Return & Refund Policy

Effective Date: 02 August 2025

Every creation made under Flamecraft & Soultrace — a sub-brand of Sisuvalo Oy — is crafted with soul, precision, and care. We treat each order as a unique collaboration between our artisans and you. This policy explains how we handle returns, refunds, and revisions for all personalized products and Eternal Memory creations.

💫 Our Philosophy

Each piece we create is personally reviewed before engraving or production begins. We do not rely on automation — every design, upload, and detail is manually checked for quality, balance, and clarity. If something is unclear or requires adjustment, we always contact you personally before production. We believe in clear communication and shared creation.

🪞 Personalized Creations

Because every product we offer is individually crafted — engraved, customized, or designed based on your ideas — returns and exchanges are generally not accepted once production has started or after delivery. Each item is made specifically for you and cannot be resold or reused.

However, this does not mean that we leave you alone after your purchase. If an engraving, alignment, or design detail does not feel right, we will gladly adjust or refine it until you are completely satisfied. Our goal is to make every piece as perfect as it deserves to be.

🌿 Eternal Memory Digital Creations

Eternal Memory projects — digital memorials, photo artworks, or personalized compositions — include unlimited revisions within reason until you are entirely happy with the result. We understand the emotional weight behind these creations and promise to handle them with empathy and patience. Your memories are treated as something sacred — and we only stop once you feel at peace with the outcome.

🧾 Refunds and Replacements

Refunds or replacements are only offered in the rare case of:

• a confirmed production or engraving error made by us,
• damage during shipment, or
• an incorrect item being delivered.

If one of these cases applies, please contact us within 7 days of delivery and include:

• your order number,
• clear photos showing the issue, and
• a short description of what went wrong.

Once verified, we will repair, replace, or refund your order — always aiming to restore your trust and satisfaction.

📦 Return Shipping

If a return is authorized, the item must be carefully packaged and shipped using a tracked and insured service. We cover return shipping costs only when the issue was caused by us (for example, a production fault or engraving error).

⏳ Processing Time

Approved refunds are processed within 5–10 business days after the returned item is received or the issue has been verified.

⚖️ Legal Note

This policy complies with EU consumer regulations. Under Directive 2011/83/EU (Article 16), the right of withdrawal does not apply to goods that are custom-made or clearly personalized. Nevertheless, all our customers have the right to request corrections, adjustments, or revisions — and we gladly implement them until the result feels perfect.

💬 Contact

Flamecraft & Soultrace
by Sisuvalo Oy
Email: info@flamecraft-soultrace.com
Website: www.flamecraft-soultrace.com

We create with heart, listen with patience, and craft with fire.
Your story is safe in our hands.