Customized items, such as gift items with engraving or personalized photo frames, are sold exclusively and are considered final sale. We do not accept returns or refunds for customized items under any circumstances, as they cannot be resold. However, if a personalized item is delivered faulty or defective, we cover replacement including shipping costs. Customers must inform us via email at hello@99fab.com with their order number within 48 hours of delivery for any issues with personalized items.