Refund policy

We want you to love your necklace. Because every piece is personalized and engraved just for you, please read our return policy carefully.

30-day guarantee on defects: If your item arrives damaged, defective, or incorrect (for example, an engraving error on our side), contact us within 30 days of delivery and we will send a free replacement or a full refund.

Personalized items: Since engraved necklaces are custom made, we cannot accept returns or exchanges for change of mind, wrong size or color chosen, or spelling mistakes entered by the customer at checkout. Please double-check your engraving text before placing your order.

How to request a return or replacement: Email support@softnexhq.com with your order number and clear photos of the issue. Please do not send items back without contacting us first; we will reply with instructions and the return address.

Refunds: Once your claim is approved, your refund will be issued to your original payment method within 5-10 business days. Your bank or card issuer may take additional time to post the refund.

Order changes and cancellations: Because engraving starts quickly, orders can be changed or cancelled within 12 hours of purchase. After that, the order is already in production.

Questions? We're happy to help at support@softnexhq.com.