Returns & Refund Policy

1. General

All our products are handmade with care. Small variations in size, colour or finish between items are normal for handmade goods and do not indicate a defect. Colours may also differ slightly from screen displays due to lighting and screen calibration.

 

2. Embroidered / Personalised Items

Items that have already been embroidered or personalised cannot be exchanged or refunded — unless the item was faulty when received (see section 4). As these items are made specifically for the customer, they cannot be resold.

 

3. Unembroidered Embroidery Blanks

For unembroidered blank items returned for a reason other than a fault:

• Item must be unused, unwashed, and in its original packaging
• Customer covers the cost of return shipping
• A refund will only be processed once we have received and verified the item is in its original condition

 

4. Faulty or Damaged Items

If an item is received defective, contact us as soon as possible at orders.hcreations@gmail.com with photos of the issue. Each case is assessed individually, at our discretion and subject to applicable consumer legislation.

 

5. Change of Mind

We accept no exchanges or refunds for change of mind — no exceptions. Please make sure of colour, pattern and size before ordering.

 

6. What Is Not Eligible for Exchange/Refund

• Embroidered or personalised items (unless faulty)
• Items that have been washed, used or damaged by the customer
• Change-of-mind requests

 

7. Refund Process

Once a refund is approved, it will be processed via EFT to the customer’s bank account within a reasonable timeframe.

 

8. Out of Stock

If a product becomes unavailable after an order has been placed, we will contact the customer to discuss an alternative, wait time, or full refund.

 

9. Contact

For any queries regarding exchanges or refunds: 📧 orders.hcreations@gmail.com