Refund and return policy

Every Pendspin pendant is personalized and made to order, so it cannot be resold once production starts. This policy explains what we can do.

Cancel before production

You can cancel for a full refund within 6 hours of placing your order, before production begins. Email support@pendspin.com with your order number as soon as possible. After that window the item is in production and the order can no longer be cancelled.

Defective, damaged or wrong item

If your pendant arrives damaged, defective, or does not match what you ordered (wrong word, font, metal or chain length), contact us within 14 days of delivery with your order number and a photo. We will, at your choice, send a free replacement or refund the order in full. You do not need to return a defective or incorrect item.

Change of mind

Because items are made to your specification, we do not accept returns or give refunds for change of mind, or for spelling that matches what you entered at checkout. Please check your word in the preview before paying.

Lost packages

If tracking shows your order was lost in transit, contact us and we will replace it or refund it.

How refunds work

We reply within 2 business days. Approved refunds go back to your original payment method through Stripe and usually appear within 5 to 10 business days, depending on your bank.