Last updated: October 29, 2026
Return and refund eligibility depends on whether an item is personalized, made to order, defective, damaged, or different from the confirmed order.
Review before approval
Customers must check product choice, size, color, quantity, names, dates, spelling, uploaded content, and delivery details before approving an order.
Personalized and made-to-order work
Because customized work is made for a specific customer, it is generally not returnable for change of mind, an incorrect customer-supplied detail, or a customer-selected size or color. This does not limit rights relating to defective, damaged, or incorrectly produced goods.
Damaged, defective, or incorrect items
Report a problem through the active support channel on the Contact page within 7 days after recorded delivery. Include the order reference, a description, and clear photos of the item, packaging, shipping label, and issue. Do not discard the item or packaging before receiving instructions.
Available resolutions
After review, an appropriate resolution may include correction, replacement, partial refund, full refund, or another remedy required by law. The resolution depends on the evidence, product, production status, and fulfillment record.
Return authorization
Do not mail an item back without written instructions. Unauthorized returns, used items, washed items, or items changed after delivery may not be accepted unless required by law.
Refund timing
An approved refund is normally issued to the original payment method. Provider and bank posting times are outside Sandhill Sisters’ control.