Refund policy

 

Return and Refund Policy

Last updated: December 6, 2024

At HandmadeByEllie, customer satisfaction is our top priority. We strive to ensure that all of our products meet your expectations. This policy outlines the conditions under which returns and refunds are processed.

1. Items Eligible for Return or Exchange

You may request a return or exchange under the following circumstances:

  • The item is defective or damaged upon arrival.
  • The item is not personalized or customized.

To be eligible for a return:

  • The item must be unused and in the same condition as received.
  • The item must be in its original packaging.
  • The return or exchange request is submitted within 14 days after receiving the item.

2. Non-Returnable Items

Unfortunately, we cannot accept returns or exchanges for the following:

  • Items with personalized components, such as custom-printed names, unless the item is defective.

We recommend reviewing personalized orders carefully before completing your purchase.

3. Reporting an Issue or Requesting a Return

If you experience any issues with your order, please contact us promptly so we can assist you. To notify us about an issue or to request a return:

  1. Use the Contact Page on our website, or
  2. Email us directly at info@handmadebyellie.shop.

Please include the following details in your message:

  • Order number
  • Description of the issue
  • Photos of the defect or damage (if applicable)

We will work with you to find the best possible solution, including replacement, repair, or refund.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method.
  • Refunds may take [5-10 business days] to appear, depending on your payment provider.

5. Shipping Costs

  • For defective or damaged items, we will cover the cost of return shipping.
  • For other returns, if applicable, the customer is responsible for return shipping costs.

Questions?
If you have any questions about this policy or need further assistance, please don’t hesitate to contact us at info@handmadebyellie.shop.