Refund & Return Policy

Effective Date: 03.11.25

Thank you for shopping with Baldwin Heights (“we,” “our,” or “us”). As our products are custom-made upon order, we have established the following Refund Policy to ensure clarity regarding refunds, returns, and exchanges. By placing an order with us, you agree to the terms outlined below.

  1. No Returns on Custom Products

Because each product is custom-made when ordered, we do not accept returns, refunds, or exchanges except in the following circumstances:

  • The product arrives damaged or defective.
  • There is a manufacturing error resulting in the wrong product, design, or size being delivered.
  • The item does not match the product description on our website.

We encourage you to carefully review your order before completing your purchase.

  1. Reporting a Damaged or Defective Product

If your order arrives damaged, defective, or incorrect, you must contact us within 14 days of delivery to request a resolution. To expedite the process, please provide the following:

  • Clear photos of the product, including the damaged/defective area.
  • Clear photos of the packaging, including the shipping label.
  • Your order number and a brief description of the issue.

You can reach us at [email protected]. We will review your claim and provide a resolution, which may include a replacement or a refund.

  1. Approved Refunds

If your refund request is approved, we will process the refund to your original form of payment. Please note:

  • Refunds may take up to 7 business days to appear in your account, depending on your payment provider.
  • Shipping costs are non-refundable unless the refund is due to our error (e.g., wrong item, damaged product).
  • If you have not received your refund after 7 business days, please check with your bank or credit card company before contacting us.
  1. Exchanges

We do not offer exchanges for custom-made products unless the product is defective, damaged, or incorrect. If an exchange is approved, we will provide instructions for returning the item (if necessary) and will process the replacement as soon as possible.

  1. Order Cancellations or Modifications

Since our products are made-to-order, we begin processing orders immediately after payment confirmation. This means cancellations or modifications may not be possible once the order has entered production. If you need to make changes to your order, contact us at [email protected] as soon as possible, and we will do our best to accommodate your request. However, we cannot guarantee changes can be made.

  1. Lost or Undelivered Orders

In the event your order is lost or significantly delayed in transit, please contact us for assistance. While we are not responsible for shipping carrier delays or issues, we will work with you to find a satisfactory resolution. If an order is confirmed lost, we will issue a replacement or refund.

  1. Non-Refundable Items

The following items are not eligible for refunds or exchanges:

  • Orders where the customer provided incorrect shipping information.
  • Products that were damaged due to misuse, mishandling, or improper care by the customer.
  • Minor color or design variations due to different screen displays.
  • Items purchased with a discount code, promotion, or during a sale event.
  1. Contact Information

If you have any questions, concerns, or need assistance with your order, please contact us at:

We appreciate your support and understanding as we strive to provide high-quality, made-to-order products. Thank you for choosing Baldwin Heights.