Hassall’s Designs Return & Refund Policy
At Hassall’s Designs, most of what we create is made just for you. Because of that, our return policy is a little different from a typical online store.
Custom & Personalized Orders
- Custom, personalized, and made-to-order items cannot be returned or refunded once production has begun.
- Please double-check your spelling, dates, and design details before placing your order.
- If there is an error on our end (wrong design, incorrect spelling that wasn’t in your instructions, or damage during shipping), we will fix the issue by either replacing or refunding the item.
Pre-Made / Non-Custom Products
- Non-custom items may be returned within 14 days of delivery if unused and in their original packaging.
- Return shipping costs are the customer’s responsibility unless the item was damaged or incorrect.
- Refunds will be issued once the item is received back in new condition (shipping costs are non-refundable).
Damaged or Incorrect Orders
- If your order arrives damaged or is incorrect, contact us within 7 days of delivery.
- Please email us at [your email address] with your order number, a description of the issue, and photos of the product and packaging.
- We will work quickly to resolve the issue with a replacement or refund.
Additional Notes
- Natural materials such as wood, slate, and stone will vary in grain, color, and texture. These variations are part of their character and not considered defects.
- Colors may appear differently on screens versus in person.
- Refunds cannot be issued due to a change of mind on custom orders.
