Returns, Refunds, Exchanges and Order Cancellation

Returns, Refunds, Exchanges and Order Cancellation Policy

 

The policy contained herein governs our policies and practices related to, but not limited to: returns, exchanges, refunds, and cancelled orders.

Although returns and dissatisfied customers are extremely rare for us, we’re here to help. We want to know if you aren’t entirely satisfied. Please review the following policy governing returns, refunds, exchanges and repairs.

 

Returns:

Due to the handmade and custom nature of our products, all sales are final and returns are generally not accepted. However, if you aren’t fully satisfied with your purchase feel free to contact us within 7 days of receiving/taking delivery and we’ll do our best to reach a resolution suitable to all involved.

If return of the item is necessary and approved we’ll provide return instructions and our return shipping address via email. To be eligible for return, our item must be in unused and in the same undamaged condition that you received it in. It must be in the original packaging materials and you must have proof of purchase or a receipt. A PayPal transaction ID or invoice is acceptable provided we can verify it on our end via our own account.

If you return an item we will inspect the item upon receipt and notify you within 5-10 business days of our decision. If your return is approved we will initiate a refund within 24 hours ot that decision via the method of our choosing.

 

Order Cancellations:

We generally don’t honor requests for order cancellations but If you “change your mind” soon after making your purchase contact us immediately. We may be able to cancel the order and issue a refund within 24 hours of your purchase date and time. Please not an order cancellation fee may be assessed and deducted from your refund amount. (See Restocking Fee or Order Cancellation Fee below.)

Please keep in mind most of our products are made by hand. Once work begins on a product we generally do not honor order cancellations or refunds requests without charging a cancellation fee. This is especially true of custom or personalized products featuring names, phrases, or artwork requested by the customer.

 

Restocking Fee or Order Cancellation Fee:

We do our best to avoid charging fees whenever possible. However, our products often require a great deal of time and effort to create, package and ship. Furthermore our payment processor charges non refundable transaction fees which we do not get credited back when an order is refunded, regardless of the reason.  A restocking fee or order cancellation fee of up to 18% of the transaction total may be assessed to returns or refunds. 

These reasons include, but are not limited to: 

  • A buyer requested order cancellation. (Buyer’s remorse, buyer changed their mind, buyer ordered in error, buyer entered wrong quantity at checkout etc.) 
  • The return of a non defective product
  • We cancel an order and issue a refund because we believe purchases are potentially fraudulent or made with malicious intent
  • Any other return, cancellation or refund resulting from situations beyond our control

Consider the following example, a customer simply changes their mind and wishes to cancel their order and return a product after delivery has been made. We have been charged non-refundable transaction processing fees. We have likely spent a great deal of time hand crafting the order. We also paid for packaging materials and shipping costs out of pocket. A restocking/order cancellation fee of the full amount would likely apply in this situation.

Alternatively, consider an example where a customer places an order and about an hour later changes their mind. They request we cancel the order and issue a refund. We wouldn’t need to charge the full restocking/cancellation fee in this situation since work likely hasn’t begun on the order. In this example we would likely assess a transaction fee equal to our transaction processing fees.

You may not received a full refund in certain return or cancellation situations because the restocking or order cancellation fee is generally deducted from the refund amount returned to the customer. 

Feel free to contact us to inquire whether your return might involve a restocking fee.

 

Refunds:

In the event we (or a third party) determine we should issue a refund, it may be in one of the following forms determined by us at our sole discretion: a refund or reversal of your original payment method, an exchange for a product of equal or greater value, or store credit. We reserve the right to charge a restocking or order cancellation fee. (See “Restocking Fee or Order Cancellation Fee” above.) This fee is generally deducted from the refund amount returned to the customer.

 

Shipping:

Your original shipping charges were free and paid by us as a courtesy to customers. As a result, you are responsible for paying your own shipping costs involved with returning your item for return, exchange or repair. You are solely responsible for your shipment until it reaches us and is in our possession. We are not responsible for returns that are lost, misdirected, damaged or stolen during shipping. We highly recommend careful packaging and shipping your product back to us with insurance and tracking information. Requesting signature upon receipt is not required but might also be a good idea.

 

Repairs:

All items are inspected and tested before shipping out. In the highly unlikely event your item arrives damaged due to shipping issues, we’ll work with you to file a shipping insurance claim if need be. Please refer to our Damage Policy for detailed instructions on the process.

In the event your product is determined to be malfunctioning or defective within 14 days of receipt simply contact us to describe the issue. If repairs are necessary ship it back to us and we’ll fix it at no additional cost to you (other than shipping charges both ways). Please note we will not fix issues for free if we determine they are due to neglect, misuse, abuse, careless handling, spills or other issues caused by the customer.

If you’ve damaged your product due to misuse, care, abuse or some other cause after the 14 day period described above, we might still be able to fix the issue for you. We’d charge our cost for parts plus a small fee for the time involved. Of course fees for shipping both ways will be your responsibility. This could still be much cheaper than purchasing a new product.

 

No Refunds Due to Shipping Delays, Shipping Issues, Missed Deadlines Etc.:

Absent any written guarantee from us stating something contrary, we do not issue full or partial refunds due to delays beyond our control. We are not responsible for shipping delays, misdirected shipments, lost shipments, or stolen shipments. Please note any order completion times quoted by us, or listed on our site, are general guidelines and are subject to change. We are unable to issue monetary compensation or refunds for slow shipping, misdirected shipments, missed deadlines or other similar issues.

 

Contact Us

Feel free to contact us if you have any questions on our Return Policy.

By making a purchase via our site, you are agreeing that you have read, fully understood and are in complete agreement with and accepting of the aforementioned policies contained herein.