Refund policy

Returns & Refunds

Last updated: 21 July 2026

Every order from SJM Magnetics Co. is made to order with your own photos and personalization. Because a personalized item cannot be resold to anyone else, custom orders are final sale under the exemption for custom-made goods. Returns are accepted only where the mistake is ours, and must be raised within 14 days of delivery.

We are not able to accept returns, exchanges, or refunds for a change of mind, for low-resolution or blurry photos you uploaded, or for spelling mistakes in personalization text you supplied. What we will always do is put right anything that went wrong on our side.

When We Offer a Free Remake

You qualify for a free replacement when:

  • Your order arrives damaged in transit.
  • The item has a genuine printing or manufacturing defect — for example a misprint, peeling transfer, or faulty magnet.
  • You received the wrong item — wrong design, wrong size, or personalization that does not match what you submitted at checkout.

How to Request a Remake

  1. Email sarahjmercantile@gmail.com within 14 days of delivery, quoting your order number and describing briefly what went wrong.
  2. Attach clear photos of the item showing the damage or defect, plus a photo of the outer packaging if the parcel was damaged.
  3. You do not need to ship the item back to us — please keep it. We never ask for personalized photo products to be returned.
  4. Once your claim is approved we will remake and ship your replacement at no cost to you.

Refunds by Exception

Where a remake is not possible — for example if the original artwork can no longer be reproduced — and your claim qualifies under the conditions above, we will refund you to your original payment method. Approved refunds are processed within 10 business days of approval; your bank or card issuer may take a few extra days to post the credit.

Minor Variation Is Not a Defect

Handmade and printed products vary slightly from piece to piece. Small differences in colour tone between your screen and the finished print, or in cropping, sheen, or edge finish, are a normal part of custom production and are not treated as defects.

Cancellations & Changes

Production begins soon after checkout, so cancellations and design changes are only possible before production starts. Once your order is in production we can no longer change or cancel it. If you need to amend something, email sarahjmercantile@gmail.com as soon as you can after ordering and we will do our best.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where state law requires otherwise.

Your Legal Rights

Nothing in this policy limits any right you have under applicable federal or Georgia consumer-protection law, including your rights in respect of goods that are faulty or not as described.

Contact

For any return, remake, or refund question, email sarahjmercantile@gmail.com. We aim to reply within two business days.