@litania.studio within 14 days after Delivery Confirmation.
Please include:
- your order number;
- a brief description of the issue;
- clear photos of the item;
- photos of the packaging, if the item arrived damaged; and
- any other information reasonably needed to review the issue.
Please keep the item and packaging until the claim is resolved. We may need the original item, packaging, labels, inserts, or shipping materials to assess the issue or support a carrier claim.
We review each case individually. Where appropriate, our primary remedies are repair, remake, replacement, store credit, or another reasonable correction. Refund may be offered at our discretion or where required by law.
- What Is Not Covered
This Policy does not cover:
- change-of-mind dissatisfaction, buyer’s remorse, or preference changes after Production Start;
- preference for a different photo, crop, pose, chain, finish, or style after Production Start;
- issues resulting primarily from a low-quality, unsuitable, obstructed, blurry, dark, distorted, low-resolution, or incomplete source image;
- issues based on customer-approved Proof details;
- ordinary handmade variation or expected artistic interpretation;
- normal wear and tear, tarnish, oxidation, patina, dulling, minor scratches, or surface changes from wear or storage;
- allergic reaction, irritation, skin discoloration, or sensitivity unless caused by a verified manufacturing issue or where applicable law requires otherwise;
- accidental damage, loss, theft, or misplacement after Delivery Confirmation;
- damage caused by misuse, improper storage, rough handling, unauthorized repair, unauthorized cleaning, modification, or exposure to water, chemicals, cosmetics, sweat, abrasion, impact, crushing, pulling, children, pets, machinery, sports, exercise, sleep, bathing, or swimming;
- issues caused by incorrect, late, or missing customer-provided information;
- delays caused by customer nonresponse, unsuitable Photo Submissions, address errors, payment issues, customs, carriers, or events outside our reasonable control, except where applicable law requires otherwise.
- Product Care and Safety
Our products are intended as adult jewelry for ordinary personal wear.
Remove jewelry before water exposure, sleep, sports, exercise, machinery use, childcare activities where tugging may occur, or any activity where jewelry may be damaged or create a hazard. Avoid chemicals, cosmetics, abrasives, impact, crushing, pulling, and rough handling.
Keep jewelry, chains, clasps, packaging, and small components away from babies, children, and pets. Discontinue use if irritation, discomfort, or damage occurs.
Failure to follow care instructions may affect eligibility for repair, remake, replacement, refund, or other remedy.
- Delivered but Missing Packages
If tracking shows Delivery Confirmation but you cannot locate the package, contact us promptly.
We may ask you to check with the carrier, household members, building staff, neighbors, mailroom, parcel locker, local post office, or delivery location. We may also ask you to provide a written statement, carrier case number, police report, or other documentation if needed for a carrier, insurance, fraud-prevention, or payment dispute claim.
A package marked delivered to the shipping address provided in your order may not be eligible for refund, replacement, or remake unless required by law or unless we determine an exception is appropriate.
- Incorrect Address, Refused Delivery, and Returned Shipments
You are responsible for providing a complete and accurate shipping address.
If a package is returned to us because of an incorrect address, refusal, failure to claim, inability to deliver, customs issue, or similar issue not caused by us, you may be responsible for reshipment charges, return charges, address-correction fees, customs charges, or other reasonable costs.
If the item is a Custom Order, return to sender does not convert the order into a cancellable or returnable order after Production Start.
- Return of Original Item
Where appropriate, we may require return of the original item before or after providing a repair, remake, replacement, refund, store credit, or other resolution.
If we require return of an item for a verified manufacturing defect, verified wrong item, or verified Material Mismatch, we will provide return instructions consistent with applicable law and our policies.
If we do not receive a required return, or if the returned item materially differs from the claim submitted, we may deny or adjust the requested remedy to the extent permitted by law.
- Refund Timing and Non-Refundable Charges
If we approve a refund, it will generally be issued to the original payment method unless another lawful method is required or agreed.
Processing times may vary by bank, card network, payment provider, and payment method.
Shipping charges, expedited production charges, gift packaging, duties, customs charges, import fees, payment-provider fees, or other third-party charges may be non-refundable except where required by law or expressly approved by us in writing.
- Store Credit, Repairs, Remakes, and Replacements
Where appropriate, we may offer repair, remake, replacement, store credit, refund, or another reasonable resolution.
A remake or replacement may require a new production timeline and may be subject to material availability, production capacity, shipping timing, and quality-control review.
A repaired, remade, or replaced item remains subject to this Policy.
- Preorders, Delays, and Legal Refund Rights
If a product is offered for preorder, early access, waitlist release, limited release, made-to-order release, or delayed shipment, the stated production and shipping windows are estimates unless we expressly state in writing that a date is guaranteed.
We will make reasonable efforts to provide accurate timing information and to update you if a material delay affects your order.
If applicable law requires your consent to a delayed shipment or requires a refund because we cannot ship within a promised or legally required timeframe, we will provide the notice, choice, refund, or other remedy required by applicable law.
Nothing in this Policy limits any shipping-delay, cancellation, refund, or notice rights that cannot be waived under applicable law.
- Fraud, Abuse, and Payment Disputes
We may deny or limit a request where we reasonably believe it involves fraud, abuse, bad faith, repeated policy misuse, altered evidence, false information, chargeback abuse, resale activity, unauthorized modification, or violation of our Terms.
If you have a concern about your order, contact us first at support@litania.studio and give us a reasonable opportunity to review and, where appropriate, resolve the issue.
This does not limit any non-waivable rights you may have under applicable law or payment-network rules.
If you initiate a chargeback, payment dispute, or similar claim, we may provide the payment processor, card network, bank, fraud-prevention provider, or other relevant party with order records, production records, Photo Submission status, Proof approval, delivery confirmation, communications, policy terms, and other information reasonably relevant to the dispute.
- Reviews and Public Feedback
Nothing in this Policy prohibits you from posting an honest review or sharing truthful feedback about your experience.
We ask that you contact us directly if there is an order issue so we can review and, where appropriate, resolve it.
- Changes to This Policy
We may update this Policy from time to time for future orders by posting an updated version with a new Effective Date.
The Policy in effect at the time of your order will apply to that order unless law requires otherwise or unless you agree to updated terms.
- Contact
For return, refund, remake, or order-resolution questions, contact us at:
support@litania.studio
To help us assist you quickly, include your order number, a description of the issue, and any relevant photos.