AGB

# Custom Orders, Returns & Refund Policy

At Herzsticken, every embroidered product is made specifically for you based on the customization details you provide. This includes names, initials, logos, artwork, text, embroidery designs, colors, and other personalized requests.

### Customer Responsibility

Customers are responsible for reviewing all customization details before placing an order, including spelling, sizes, colors, embroidery placement, uploaded artwork, and any other personalized information.

Herzsticken is not responsible for errors resulting from incorrect or incomplete information provided by the customer.

### Production Variations

As embroidery is a custom manufacturing process, slight variations in thread color, stitch density, embroidery placement, garment color, or overall appearance may occur. These minor differences are considered normal and do not qualify as defects.

### Order Changes and Cancellations

Orders may only be modified or cancelled before production has started.

Once embroidery or production has begun, custom orders cannot be changed, cancelled, or refunded, as they are made specifically for the customer and cannot be resold.

If you need to make changes to your order, please contact us immediately at **[info@herzsticken.ch](mailto:info@herzsticken.ch)**. We will do our best to accommodate your request if production has not yet started.

### Returns & Refunds

Due to the personalized nature of our products, custom embroidered items are **not eligible for returns, exchanges, or refunds** simply because:

* You changed your mind.
* You ordered the wrong size.
* You no longer want the item.
* You dislike the design after approving it.
* The product matches the customization you submitted.

### Damaged, Incorrect or Defective Products

If your order arrives damaged, defective, or you receive the wrong item due to our error, please contact us within **7 days** of receiving your order.

Your request should include:

* Your order number.
* A description of the issue.
* Clear photographs showing the problem.

After reviewing your claim, Herzsticken may, at its discretion:

* Repair the item,
* Replace the item, or
* Issue a full or partial refund where appropriate.

### Shipping Damage

If your package is visibly damaged upon delivery, please notify the shipping carrier immediately and contact us as soon as possible so we can assist you.

### Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable Swiss law.