Everything we make is handcrafted to order, and we want you to love it. That's why every order is backed by two promises: a damage guarantee and our $50 Happiness Guarantee. This page explains exactly how each works and how to claim it.

1. The $50 Happiness Guarantee

If your piece doesn't meet — or exceed — your expectations, you may be eligible for a $50 store gift card. To keep this offer fair and available to genuine customers, the following conditions apply.

Who is eligible

• You are a first-time buyer with us (one Happiness Guarantee claim per customer/household, lifetime).
• You contact us within 14 days of delivery to start a claim.

Condition of the return

• The item must be returned unused, in its original packaging, with nothing missing (all parts, hardware, inserts and cards included).
• Return shipping is arranged and paid for by the customer. We recommend a tracked service — we can only assess items we actually receive.
• Empty packaging, used items, or returns with missing parts are not eligible.

How you receive your gift card

• Once your return reaches us and we confirm it meets the conditions above, we issue your $50 store gift card by email.
• The gift card is store credit, redeemable on a future order — it is not exchangeable for cash and cannot be refunded to your original payment method.

How to start a claim

1. Email us at office@franjohnsonhouse.com (or use our Contact page) within 14 days of delivery, with your order number.
2. We'll confirm eligibility and send you the return address.
3. Ship the item back (tracked, at your cost) and send us the tracking number.
4. When it arrives and passes our check, we email your $50 store gift card.

2. Damage Guarantee (arrived broken or damaged)

If your order arrives damaged in transit and you purchased Shipping Protection with your order, we will remake and reship your item free of charge — no return required in most cases. Simply email us within 14 days of delivery with a clear photo of the damaged item and the packaging.

Shipping Protection also includes extra-reinforced packaging and priority handling to reduce the chance of damage in the first place.

Orders placed without Shipping Protection are handled on a case-by-case basis (see your statutory rights in Section 5).

3. Personalized & made-to-order items

Because our products are personalized and produced specifically for you, they cannot be returned or exchanged for a change of mind once production has begun, except:

• where they arrive damaged or defective, or
• where they are not as described / personalized incorrectly by us (if we made the error, we'll remake it free), or
• under the $50 Happiness Guarantee above, subject to its conditions.

Please double-check your personalization details at checkout. Where a design proof is offered, approving your proof confirms the spelling and layout.

4. What isn't covered

• Items that are used, altered, washed, or damaged after delivery through normal wear or misuse.
• Returns received without original packaging or with missing parts.
• Claims made after the 14-day window.
• More than one Happiness Guarantee claim per customer/household.

5. Your statutory rights

This Happiness Guarantee is offered in addition to your legal rights and does not limit them. Depending on where you live (for example, in the EU and UK), you may have statutory rights regarding goods that are faulty, not as described, or damaged in transit, regardless of whether you purchased Shipping Protection. Nothing in this policy affects those rights.

6. Refunds & damage remedies

For faulty, defective, or incorrectly made items, contact us and we'll put it right — typically a free remake and reship, or where appropriate a replacement or refund. Our full Refund Policy and Shipping Policy apply alongside this page.

7. Changes to this guarantee

We may update this Happiness Guarantee from time to time. The version shown here at the time of your order applies to that order.

Questions? We're happy to help — reach us via our Contact page or at office@franjohnsonhouse.com.