Refund policy
Last updated: September 4, 2026
Nearly everything we sell is made to order and personalized for a specific customer, which shapes this policy. Please read it before you order, and reach out if anything is unclear.
Personalized items are final sale
Monogrammed and personalized products — including the Personalized Stretcher Bar Kit and any shop-branded or custom-text order — are produced specifically for you and cannot be restocked or resold. For that reason they are not eligible for return or exchange for reasons of preference, including a change of mind, ordering the wrong size, or entering the wrong initials.
Please double-check your sizes, initials, spelling, and color before checking out. Our How It Works page explains how to measure your canvas and how the three-initial monogram order works.
If something is wrong with your order
We stand behind our work. Contact us within 30 days of delivery if your order arrives:
- damaged or broken,
- defective or misprinted,
- or different from what you ordered (wrong size, wrong initials, wrong color, wrong bar type, or missing items).
Email hello@margaretscott.com with your order number and a few photos showing the problem. We will replace the item or refund you — your choice — at no cost to you. If we ask you to send the item back, we will provide a prepaid label and a return address. Please do not ship anything back before contacting us.
Non-personalized items
Items without personalization may be returned within 30 days of delivery if they are unused and in original condition. Contact us first for a return address. Refunds cover the item price; original and return shipping are not refunded unless the return is the result of our error.
Changes and cancellations
Because production begins soon after an order is placed, contact us as soon as possible if you need to change or cancel. If your order has not entered production we can usually update sizes, initials, or color, or cancel for a full refund. Once an order is in production it cannot be changed or cancelled.
A note on made-to-order variation
Each set is produced individually. Small variations in finish, and slight differences between the color you see on screen and the finished piece, are normal characteristics of a made-to-order product and are not defects. Monogram letter spacing is optimized during production, so the finished monogram may sit slightly differently than the on-screen preview.
Refund processing
Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for the refund to be processed, and additional time for your bank or card issuer to post it. If more than 15 business days have passed since we confirmed your refund, contact us.
Lost or damaged in transit
If tracking shows delivered but you cannot find your package, check with your household and carrier first, then contact us within 30 days of the delivery date and we will help resolve it. See our Shipping Policy for more.
Your statutory rights
Nothing in this policy limits any rights you have under applicable consumer protection law. Note that many jurisdictions, including the European Union and the United Kingdom, specifically exempt custom-made and personalized goods from standard cancellation and withdrawal rights.
Contact us
Margaret Scott
Email: hello@margaretscott.com
Email is the best way to reach us, and we answer every message — usually within one to two business days. If you need to send something to us by mail, email us first and we will provide a mailing address.