Refund policy
Effective Date: 03/08/2025
At Pbwcreations, each item is custom-made with care. As such, we only accept returns for products that arrive damaged or defective.
1. 📦 Eligibility for Returns Returns are accepted only for items that are damaged in transit or contain production defects. We do not accept returns for change-of-mind purchases, customer-uploaded artwork issues, or minor variations in colour, texture, or placement due to the handmade nature of our products. As all products are fully personalised, we are unable to offer exchanges under any circumstances.
2. 🕒 Return Window Returns are accepted up to 14 days from the date of delivery. Once a return is approved, please allow up to 5 working days for it to be processed.
3. 📸 Proof Required — Customer Responsibility Customers must report any damaged or faulty items within 24 hours of receiving their order. To do so, please email clear photos of the damaged item and packaging to pbwcreations@outlook.com. Include your order number and a brief description of the issue. Claims made after this 24-hour window may not be eligible for return or refund.
4. 🔁 Resolution Options If your claim is approved, we will offer a replacement item where possible, or a full refund to your original payment method. Please note that as all our products are personalised, we do not offer exchanges.
5. 🚚 Return Shipping Return shipping is free for faulty or damaged items only. We will provide full instructions on where to send the item once your return has been authorised. Unauthorised returns may not be accepted or refunded. No restocking fee will be charged.
6. ⚠️ Important Notes
- All returns must be authorised before sending items back
- No restocking fees apply
- No exchanges — all products are personalised and made to order
- Damaged or faulty items must be reported within 24 hours of delivery with photographic evidence