Returns Policy

Last Updated: December 2024

1. Return Eligibility

Due to the handmade nature of our products, returns are accepted only under the following conditions:

• Items must be returned within 14 days of receipt
• Items must be in original, unused condition
• Items must be in original packaging when possible
• Custom orders are generally not eligible for return unless there is a manufacturing defect
• Items must not show signs of wear, damage, or use
• All original tags, labels, and accessories must be included

We reserve the right to refuse returns that do not meet these conditions. Items that have been personalized, customized, or altered cannot be returned.

2. Non-Returnable Items

The following items cannot be returned:

• Custom orders that have been personalized or customized to your specifications
• Items that have been used, damaged, or altered by the customer
• Digital products or downloadable content
• Items returned after the 14-day return period
• Items purchased during special sales or promotions (unless otherwise stated)
• Gift cards and workshop registrations
• Items that have been exposed to moisture, heat, or other damaging conditions

3. Return Process

To initiate a return, please follow these steps:

1. Contact us through our contact page or email (info@specialcreativeo.cv) to request a return authorization
2. Provide your order number and reason for return
3. Include photos if the item is damaged or defective
4. Once approved, you will receive return instructions and a return authorization number (RMA)
5. Package the item securely in its original packaging when possible
6. Include the RMA number clearly visible on the outside of the package
7. Ship the item back to the address provided using a trackable shipping method

Important: Returns sent without prior authorization may be refused or delayed in processing.

4. Refunds

Once we receive and inspect your returned item:

• Refunds will be processed within 5-10 business days of receipt
• Refunds will be issued to the original payment method used for the purchase
• Original shipping costs are non-refundable unless the return is due to our error
• Return shipping costs are the responsibility of the customer unless the item is defective or incorrect
• You will receive an email confirmation once your refund has been processed
• Please allow additional time for the refund to appear in your account (varies by payment method)

If you paid by credit or debit card, refunds will be sent to the card-issuing bank. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, please return the original item following our return process and place a new order for the desired item.

We recommend placing your new order as soon as possible to ensure availability of the item you want. We cannot hold items while waiting for returns to be processed.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. We take quality seriously and will make it right.

For damaged or defective items:

• Contact us within 48 hours of receipt with photos showing the damage or defect
• Include your order number and a description of the issue
• We will review your claim and respond within 2 business days
• If approved, we will arrange for a replacement or full refund at no cost to you
• We will cover return shipping costs for damaged or defective items
• We may request that you return the damaged item for quality control purposes

Please note that minor variations in handmade items are normal and do not constitute defects. Each handmade piece is unique, and slight differences from product photos are expected.

7. Wrong Item Received

If you receive the wrong item, please contact us immediately:

• Contact us within 48 hours of receipt
• Provide your order number and describe what you received versus what you ordered
• We will arrange for the correct item to be sent to you
• We will cover all shipping costs for the correction
• You may be asked to return the incorrect item, and we will provide a prepaid return label

8. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective item, etc.). We recommend using a trackable shipping method and retaining proof of shipment.

We are not responsible for items lost or damaged during return shipping. We recommend insuring return shipments, especially for high-value items.

For returns due to our error, we will provide a prepaid return shipping label or reimburse your return shipping costs upon receipt of the returned item.

9. International Returns

For international orders, return shipping costs are the responsibility of the customer. Customs duties and import taxes paid on the original order are non-refundable.

When returning items internationally, please mark the package as "Returned Goods" to avoid additional customs charges. We are not responsible for any customs fees incurred during the return process.

10. Store Credit

In some cases, we may offer store credit instead of a refund. Store credit will be issued in the form of a digital code that can be used for future purchases. Store credit does not expire and can be used for any product on our website.

11. Late or Missing Refunds

If you haven't received your refund yet, please check the following:

• Check your bank account or credit card statement
• Contact your bank or credit card company - it may take some time before your refund is officially posted
• Check your email for our refund confirmation
• If more than 10 business days have passed, contact us at info@specialcreativeo.cv

12. Sale Items

Items purchased during sales or promotions may have different return policies. Any special return terms will be clearly stated at the time of purchase. Please review sale terms carefully before completing your purchase.

13. Contact Us

If you have questions about returns, need assistance with the return process, or have concerns about a return, please contact us:

Email: info@specialcreativeo.cv

Website: Contact Page

Include your order number for faster service. We aim to respond to all return inquiries within 2 business days.

We're here to help and want to ensure you're satisfied with your purchase. Please don't hesitate to reach out if you have any questions or concerns about returning an item.