Refund policy
REFUND & RETURN POLICY
At Mercy's Crafts, we want you to love your purchase. We carefully create and prepare each order and are committed to providing quality products and excellent customer service.
This Refund & Return Policy explains when returns, replacements, and refunds may be available for purchases made through the Mercy's Crafts online store.
RETURNS
We accept eligible returns within 30 days of the date your order is delivered.
To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging and accessories, when applicable.
Before sending an item back, please contact us at hello.mercyscrafts@gmail.com with your order number and the reason for the return. We will provide return instructions if your request is approved.
Items returned without prior approval may not be accepted.
PERSONALIZED AND CUSTOM PRODUCTS
Many Mercy's Crafts products are personalized, customized, handmade, or made specifically for each customer.
Because personalized and custom products are created specifically according to the customer's selections, they are generally not eligible for returns, refunds, or exchanges due to a change of mind, incorrect selection, or personal preference.
Customers are responsible for carefully reviewing all personalization details before completing their purchase, including names, dates, spelling, colors, sizes, designs, and any other information provided to Mercy's Crafts.
Once production or customization has begun, personalized orders generally cannot be canceled or modified.
If Mercy's Crafts makes an error in the personalization, or if a personalized product arrives damaged or defective, please contact us so we can work with you to find an appropriate solution.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as you receive it.
If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at hello.mercyscrafts@gmail.com.
Please include:
• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging, when applicable
We will review your request and, when appropriate, may offer a replacement, repair, or refund.
RETURN SHIPPING COSTS
For approved returns that are not the result of an error on our part, the customer is responsible for the cost of return shipping.
If the return is due to an item being damaged, defective, or incorrectly sent by Mercy's Crafts, we will determine the appropriate return shipping solution.
REFUNDS
Once an approved return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow additional processing time for your bank or payment provider to post the refund to your account.
Original shipping charges are generally non-refundable unless the return is due to an error on our part or otherwise required by applicable law.
EXCHANGES
Because many of our products are personalized or made to order, we generally do not offer direct exchanges for customized products.
If a product is defective, damaged, or incorrectly personalized by Mercy's Crafts, we will work with you to determine the appropriate solution.
ORDER CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible.
Because personalized and custom products may enter production shortly after an order is placed, cancellation requests cannot be guaranteed once production or customization has begun.
If your order has already shipped, this Refund & Return Policy will apply.
NON-RETURNABLE ITEMS
The following items are generally not eligible for return, refund, or exchange due to a change of mind or personal preference:
• Personalized or customized products
• Made-to-order products once production has begun
• Gift cards
• Items that have been used, damaged, altered, or modified after delivery
This does not limit any rights or remedies that may apply under applicable law.
INCORRECT SHIPPING INFORMATION
Customers are responsible for providing an accurate and complete shipping address at checkout.
If an order is returned to Mercy's Crafts because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply if the customer requests that the order be shipped again.
CONTACT US
If you have questions about returns, refunds, damaged products, defective items, personalized orders, or your purchase, please contact us:
Mercy's Crafts
Email: hello.mercyscrafts@gmail.com
Phone: (919) 830-9239
Address: 1401 East Millbrook Rd, Raleigh, NC
We are happy to help and will do our best to resolve any issue with your order.