Returns & Refunds

RETURNS, EXCHANGES & REFUNDS

Customer Support: support@prettybirdsbaby.com

Business Hours: Mon–Fri. We typically reply within 12-24 hours on business days. For faster support, please include your order number and photos (if applicable).

OUR PROMISE

We want you to feel confident shopping with Pretty Birds. If your item arrives with a defect or we made a mistake, we’ll make it right quickly—most often with a free remake or replacement. Because personalized items are made just for you, they are final sale for change-of-mind. But if something is wrong, we’re here to help.

1. DEFINITIONS

Personalized/Custom Items: Items made to order or customized based on your selections or input (name/initials/date/custom text/font/color/design option/size option/custom request).

Final Sale Items: Items marked “Final Sale,” all Personalized/Custom items, and any sale/clearance items (as stated on the product page or at checkout).

Manufacturing Defect / Store Error: Clear production issues or errors caused by Pretty Birds (e.g., wrong personalization due to our mistake, stitching coming undone, significant print/embroidery misalignment, item arriving damaged not caused by customer use).

Normal Variations: Screen color differences, minor placement variations within tolerance, natural fabric variation, and personal preference differences.

2. RESOLUTION TIMELINE

All return, refund, replacement, or support requests must be submitted within 30 days of the order being marked “Delivered” by the carrier. Requests received after this timeframe cannot be processed, regardless of the reason.

Non-Personalized (Not Final Sale)

For Non-Personalized items that are not marked Final Sale, return/refund requests must be submitted within 10 days of the order being marked “Delivered.”

Personalized/Custom (Final Sale)

Personalized/Custom items are Final Sale. If there is a verified manufacturing defect or store error and a refund is exceptionally approved, the request must be submitted within 15 days of the order being marked “Delivered.”

3. PERSONALIZED / CUSTOM ITEMS (FINAL SALE)

Because Personalized/Custom items are made specifically for you, all Personalized/Custom items are Final Sale.

We do not accept returns, exchanges, or refunds for change-of-mind, including but not limited to:

selecting the wrong size/color/font/design option,
no longer needing the item,
“not what I expected” when the item matches the order details,
normal variations (screen color differences, natural fabric texture, minor placement differences within tolerance).

But you’re still protected: if your item arrives with a defect or we made a mistake, we’ll make it right.

3.1. If We Made a Mistake or Your Personalized Item Has a Defect

If your Personalized/Custom item arrives with a Manufacturing Defect or Store Error, we will prioritize a free remake/replacement (or reshipment).

Please report the issue within 3-5 days of delivery by emailing support@prettybirdsbaby.com with:

Order number
Clear photos/video (close-up + full item)
Photos of packaging + shipping label (if shipping damage)

What counts as “Store Error / Defect” (Eligible)

✅ Wrong personalization caused by Pretty Birds (e.g., wrong name/date due to our production error)

✅ Clear manufacturing defects (e.g., stitching coming undone, torn seam, significant print/embroidery misalignment)

✅ Item arrived damaged (not caused by customer use)

What does NOT count as a defect (Not eligible)

❌ Spelling/capitalization/date provided by customer (produced exactly as submitted)

❌ Color differences due to screens/lighting

❌ Natural fabric texture variations

❌ Damage after washing, improper care, or normal wear and tear

3.2. Our Resolution (Priority Order)

To keep things fast and fair, we resolve Personalized issues in this order:

Free Remake / Replacement (preferred solution)
Reshipment (if applicable)
Refund only if we cannot reasonably replace/remake the item

Important rule for discounted orders (>15% OFF): If a refund is exceptionally approved for an eligible issue, it will be issued as Store Credit only (no refund to the original payment method; no full cash refund).

3.3. Do You Need to Send the Item Back?

In most cases, you don’t need to return the item. Depending on the situation, we may offer a refund or replacement without requiring the product to be sent back.

4. CONTACT

Email: support@prettybirdsbaby.com We usually reply within 1–2 business days. If we’re experiencing a high volume of messages, responses may be delayed—thanks so much for your patience and support.

Our goal is to make sure you feel confident with your order. If anything isn’t right, contact us—we’ll respond as quickly as we can and help you with the next steps.