At Heritage Touch Creation, customer satisfaction and trust are important to us. This Refund & Cancellation Policy explains the conditions under which refunds, cancellations, and exchanges may be granted when purchasing artworks, handcrafted products, and craft supplies through hertiagetouchcreation.com  Please read this policy carefully before placing an order.

1. Eligibility for Refunds

Refunds may be considered under the following circumstances:

  • The item received is damaged, defective, or significantly different from the product description.
  • The wrong item was delivered due to a fulfillment error.
  • The order was cancelled within the allowable cancellation window (where applicable).

To qualify for a refund:

  • The request must be submitted within 48 hours of delivery.
  • The item must be unused, unaltered, and returned in its original condition and packaging.
  • Supporting evidence (such as clear photographs or videos) may be required for verification.

Refund requests that do not meet these conditions may not be approved.

2. Non-Refundable & Custom Order Exclusions

Due to the nature of handmade and artistic products, the following items are not eligible for refunds or cancellations:

  • Custom-made, personalised, or made-to-order items
  • Items created based on customer-provided specifications, designs, measurements, or preferences
  • Digital products or downloadable craft resources (if applicable)
  • Items marked as “Final Sale” or “Non-Refundable” at the point of purchase

These exclusions apply unless the item arrives damaged or defective.

3. Order Cancellation Policy

  • Orders for ready-made items may be cancelled within 12 hours of purchase, provided processing or shipment has not begun.
  • Orders that have already entered production, customisation, or shipping cannot be cancelled.
  • Custom orders cannot be cancelled once the creation process has started.

Cancellation approval is subject to verification by our team.

4. Refund Processing Timeline & Method

Once a refund request is approved:

  • Refunds are processed within 7–14 business days
  • Refunds are issued using the original payment method
  • Any applicable transaction or payment gateway fees may be deducted, where permitted by law

Please note that bank processing times may vary depending on your payment provider or location.

5. Return Shipping Responsibility

  • If the return is due to an error on our part (wrong or defective item), Heritage Touch Creation may provide return instructions.
  • For other approved returns, the customer may be responsible for return shipping costs.
  • Returned items must be securely packaged to avoid damage during transit.

6. How to Request a Refund or Cancellation

All refund or cancellation requests must be submitted via email with the following details:

  • Order number
  • Reason for request
  • Supporting images or documentation (if applicable)

Refund Request Email:
📧 info@hertiagetouchcreation.com 

Requests sent through unofficial channels may not be processed.

7. Policy Updates

Heritage Touch Creation reserves the right to update or modify this Refund & Cancellation Policy at any time. Any changes will be published on this page and will apply to future orders only.