Refund policy
Refund & Return Policy
Each item is carefully crafted and made to order with attention to detail.
Returns & Exchanges
Due to the handmade and often personalized nature of our products, we do not accept returns or exchanges on custom or personalized items.
However, if there is an issue with your order, please contact us within 3 days of delivery so we can work toward a solution.
Damaged or Incorrect Items
If your item arrives damaged or you receive the wrong item, please contact us within 3 days of delivery and include:
- Your order number
- Photos of the item and packaging
- A brief description of the issue
We will gladly review the situation and work to resolve it as quickly as possible.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Personalized or custom-made items
- DIY kits that have been opened or used
- Items damaged due to improper handling after delivery
Order Cancellations
Orders may be canceled within 24 hours of purchase. After this timeframe, production may already be in progress and cancellation requests may not be possible.
Refunds
Approved refunds will be issued to the original payment method. Please allow several business days for your financial institution to process and post the refund.
Handmade Product Disclaimer
Each item is handcrafted using natural materials such as wood and acrylic. Variations in wood grain, stain, paint, engraving, and overall appearance are a normal part of the handmade process and make every piece unique.
Shipping Costs
Shipping costs are non-refundable unless the return or refund is due to an error on our part.
Questions
If you have any questions regarding your order, please reach out to hilltophomedesignsllc@gmail.com.