Refund policy
Etchline NYC is a brand of Zen Nest LLC. All references to “we”, “us”, or “our” in this Return and Refund Policy refer to Zen Nest LLC d/b/a Etchline NYC.
PHYSICAL ITEMS (ONLINE ORDERS)
Personalized / Customized Items (Exchange Only)
Because personalized items are made specifically for you, personalized/customized items are not eligible for refunds.
That said, we want you to love what you receive. If there’s an issue, we’ll work with you. Personalized items are eligible for an exchange/replacement if:
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the item arrives damaged, defective, or
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we made an engraving/fulfillment error (wrong name/initials, incorrect design, etc.).
Contact us within 48 hours of delivery with photos of:
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the item, and
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the packaging (including the shipping label).
We’ll review and, if confirmed, we’ll arrange a replacement or exchange.
Non-Personalized Items (14-Day Returns)
If an item is not personalized, you may request a return within 14 days of delivery.
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Items must be unused, in original condition, and in original packaging.
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Return shipping is the customer’s responsibility.
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Original shipping fees (if any) are non-refundable.
We recommend using a tracked shipping method for returns.
Address Issues
Please double-check your shipping address at checkout. If a package is returned to us due to an incorrect or incomplete address, we can reship it at the customer’s expense.
To request an exchange or return, email hello@etchlinenyc.com.
EVENT BOOKINGS (ON-SITE LASER ENGRAVING)
Payment and confirmation
Your booking is confirmed once we’ve agreed on event details in writing (usually by email) and payment has been received according to the instructions we send.
Cancellations by you
If you cancel after confirmation/payment, payments are generally non-refundable because we hold that date exclusively for your event. When possible, we’re happy to offer a one-time reschedule (subject to availability) if you contact us as soon as possible.
Rescheduling
If you request to reschedule at least 14 days before your event date, we’ll make a good-faith effort to move your booking to a new available date and apply your payment as a credit. Requests made with fewer than 14 days’ notice may be treated as a cancellation and may require a new booking fee.
Cancellations by Etchline NYC
If we can’t fulfill your event due to circumstances on our side (for example, illness of our lead technician or equipment failure we cannot reasonably replace), we will either:
• Reschedule your event at no additional charge, or
• Refund payments made for the cancelled booking.
ETCHLINE CARES CONTRIBUTIONS AND SPONSORSHIPS
Etchline Cares is a community initiative of Zen Nest LLC. It is not a separate 501(c)(3) nonprofit organization, and contributions/add-on support are not tax-deductible charitable donations at this time.
Because contributions and sponsorships help underwrite workshops and materials, they are generally non-refundable once processed. If you believe a contribution was made in error, contact us within 24 hours at hello@etchlinenyc.com so we can review.
CONTACT
Questions? We’re here to help:
Zen Nest LLC d/b/a Etchline NYC
Email: hello@etchlinenyc.com