Refund and Return Policy

Refund and Return Policy at Foundry Trust Group LLC – Your Satisfaction is Our Promise

Our Commitment to Your Happiness

At Foundry Trust Group LLC, we understand that purchasing personalized gifts involves a unique level of trust. When you order a custom Christmas ornament with your family’s names or a personalized mug with a cherished photo, you’re not just buying a product—you’re investing in a memory, a keepsake that will be treasured for years to come. We take this responsibility seriously.

That’s why we’ve crafted a Refund and Return Policy that is fair, transparent, and designed with your complete satisfaction in mind. We stand behind the quality of every item we sell, and we want you to shop with confidence, knowing that if something isn’t right, we’re here to make it right.

This comprehensive guide explains everything you need to know about returns, refunds, exchanges, and our industry-leading warranty. Please read it carefully, and don’t hesitate to reach out to our 24/7 customer support team if you have any questions.

🎯 Our Philosophy: Making It Right

Before diving into the specifics, we want to share our guiding principle: we are human beings serving human beings. We know that mistakes can happen—a typo in a personalized name, a package damaged in transit, or simply a change of heart. Our goal is not to create obstacles but to provide solutions. We treat every customer the way we would want to be treated: with empathy, respect, and a genuine desire to ensure your happiness.

Our industry-leading warranty and hassle-free return process are not just policies on a page; they are a reflection of our core value of putting the customer first.

📦 30-Day Return Policy: Your Peace of Mind Guarantee

For most items purchased on foundrytrust.online, we offer a 30-day return policy. This means you have 30 calendar days from the date you receive your order to request a return.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Timeframe: Your return request must be initiated within 30 days of the delivery date.

  • Condition: The item must be unused, in its original condition, and in the original packaging. For personalized items, this generally means they have not been gifted or displayed beyond a simple inspection.

  • Proof of Purchase: You must provide proof of purchase, such as your order confirmation email or the order number.

Non-Returnable Items

Due to the nature of personalized products, certain items are exempt from our standard return policy. These include:

  • Final Sale Items: Any items marked as “Final Sale” on the product page cannot be returned.

  • Gift Cards: Purchased gift cards are non-refundable.

  • Downloadable Software Products: Any digital downloads, if offered, are non-returnable.

✍️ Returns for Personalized Items: Our Special Consideration

We recognize that personalized items are unique. Because they are custom-made just for you, we have specific guidelines for their return.

When You Can Return a Personalized Item:

  • Manufacturing Defect: If your custom ornament or mug arrives with a defect in the material or craftsmanship (e.g., a crack, chip, or fading print), we will gladly accept a return for a full refund or replacement.

  • Personalization Error on Our Part: If we made a mistake in personalizing your item—for example, we misspelled a name or used the wrong year—that is our fault. We will immediately issue a return for a full refund or send you a corrected replacement at no cost to you. Please provide a photo of the error when you contact us.

  • Damaged in Transit: If your package arrived damaged, please contact us immediately with photos of the damaged product and packaging. We will work with our shipping partners to resolve the issue and provide you with a full refund or replacement.

When You Cannot Return a Personalized Item:

  • Customer Error in Personalization: Because our products are made-to-order based on the information you provide, we cannot accept returns if you simply change your mind about the names, dates, or messages you submitted. This is why we strongly emphasize the importance of double-checking all spelling and details before confirming your order. Our customization tool includes a preview feature for this very purpose.

  • Change of Mind: As personalized items are created specifically for you, we cannot accept returns solely because you decided you no longer want the item.

🔄 The Return Process: Simple and Hassle-Free

We’ve designed our return process to be as straightforward as possible. Here’s how it works:

Step 1: Initiate Your Return

To start a return, please contact our dedicated customer support team. You can reach us through any of the following methods:

  • Email: Send a detailed message to tranlethuhuyenamz@gmail.com with your order number and the reason for your return. Including photos of any defects or damage is incredibly helpful.

  • Live Chat: Use the live chat feature on our website during business hours for immediate assistance.

  • Phone: Call us at +84816677233 to speak directly with a support representative.

Step 2: Receive Your Return Authorization

Once we receive your request, our team will review it promptly. If your return is approved, we will provide you with:

  • A Return Authorization Number (RA#) . Please write this number clearly on the outside of your return package. Returns without an RA# may be delayed or rejected.

  • The return shipping address (which may be different from our headquarters).

  • Instructions on how to properly package your item for return.

Step 3: Package and Ship Your Item

Carefully repack the item in its original packaging, if possible, along with any accessories or documentation. Securely attach the shipping label (if we provided one) or use a carrier of your choice. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for items lost in transit during the return.

Step 4: Confirmation and Refund

Once your returned item is received at our facility and inspected (usually within 2-3 business days), we will send you an email notification. Your refund will then be processed automatically to your original payment method.

💵 Refunds: Timing and Details

How You Will Be Refunded

Refunds are always issued to the original payment method used at checkout. This ensures the money goes back to the source and maintains the highest level of financial security.

Refund Processing Time

Once we have issued your refund, the time it takes for the funds to appear in your account depends on your financial institution:

  • Credit/Debit Cards: Typically 5-10 business days.

  • Apple Pay/Google Pay: Typically 3-5 business days.

You will receive a confirmation email from us once your refund has been processed. Please note that we have no control over the speed at which your bank or card issuer processes the credit.

Shipping Costs

  • Return Shipping Costs: Unless the return is due to our error (defect, damage, our personalization mistake), the cost of return shipping is the responsibility of the customer.

  • Original Shipping Costs: Original shipping charges are generally non-refundable. The refund will be for the cost of the product only, unless the return is a result of our error.

🔁 Exchanges: Getting the Right Item

We want you to love what you ordered. If you need to exchange an item for a different product or a corrected version, the process is similar to a return.

For Defective or Incorrect Items:

If you received a defective item or one with an error on our part, and you prefer a replacement over a refund, please indicate this when you contact us. We will process an exchange at no additional cost to you, including shipping.

For Other Exchange Requests:

If you ordered a non-personalized item and wish to exchange it for a different non-personalized item (e.g., a different mug design) within 30 days, please contact us. The fastest way to do this is to initiate a return for the original item and place a new order for the desired item.

🏆 Industry-Leading Warranty: A Lifetime of Protection

We are so confident in the quality of our craftsmanship that we offer an industry-leading warranty on our products. This is our promise that your keepsake will stand the test of time.

Lifetime Guarantee Against Hairline Cracks

Our polyresin ornaments are crafted to be durable, but we understand that storage conditions can sometimes be less than ideal. That’s why we offer a lifetime guarantee against hairline cracks caused by normal temperature fluctuations during storage. If, after years of use, you notice hairline cracks developing on your resin ornament, contact us. We will replace it.

Warranty Coverage for Manufacturing Defects

Our warranty covers defects in materials and workmanship for a reasonable period after purchase. This includes issues like:

  • Peeling or fading of print.

  • Broken parts due to manufacturing flaws.

  • Structural defects in the product.

What the Warranty Does Not Cover

The warranty does not cover damage caused by:

  • Accidents, misuse, or abuse.

  • Normal wear and tear.

  • Improper handling or storage (beyond normal temperature changes).

🚚 Damaged or Lost in Transit: What to Do

We partner with reliable carriers to ensure your order arrives safely, but sometimes the unexpected happens during shipping.

If Your Item Arrives Damaged:

  1. Do Not Discard: Please keep the item, its original packaging, and any packing materials.

  2. Document the Damage: Take clear, well-lit photos of the damaged product and the shipping box, especially any visible damage to the box itself.

  3. Contact Us Immediately: Email us at tranlethuhuyenamz@gmail.com with your order number and the photos. The sooner you report the damage, the easier it is for us to file a claim with the carrier and get a replacement sent to you.

If Your Package is Lost:

If your tracking information shows no movement for an extended period or the package is marked as delivered but you haven’t received it, please contact us. We will investigate with the carrier and work to resolve the situation, which may involve sending a replacement or issuing a refund.

❌ Order Cancellations: Before It’s Too Late

Because we pride ourselves on fast processing and shipping, our team begins working on your order almost immediately after it is placed.

  • Cancellation Window: You may cancel your order for a full refund within 1 hour of placing it, provided the personalization process has not yet begun. After this window, or if our artisans have already started hand-lettering your item, the order cannot be cancelled as it is now in production.

  • How to Cancel: To request a cancellation, please contact our customer support team immediately via phone or live chat for the fastest response. Please have your order number ready.

🧾 Proof of Purchase: Keeping Your Records

To facilitate any return, exchange, or warranty claim, please retain your proof of purchase. This can be:

  • Your order confirmation email.

  • A screenshot of your order details from your account on our website.

  • Your credit card or bank statement showing the transaction with Foundry Trust Group LLC.

📞 Contact Us for Return Assistance

If you have any questions about this policy or need help with a return, our friendly customer support team is here for you. We are available 24/7 to answer your questions and guide you through the process.

Email: tranlethuhuyenamz@gmail.com
Phone: +84816677233
Live Chat: Available on our website, foundrytrust.online

Please include your order number in all communications for faster service.

🔄 Policy Updates

Foundry Trust Group LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically. Your continued use of our website and placement of orders after any changes constitutes your acceptance of the revised policy.

The last updated date of this policy is noted at the bottom of this page.

Our Final Word: You Are Valued

At Foundry Trust Group LLC, our policies are not designed to protect us from you; they are designed to protect the integrity of our relationship with you. We want every interaction to be positive, and we are committed to resolving any issues fairly and efficiently. Thank you for trusting us with your most precious memories.