Refund policy

Last updated: 5/25/26

1) Our policy at a glance

  • Because our products are customized or made-to-order, they are non-returnable and non-exchangeable by default.
  • We offer refunds of the purchase price (shipping charges not included by default) for qualifying issues related to the product or order, as described below.
  • If your order qualifies for a refund, you must contact us within 14 days of delivery/receipt and provide the required information.

2) When a refund is eligible

  • Defective or damaged item: The product arrived damaged or defective due to production.
  • Wrong item or customization error: The item delivered does not match what you ordered or the custom details you provided (e.g., incorrect size, color, engraving, personalization).
  • Significant quality issue not caused by wear and tear: A clear defect that affects the item’s functionality or appearance.
  • Order error on our side: We correctly processed the order but a fulfillment error occurred (e.g., wrong item, missing component that affects usability).

3) Non-eligible situations

  • Items that were customized or made-to-order exactly as specified in the order and are not defective.
  • Issues caused by improper care, abuse, accidents, or normal wear and tear.
  • Change of mind, incorrect choice, or unrelated preferences after delivery.
  • Shipping costs unless required by applicable law or specified otherwise.

4) How to request a refund

  • Contact our support team at boursawcreations@gmail.com with:
    • Your order number
    • A brief description of the issue
    • Photos or video of the defect, damage, or mismatch (if applicable)
    • Any relevant details about the customization (e.g., order notes)
  • Requests must be submitted within 14 days of delivery/receipt.
  • We will review your request and respond within 3 business days.

5) What we’ll need to process a refund

  • Proof of purchase (order number, email used at checkout)
  • Evidence of the issue (photos/video)
  • Confirmation that the item has not been altered or used beyond reasonable opening of packaging (in many cases, items must be unused to qualify)

6) How refunds are issued

  • If approved, refunds are issued to the original payment method.
  • The refund amount will be the purchase price only (shipping charges are non-refundable unless required by law or specified otherwise).
  • Refunds are issued within 5–7 business days after approval.

7) Returns, exchanges, and replacements

  • Custom goods: We do not accept returns or exchanges unless the item is defective, damaged, or mis-fulfilled as described above.
  • If a replacement is offered, it will be subject to the same customization terms and availability.

8) Processing time and shipping notes

  • If you paid for expedited shipping, please note that shipping charges are non-refundable except where required by law.
  • If a replacement is approved, shipping times will depend on production timelines and our standard shipping estimates.

9) Intellectual property and privacy

We will only use your personal information to process your order and handle refunds as described. See our Privacy Policy for details.

10) Changes to this policy

We may update this policy from time to time. If we make material changes, we will notify customers via email or website notification.

11) Contact information

For any questions about this policy or a potential refund, please contact:

Email: boursawcreations@gmail.com