Refund policy

Custom locks and Lantern panel placement are digital items that are placed on the bridge as soon as your payment is confirmed. We want every memorial to be right, so if something goes wrong, we'll fix it or refund you.

You can ask for a full refund if

• you were charged but your lock did not appear on the bridge;
• you were charged more than once for the same lock;
• you placed a custom lock by mistake and contact us within 7 days of buying it;
• there is a mistake in your lock (for example a misspelt name) and you'd rather have your money back than have us correct it.

Corrections instead of refunds

If a name, date or tribute needs changing, write to us. We're happy to correct it free of charge at any time.

When we can't refund

We can't refund a lock that we've removed because it broke the terms of use, for example spam or abusive content. Free locks and candles don't involve payment, so there's nothing to refund.

How to ask

Email okafohenrie@gmail.com with the email address you paid with, your loved one's name on the lock, and the date of payment. We reply within 2 business days. Approved refunds go back to your original payment method through Bachs, usually within 5–10 business days depending on your bank.