Made to order – personalised products
Every EmblemLighters lighter is made to order with the 3D emblem or logo you supply and approve. We keep no stock: each order is produced specifically for you, to your specifications.
No returns or withdrawal for personalised goods
Because our products are made to the customer's specifications and are clearly personalised, returns, exchanges and refunds for change of mind are not possible.
Consumers in the EU/EEA: the statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised (Art. 16(c) Directive 2011/83/EU; in Germany § 312g (2) no. 1 BGB, in Austria § 18 (1) no. 3 FAGG).
Business customers (B2B): there is no right of withdrawal or return for business customers.
Artwork approval before production
Production only starts after you have approved the digital preview of your emblem in writing (usually sent within approx. 24 hours of receiving your logo). Please check spelling, colours, size and layout carefully – the approved artwork is binding for production. Corrections are free until you approve.
Cancellation
You can cancel your order free of charge until you approve the artwork; we will refund the full amount. After approval, production of your custom pieces begins and the order can no longer be cancelled.
Defects, production errors and transport damage
If your lighters arrive defective, damaged in transit, or do not match the approved artwork, we will make it right: we replace the affected pieces or refund them.
- Email hello@emblemlighters.com with your order number, a short description and photos of the problem (and of the packaging for transport damage).
- Please contact us as soon as possible, ideally within 7 days of delivery.
- After reviewing the photos we confirm replacement or refund. Do not send goods back without our confirmation.
Minor variations in colour, finish or emblem position that are typical for metal casting and remain within the approved design are not a defect. Your statutory warranty rights remain unaffected.
Refunds
Approved refunds are made to the original payment method, usually within 10 business days of approval.
Contact
All questions about orders, cancellations and claims: hello@emblemlighters.com