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Refund Policy

A legal disclaimer

The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific refund policies that you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Refund Policy.

Refund Policy - the basics

Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.

What to include in the Refund Policy

Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.

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Cancellation Policy

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In-stock items are purchased at full price upon checkout. For custom and made-to-order purchases, clients can submit details through our Custom Request form.
Customers may cancel an order within 24 hours after placing the order and receive a full refund. Materials will not be ordered, and production will not begin, until the 24-hour cancellation period has ended.
After the 24-hour cancellation period, orders in production are non-refundable. Changes requested after the order details have been approved may result in additional charges or a revised completion date.
The remaining balance, applicable sales tax, and shipping charges must be paid before the completed item is shipped. If SubtleHub is unable to complete the order, all payments received will be refunded.

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Shipping Policy

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Most SubtleHub products are handcrafted to order. The estimated production time for made-to-order items is approximately 3–4 weeks after the order is confirmed and the customer approves all final order details. Special-order or backordered materials may require additional time. If so, the customer will be notified as soon as possible.
Production time does not include carrier transit time. Shipping charges are charged separately unless otherwise stated and will be included on the final invoice. The remaining balance, applicable sales tax, and shipping charges must be paid before the completed item is shipped. Customers will receive tracking information once their order has been accepted by the carrier.
If an unexpected delay prevents SubtleHub from shipping by the estimated date, the customer will receive a revised estimated shipping date and may either approve the revised timeframe or cancel the unshipped order for a full refund of all payments made for that item. Customers are responsible for providing a complete and accurate shipping address. Please contact SubtleHub immediately if an address correction is needed. Address changes cannot be guaranteed after a shipping label has been created or the package has been transferred to the carrier.
Packages that arrive damaged should be reported to SubtleHub within 3 calendar days of delivery. Please include clear photographs of the item, packaging, and shipping label so the issue can be evaluated promptly.

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Returns Policy for Custom and Made-to-Order Products

Because custom and made-to-order products are created specifically based on each customer’s approved selections, they are not eligible for return or exchange due to a change of mind, color preference, sizing, or other customer-approved details. Please carefully review all colors, measurements, lining choices, and design details before approving your order.

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If an item arrives damaged, defective, or materially different from the approved order, please notify SubtleHub within 3 calendar days of the carrier-confirmed delivery date. Include clear photographs of the item, packaging, and shipping label so the issue can be evaluated promptly.

After reviewing the issue, SubtleHub will provide an appropriate remedy, which may include repair, replacement, or refund, depending on the circumstances and applicable law. When a return is required because an item is damaged, defective, or incorrect, SubtleHub will provide return instructions and cover the approved return shipping costs.

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Minor variations in stitch texture, dimensions, color placement, or appearance are natural characteristics of handcrafted products and are not considered defects, provided the item substantially matches the approved order specifications.

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Note: Minor variations in stitch texture, measurements, or appearance are natural characteristics of handcrafted products and are not considered defects.

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