Can You Return a Personalized Photo Gift?

You cannot return a personalized photo gift for a change of mind, because each piece is printed from your own photo and cannot be resold. You are covered for quality, though: if a piece arrives damaged or defective, we remake or refund it. This guide explains the policy, why custom items work this way, what counts as a quality issue, and how to avoid problems before you order.

The Returns Policy in Short

Custom photo gifts are not returnable for change of mind, but they are covered against damage and manufacturing defects. The split is simple: anything that is our fault, like transit damage or a print flaw, we fix at no cost. Anything that is a change of heart is not returnable, because the item only exists because you ordered it. This is the standard policy across every made-to-order format.

The reason comes down to what "made to order" means.

Why Custom Items Cannot Be Returned

A personalized photo gift is produced from your specific photo only after you order, so it has no resale value to anyone else. A stock product can go back on a shelf; a plaque, puzzle, or canvas with your family photo on it cannot. That is the trade-off that comes with a one-of-a-kind item, and it is why the policy focuses on getting the order right and on covering genuine quality problems rather than on change-of-mind returns.

What that quality coverage includes is worth spelling out.

What Is Covered: Damage and Defects

Quality problems are covered with a remake or refund. These are the situations that qualify:

• The piece arrives broken or damaged in transit, such as a cracked panel or a dented frame.
• There is a manufacturing defect, like a printing error, a misaligned image, or a flaw in the material.
• The finished item does not match the file you uploaded, for example the wrong photo or text was applied.

To request a remake or refund, message support@giftenova.com within 7 days of delivery with photos of the issue, and we will make it right. What is not covered is a photo that was simply too low-resolution to print sharply, which is a problem to catch before ordering.

How to Avoid Problems Before You Order

Because change-of-mind returns are not an option, a few minutes of checking before checkout protects the gift. Upload a clear, high-resolution original (our guide on photo resolution for printing covers the megapixels you need by size), and review your photo and any text on the preview before confirming. Our team also gives each order a quick internal check and contacts you if there is a clear file issue, though there is no separate proof-approval step, explained in our guide on whether you get a proof before a photo gift is printed. The full process is in our guide on how ordering a personalized photo gift works. Every made-to-order piece in our personalized photo gifts collection follows this same policy.

Frequently Asked Questions

Can I return a personalized photo gift if I change my mind?

No. Custom items are printed from your personal photo and cannot be resold, so change-of-mind returns are not accepted. Quality issues like damage or defects are covered with a remake or refund.

What do I do if my photo gift arrives damaged?

Message support@giftenova.com within 7 days of delivery with photos of the damage. We will remake or refund the piece. This covers transit damage, manufacturing defects, and orders that do not match the file you uploaded.

Is a low-resolution photo covered?

No. A photo that was too low-resolution to print sharply is not a defect, so it is not covered. Check resolution against the print size before ordering, and review the preview, since change-of-mind returns are not available.

Does this policy apply to all photo gift formats?

Yes. The same policy covers every made-to-order format, from puzzles and plaques to wall art and crystals: no change-of-mind returns, with remakes or refunds for damage and defects within 7 days.