Refund policy
Last updated: 14 October 2026
At CieloNYCDesigns, every product is custom-made and personalized to order. Because each item is created specifically for you and cannot be resold or reused, the following policy applies to all orders.
Custom and personalized items
All sales are final on customized and personalized items. We cannot accept returns or offer refunds for:
- Buyer's remorse or change of mind
- Personalization details submitted incorrectly by the customer (spelling, dates, names, design choices)
- Orders placed in error
- Minor variations in color, size or finish that are inherent to handmade and custom products
- Damage caused after delivery
Please review your personalization carefully before placing your order. If you spot a mistake right after ordering, contact us as soon as possible and we will correct it if production has not yet begun. Orders cannot be canceled once production has started.
When we will issue a full refund
We will refund your order in full if:
- We made the item incorrectly. The item does not match what you submitted: wrong design, wrong wording, or wrong item.
- Your order was lost in transit. Confirmed lost in the mail and not recoverable.
- Your order was significantly delayed without notice. Substantially past the estimated delivery window with no communication from us.
Damaged on arrival
If your item arrives damaged, contact us within 7 days of delivery with clear photos of the damaged item, the packaging, and the shipping label. If approved, we will send a replacement at no cost, or issue a full refund if a replacement is not possible.
Claims reported more than 7 days after delivery may be denied.
Errors made by us
If we make a mistake on your order (incorrect engraving, wrong design, or wrong item sent), we take full responsibility. Contact us within 7 days of receiving your order with a photo and a description of the error. We will provide either a corrected replacement at no additional cost, or a full refund.
Errors submitted by the customer
If the error was in the details you submitted (spelling, dates, personalization choices, or delivery address), we are not responsible for the mistake and a full refund will not be issued. We may offer a discounted remake at our discretion.
Partial refunds
A partial refund may be offered in limited cases, such as minor cosmetic imperfections that do not affect usability, or a mutually agreed resolution where a full replacement is unnecessary. Amounts are determined case by case.
Non-returnable items
The following items cannot be returned:
- Personalized acrylic awards
- Custom engraved jewelry
- Customized nameplates
- Bulk and corporate orders
- Sale and clearance items
Bulk and corporate orders are not returnable, but they are fully covered by the sections above. If we made an error or an item arrives damaged, we will provide an exchange or replacement at no cost, and we offer discounted remakes for errors submitted on your side. Report any problem within 7 days of delivery.
Shipping costs
Shipping fees are non-refundable unless the error was caused by us. Customers are responsible for return shipping unless otherwise agreed in writing.
How to reach us
Email dmherenyc@gmail.com with your order number, a photo of the item where relevant, and a description of the issue. We respond within 2 to 3 business days.