Refund Policy

At CharmCraft, every custom item is made to order just for you. This policy explains when you can cancel, and what happens if something isn't right with your order. If you have any questions, email us at support@getcharmcraft.com.

Cancellations before production

You can cancel your order for a full refund at any time before production starts. Production begins after you approve your digital mockup. To cancel, email us with your order number as soon as possible.

After production starts

Because custom items are made specifically for you using your artwork, we can't accept cancellations, returns or refunds for change of mind once production has started. This includes cases where the finished item matches the mockup you approved.

Defective or wrong items

If your item arrives defective, or doesn't match your approved mockup, we'll offer a free remake or a refund, provided you contact us within 30 days of delivery. This applies to:

  • Items that are damaged, broken or faulty, including non-working NFC chips.
  • Items that clearly differ from your approved mockup.
  • Wrong products, sizes, backings or quantities compared with your order.

What's not covered

  • Errors in spelling, text or design that were present in the mockup you approved.
  • Slight color differences between digital screens and finished PVC.
  • Wear and tear, or damage caused by misuse after delivery.
  • Issues reported more than 30 days after delivery.

Ready-made items

Ready-made items that arrive defective or incorrect are covered in the same way: report the issue within 30 days of delivery for a free replacement or refund. For any other questions about a ready-made item, please contact us and we'll be happy to talk through your options.

How to make a claim

  • Email support@getcharmcraft.com within 30 days of delivery.
  • Include your order number and a description of the issue.
  • Attach clear photos showing the problem.
  • Let us know if you prefer a remake or a refund.

We may ask for additional photos or information. In most cases, you won't need to return the item. If a return is needed, we'll provide instructions.

How refunds are issued

Approved refunds are issued to your original payment method. Depending on your bank or card provider, it may take several business days for the refund to appear on your statement.

Lost packages

If your tracking shows no movement for an extended period, or your package is marked delivered but hasn't arrived, contact us. We'll work with the carrier to investigate and help find a solution.

Orders we decline

If we decline an order before production, for example because the artwork appears to infringe someone else's rights, we'll issue a full refund.

Contact

CharmCraft

Email: support@getcharmcraft.com