Refund policy

Return & Refund Policy

At GDI Studio, we want you to be happy with your purchase. Because many of our products are personalized, engraved, or made to order, return eligibility depends on the type of product purchased.

30-Day Returns

We accept returns on eligible non-personalized items within 30 days of delivery.

To qualify for a return, the item must be:

Unused and undamaged
In the same condition in which it was received
In its original packaging, whenever possible
Accompanied by proof of purchase

Before returning an item, you must contact us at stephanie@geminidesignsinc.com to request return authorization.

Items sent back without prior return authorization will not be accepted.

How to Return an Item

To request a return:

Email stephanie@geminidesignsinc.com within 30 days of receiving your order.
Include your name, order number, item being returned, and reason for the return.
If the product is damaged, defective, or incorrect, include clear photographs of the item and packaging.
Wait for confirmation that your return has been approved.
Carefully package the product to prevent damage during shipping.
Include your name and order number inside the package.
Ship your approved return using a tracked shipping service to:

GDI Studio
1871 Wilson Ave.
North York, Ontario M9M 1A2
Canada

We strongly recommend keeping your tracking number until your return has been processed.

Unless the return is due to an error, defect, or damage caused by GDI Studio, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is the result of an error by GDI Studio.

Please do not send returns C.O.D. (Cash on Delivery).

Personalized & Custom Items

Because personalized and custom products are created specifically for each customer, personalized, engraved, monogrammed, custom-sized, custom-designed, and made-to-order products are final sale and cannot be returned or exchanged because of a change of mind.

This includes products customized with:

Names
Initials or monograms
Dates
Logos
Custom wording
Artwork or customer-supplied designs
Custom dimensions or specifications

Personalized or custom products may be eligible for a repair, replacement, or refund if:

The item arrives damaged or defective
The personalization does not match the information provided with the order
You receive the wrong product
GDI Studio made an error during production or personalization

Any issue with a personalized or custom product must be reported within 7 days of delivery.

Please carefully review all names, spelling, dates, initials, monograms, wording, capitalization, and other personalization details before placing your order.

GDI Studio is not responsible for personalization errors resulting from incorrect information submitted or approved by the customer.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incorrectly personalized, or you receive the wrong item, contact us within 7 days of delivery at stephanie@geminidesignsinc.com.

Please include:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the shipping packaging if damage occurred during transit

Please keep the product and all original packaging until we have reviewed your claim.

If we confirm that the issue was caused by GDI Studio, we will provide an appropriate repair, replacement, or refund at no additional cost to you.

Please do not return a damaged or defective product until you have received instructions from us.

Natural Wood Characteristics

Our products are made from natural wood, which means every piece is unique.

Natural variations may include differences in:

Grain pattern
Colour and tone
Knots
Mineral markings
Texture
Natural figuring

These variations are normal characteristics of real wood and are not considered defects.

The colour, grain, and markings of your product may vary from photographs shown on our website.

Customer-Caused Damage & Normal Wear

GDI Studio is not responsible for damage that occurs after delivery as a result of normal use, misuse, accidents, improper cleaning, maintenance, storage, or handling.

This includes, but is not limited to:

Burns or heat damage
Knife marks, cuts, scratches, or gouges
Stains or discoloration
Water damage
Warping caused by soaking or prolonged exposure to moisture
Damage caused by placing wooden products in a dishwasher
Damage resulting from improper cleaning or maintenance

Wood cutting and charcuterie boards are functional products. Normal knife marks, cutting marks, and natural changes to the appearance of the wood through regular use are not considered defects.

Customer-caused damage, normal wear and tear, and damage caused by failure to follow product-care instructions are not eligible for a return, refund, replacement, or exchange.

Exchanges

If you would like a different non-personalized product, the easiest option is to return your eligible original item and place a new order once your return has been accepted.

Personalized and custom-made products cannot be exchanged unless there is a confirmed defect, damage, incorrect product, or production error caused by GDI Studio.

Final Sale Items & Gift Cards

We cannot accept returns or exchanges on:

Personalized or custom-made products
Items marked Final Sale
Clearance items
Gift cards

An exception may apply if a product arrives damaged, defective, incorrect, or contains an error caused by GDI Studio.

Refunds

Once your approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at stephanie@geminidesignsinc.com.

Original shipping charges are non-refundable unless the return was required because the product arrived damaged, defective, incorrect, or due to an error by GDI Studio.