Refund policy

Effective date: 25 September 2026 

Last updated: 25 September 2026

We handcraft each item from The Salt & Light Store, with the option to personalize it with the name, date, verse, or any word of your choosing. Because of that, our policy for returns on personalized Christian gifts is not the same as you would find at a regular retailer. Should we err in any way, there is no cost to you and no need to ship the piece back. Items ordered without personalization are covered by the same policy.

Here is how it works: put in a word with us within 14 days of delivery if what you receive is damaged, incorrect, or does not match the personalization you put in at checkout. We will make good on it with a free replacement. In the event a replacement cannot be delivered to you in time for your occasion, we will issue a refund or store credit in its place. You are welcome to keep the original regardless.

You never need to send anything back

There is no need to ship anything back to us. A made-to-order piece cannot be put back on the shelf, so returning it would be an unnecessary expense and inconvenience to you. We will settle your claim with whatever you prefer in the way of a refund, store credit, or a replacement; the item is yours to have. We only need a photo or video of your damaged item to resolve your claim.

How each situation is handled

Items without personalization follow the same policy. Damaged, defective, wrong, and lost items are covered exactly as shown above, and you don't need to send anything back. 

When we got it wrong

Our live preview is there to show you exactly how a name, date, verse, or any other word will be rendered on the piece before you put a personalized item in your cart. Whatever text and options you put in are saved to the order and reflected in the confirmation email. Should the final product not match that record, be it an incorrect font, a word left off, or a letter out of place, the fault is with us.

We stand by our work. If an acrylic piece, necklace, ring, mug, ornament, prayer blanket, or any other product comes to you defective or damaged, or if you have been sent the wrong thing altogether, we will make a new one and ship it at no cost.

Many of our products are sold as gifts for occasions with a fixed date, like a funeral, baptism, birthday, or confirmation. In the event a replacement cannot be made in time, let us know and we can offer store credit or a refund. The same option is open to you should the replacement for a damaged or defective product prove to be wanting. 

Where only a portion of an order is at fault, say a message card or the chain on a gift box, we will simply reissue that part.

Lost or stuck in transit

If tracking indicates the package has not moved for 30 days after it was shipped, do not hesitate to get in touch.  We are happy to issue a full refund, provide store credit or put in a free replacement at your discretion.

In the case of international orders that are “in clearance” or being held by customs, they are not deemed lost just yet. Processing times in certain countries run to several weeks, meaning we will require more time before we can look into a claim.

And if you have an event date to mark and the tracking on a gift has ground to a halt, we suggest you email us without delay instead of waiting. While we have no way to put pressure on the carrier, we can assist with your plans. For delivery estimates covering the U.S. and the rest of the world, have a look at our Shipping Policy policy page.

Marked delivered but not received

If tracking shows your order as delivered but it never arrived, it's covered only if Package Protection was added at checkout. With Package Protection, we'll send one free replacement. Refunds and store credit aren't available in this situation.

Package Protection is optional and priced by order total:

Please hold off on reporting an issue for 2 business days following the delivery scan. It is not uncommon for a carrier to put in an early mark and have the package appear shortly after. In the interim, it would be prudent to see if neighbors or building staff have it, or to make an inquiry at the mailroom.

Important: Without Package Protection, we can't replace orders that tracking shows as delivered. If you're shipping a gift straight to the recipient, Package Protection is worth adding.

What we can't cover

Personalization entered incorrectly. We make each piece exactly as your personalization was entered at checkout. This will be indicated in your live preview. Any misspellings or errors in your order will appear on the finished piece, so please review the preview carefully before placing an order. We also advise you to check your order confirmation email as soon as it arrives to make sure you entered the correct personalization details. If you spot a mistake, email us right away. If your order hasn’t entered production yet (usually less than 24 hours), we can cancel it for a full refund and let you reorder with the correct text. See our Personalization & Misspelling Policy to see how the live preview works. 

Incorrect shipping addresses. Please double-check the address at checkout, especially when sending a gift directly to someone else.

Change of mind. This includes a gift the recipient didn't want.

Normal wear over time. Our Care Instructions explains how to care for and prevent tarnish and delay wear for items worn every day. 

Refunds and store credit

Refunds: We will refund the entire amount you paid. There is no deduction for shipping since that is on us. Do note, however, that Package Protection cannot be refunded after an order has left our hands. Expect the money to be returned to your original form of payment in 5 to 10 business days or so, at the discretion of your bank.

Store credit: You can receive store credit in lieu of a refund. Store credit is valued at 110% of your order amount and does not expire. Many of our customers choose this when they plan to make another purchase in the future.

We handle each matter one way: we will issue a replacement, a refund, or store credit. We do not combine these remedies.

How to report a problem

Email support@thesaltandlightstore.com within 14 days of the delivery date shown in tracking. Include:

✅ Your order number

✅ A short description of the problem

✅ Clear photos of the issue

✅ For a wrong item or wrong design: a video showing the product and the package it arrived in. We can't approve these claims without the video, so please keep all packaging until your claim is resolved.

✅ If you'd like a refund or store credit because of an event date: the date of the event

Tracking must show the order as delivered for damage claims. We reply within 48–72 hours with next steps.

Cancellations

You can cancel an order for a full refund until it enters production, which usually happens within 24 hours of ordering. After that, it can't be cancelled or changed.

Questions

Choosing the right words for someone you love is hard enough. If something goes wrong with the piece, we'll make it right.

📧 support@thesaltandlightstore.com
 📍 2850 34th St N, St. Petersburg, FL 33713, United States