Refund policy

Refund & Return Policy

Last Updated: September 28, 2026

Thank you for supporting our small business! Because our products are handmade and, in many cases, made specifically for each order, all sales are final.

By placing an order with our shop, you acknowledge and agree to the following Refund & Return Policy.

ALL SALES ARE FINAL

We do not accept returns, exchanges, cancellations, or refunds for change of mind, accidental purchases, incorrect selections, or dissatisfaction with a product after it has been received.

This includes, but is not limited to:

  • Change of mind
  • Ordering the wrong color or scent
  • Ordering the wrong quantity
  • Deciding you no longer want an item
  • Selecting the wrong product
  • Accidental orders
  • Disliking the scent or color selected
  • Differences in personal scent preferences
  • Minor variations in handmade products
  • Products that have been opened, used, or altered
  • Failure to read the product description before purchasing

Because many of our products are handmade and made to order, we are unable to accept returned products and resell them.

HANDMADE VARIATIONS

Our products are handmade, which means slight variations may occur from one item to another.

Differences in:

  • Color
  • Texture
  • Shape
  • Size
  • Scent strength
  • Appearance

may naturally occur and are not considered defects.

Colors may also appear slightly different depending on lighting, photography, and the screen or device used to view product photos.

PUTTY TEXTURE & CLIMATE

Putty is a handmade product that can naturally react to temperature, humidity, and environmental conditions.

Depending on your climate and storage conditions, putty may become softer, firmer, stickier, or more stringy than expected.

This is a normal characteristic of the product and is not automatically considered a defect or reason for a refund or return.

Customers are responsible for following any care or storage instructions provided with their order.

If you have questions about how to care for or adjust your putty, please contact us before disposing of the product.

DAMAGED ORDERS

We carefully package orders before shipment. However, once a package leaves our hands, it is handled by the shipping carrier.

If your order arrives visibly damaged, please contact us as soon as possible with:

  1. Your order number
  2. Photos of the damaged packaging
  3. Photos of the damaged product
  4. A brief description of what happened

Please keep the original packaging until the issue has been reviewed.

While we do not offer refunds or accept returns, we may provide a replacement or other resolution when an item is determined to have been damaged before or during shipment.

Any resolution is handled on a case-by-case basis.

INCORRECT OR MISSING ITEMS

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as possible.

Please include your order number and photos of the items you received.

If we determine that an error was made while fulfilling your order, we will work with you to correct the issue, which may include sending the correct item.

DEFECTIVE PRODUCTS

We stand behind the quality of our handmade products.

If you believe your item has a genuine manufacturing defect, please contact us promptly after receiving your order.

Please provide:

  • Your order number
  • Photos or video showing the issue
  • A description of the problem

We will review the situation and determine whether a replacement or another appropriate resolution is available.

Normal handmade variations, improper storage, misuse, or changes caused by temperature or humidity do not automatically qualify as defects.

LOST OR UNDELIVERED PACKAGES

Once an order has been shipped, customers are responsible for monitoring the tracking information and ensuring that the shipping address provided at checkout is correct.

If tracking shows that a package has been delivered but you cannot locate it, please first check with household members, neighbors, your mailbox, and the delivery carrier.

If a package is returned to us because the address provided by the customer was incorrect or incomplete, the customer may be responsible for additional shipping costs if they would like the package reshipped.

If we are unable to fulfill or ship an order as promised, any refund or cancellation required by applicable law will be provided.

INCORRECT SHIPPING ADDRESS

Please carefully verify your shipping address before submitting your order.

We are not responsible for orders shipped to an incorrect address provided by the customer.

If an order has not yet shipped, contact us immediately. We will do our best to correct the address before shipment, but an address change cannot be guaranteed.

If an order has already shipped, the address cannot be changed by our shop.

SHIPPING DELAYS

Shipping times are estimates and may be affected by the carrier, weather, holidays, or other circumstances outside of our control.

A carrier delay does not automatically qualify an order for a refund.

If there is a significant issue with the shipment, please contact us so we can help determine the appropriate next step.

CANCELLATIONS

Because many items are handmade or made to order, orders may begin processing shortly after purchase.

Cancellation requests are not guaranteed and may only be considered if the order has not yet entered production or fulfillment.

Once an order has been made, packed, or shipped, it cannot be canceled.

REFUNDS

Except where required by applicable law or in circumstances specifically addressed in this policy, we do not issue refunds.

We do not offer partial refunds for:

  • Minor imperfections
  • Handmade variations
  • Scent preferences
  • Color preferences
  • Changes of mind
  • Shipping delays
  • Incorrect customer selections
  • Incorrect addresses provided by the customer
  • Items that have been used or altered

If a refund is required by applicable law or if we determine that a refund is appropriate for a specific order issue, it will be handled according to the applicable circumstances.

STORE CREDIT

Store credit is not automatically provided in place of a refund.

If we voluntarily offer store credit as a resolution to a specific situation, the amount and terms of that credit will be communicated directly to the customer.

CUSTOMER RESPONSIBILITY

By purchasing from our shop, you acknowledge that you have:

  • Read the product description
  • Reviewed your selections before checkout
  • Confirmed your shipping address
  • Read and understood this Refund & Return Policy
  • Understood that handmade products may have slight variations
  • Understood that putty may react differently depending on climate and storage conditions
  • Understood that all sales are final except where otherwise required by applicable law or specifically stated in this policy

CONTACT US

If you experience a problem with your order, please contact us as soon as possible with your order number and any relevant photos or information.

We genuinely want our customers to have a positive experience and will do our best to address legitimate order issues fairly and reasonably.

Thank you for supporting our small business and for understanding that every handmade order takes time, materials, and care to create.