Returns Policy

At By Promise, we want you to feel confident and cared for at every step. If something isn’t right, we’re here to help. Please read below for details on our return and exchange policy.

Before Shipping

• Free changes within 48 hours: You may cancel or modify your order within 48 hours of purchase at no cost.
• Changes after 48 hours: If your order has entered production, cancellations or modifications are still possible, but a 30% customization fee (based on product price) will apply. Please note that: Customization and production will be rescheduled from the date of the revised order.

After Shipping

Returns or exchanges are accepted within 99 days of purchase under the following conditions:

• The customized product does not match the submitted order details
• The product has quality issues, such as blurry engraving, damaged stones, or poor clarity
• The wrong item was delivered

Product Issues

If there is a confirmed product defect or error, such as blurry engraving, damaged stones, or poor clarity, we will offer a full refund or a free replacement. In these cases, you do not need to return the item. For a quicker resolution, kindly attach photos related to the issue with your return request.

Return Costs

• Within 48 hours of purchase: Orders may be canceled free of charge. No costs will be incurred by the customer.
  
• After 48 hours but before shipping: Cancellations are subject to a 30% customization fee (based on product price) , which must be paid by the customer.
• In case of product defects or errors caused by By Promise: All return and replacement costs will be fully covered by By Promise, with no additional charges to the customer.

Returns Not Accepted

• More than 99 days have passed since the order was placed
• Incorrect personalization information was provided by the customer
• Returns due to allergies or personal preferences after use
• The product shows signs of use or personal damage

Refund Process

To request an order cancellation, modification, or refund, please contact us at support@bypromise.com. Our customer service team will review your request and respond after confirming the order details. Once our customer service team confirms the refund details and amount, the refund will be processed within 3–5 business days and returned via the original payment method. Please note that: Shipping costs are non-refundable for non-quality returns.

Contact Us

If you have questions or need assistance, feel free to email us at support@bypromise.com. We’re here to help.