Refund policy
Made-to-order, custom, and personalized items are final sale once production begins. Damaged, defective, or incorrect orders will be made right.
Made-to-Order, Custom & Personalized Orders
Every Kathy’s Card-tel shadow box is made specifically for you after you order. Made-to-order, custom, and personalized items are final sale once production begins. This includes:
- Standard shadow-box designs made after the order is placed
- Personalized products
- Photo products
- Custom wording or colors
- Fully custom commissions, including custom handmade cards and other custom creations
A standard design that is not personalized is still final sale once production begins, because Kathy makes it specifically for you after you order.
Cancellations
You may request a cancellation or change before production begins. Production begins when Kathy starts making your piece. If you are not sure whether it has started, email Kathy and she will tell you. Once production has started, cancellation or changes may not be possible, because materials and labor have already been committed to your order. If you need a change, please contact Kathy as soon as you can.
Damaged, Defective or Incorrect Orders
Final sale never removes your remedy if an item arrives damaged in shipping, is defective, is not the item you ordered, or Kathy made a production or personalization error. Please contact Kathy promptly at kp2brn@aol.com and include:
- Your order number
- A description of the problem
- Clear photos of the item
- Photos of the packaging, if the damage happened in shipping (please keep all packaging until the issue is resolved)
Kathy will review the issue and, as appropriate, offer a repair, remake, replacement, or refund.
Ready-Made Items
Kathy’s Card-tel shadow boxes are made to order. If a product is ever offered as finished, ready-to-ship inventory and is marked that way on its product page, it is eligible for a change-of-mind return. For those items:
- Request the return within 14 days of delivery
- The item must be unused and in its original condition
- You pay ordinary return shipping, unless the item was damaged, defective, or incorrect
Because shadow boxes have glass fronts, please contact Kathy first so she can approve the return, and pack the item securely.
Shipping Charges
Original shipping charges are generally non-refundable unless Kathy made an error or the item arrived damaged or defective.
Refunds
Approved refunds are issued to the original payment method.
Handmade variations
Small differences in color, placement, texture, or assembly are normal in handmade work and are not considered defects.
Contact
Email Kathy at kp2brn@aol.com.