Refund Policy
1. Eligibility for Returns
We accept returns within 14 days of delivery for customers in the EU, UK, and United States, provided the item meets the following conditions:
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The product must be unused, undamaged, and returned in its original packaging
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Proof of purchase is required
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Return requests must be initiated within 14 days of delivery
To begin a return, contact us at lutena0@hotmail.com with your order number and reason for return.
2. Items Not Eligible for Return
Due to the handcrafted and made-to-order nature of our products, the following items are non-returnable:
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Custom or personalized items
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Used or damaged items not caused by transit
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Gift cards
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Final sale or discounted items
3. Refund Process
Once we receive and inspect your returned item, you will be notified via email.
If approved:
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Refunds are issued to your original payment method within 5–10 business days
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Original shipping costs are non-refundable unless the item is defective or incorrect
4. Defective or Incorrect Items
If you received an incorrect or defective product, please notify us within 3 days of delivery with a photo. We will provide a replacement or full refund.
5. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original and place a new order separately.
6. EU and California Consumer Rights
If you are located in the EU or California, you are entitled to:
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The right to withdraw within 14 days without reason (EU only)
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Access, correction, or deletion of personal data
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Transparency regarding how your data is used
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The ability to file a complaint with a data protection authority
For more information, please see our Privacy Policy.
7. Return Shipping
Customers are responsible for return shipping costs unless the return is due to a product defect or fulfillment error. We recommend using a tracked shipping method.
8. Questions?
If you have any questions about this policy or need help with a return, contact us at:
Email: lutena0@hotmail.com