Refund policy
We make personalized and customized products. We coordinate the layout of the product with the customer beforehand. That is why we do not accept returns for personalized or custom-engraved items. We can accept a return only if there is a defect (although this is almost impossible because the product is handmade and is thoroughly checked at all stages of production). If this happens and the product is defective, please contact us within 30 days and we will redo the product or consider a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at infosteelstory@gmail.com. Please note that returns will need to be sent to the following address: Bychykhin Olexandr, Fialová 4072/7, 851 07 Bratislava-Petržalka
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at infosteelstory@gmail.com.
Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds: We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at infosteelstory@gmail.com.
European Union customers — Right of Withdrawal
If you are a consumer located in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, without giving any reason (cooling-off period).
Please note: This right does not apply to products that have been personalized or custom-made to your specifications (e.g., items with custom engraving), as these are exempt under EU consumer law. If you ordered a non-personalized item, the 14-day right of withdrawal applies in full.
To exercise your right of withdrawal, you can submit a return or cancellation request directly through your customer account, or contact us at infosteelstory@gmail.com. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.