Effective Date: 20/03/2025

At CreatiML, we want our customers to be completely satisfied with their custom products. However, we understand that there may be instances where you need to request a refund. This Refund Policy outlines the circumstances under which refunds are offered and the process for requesting one.

1. Eligibility for Refunds

• Damaged or Defective Products: If you receive a product that is damaged, defective, or incorrect, you are eligible for a full refund or replacement. Please contact us within 7 days of receiving the product, providing clear photos of the damage or defect to process your request.
• Incorrect Order: If you receive the wrong product, we will offer you a full refund or send the correct item. Please contact us within 7 days of receiving the order.
• Changed Mind/No Longer Needed: As our products are custom-made to your specifications, we do not offer refunds for change of mind or orders placed incorrectly. Please double-check your design before finalizing the order.

2. Non-Refundable Items

Certain products may not be eligible for a refund, including:

• Custom products that have been designed and printed as per your specifications.
• Digital products or services.

3. How to Request a Refund

If you believe your product is eligible for a refund, please follow these steps:

1. Contact us via email at business@creatiml.uk with your order number, a description of the issue, and supporting images (if applicable).
2. We will review your request and respond within 2 business days to resolve the matter.
3. If your refund is approved, we will process the refund or send a replacement item as per your request.

4. Refund Processing Time

Once your refund request is approved, the refund will be processed and issued to the original payment method within 7 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.

5. Shipping Costs

• Return Shipping: If the return is due to a defective or incorrect item, we will cover the cost of return shipping.
• Original Shipping Fees: Shipping fees are non-refundable except in the case of damaged or incorrect products.

6. Exchanges

If you would like to exchange an item for a different size, color, or design, please follow the same procedure as a refund request. If the exchange is approved, we will send the new product after receiving the original item. Exchange requests are subject to product availability.

7. Cancellations

Once an order is placed and production has started, it cannot be canceled. Please ensure all details are correct before placing your order.

8. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated “Effective Date.” We encourage you to review this policy periodically for any updates.

9. Contact Us

If you have any questions or concerns regarding our refund policy or need assistance with a return, please contact us at:

CreatiML
Email: business@creatiml.uk
Phone: +447446426692