Refund policy

Overview

 All items are custom Orders and are non-refundable and cannot be exchanged for other items as they are made to order. No exceptions will be made.

Additional non-returnable items:

• Gift cards
• Downloadable software products (Vector/Svg) 

Partial refund: Partial refund will be 50% off cost of product. 

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Custom Order Policy

A 'Custom Order' is defined as any product that is made-to-order (all our items are made to order), or any product that was not in-stock and readily available to ship at the time of purchase.

Custom orders are deemed Final Sale and are not able to be returned or refunded.

Full payment is required for orders. Once production has commenced all costs of production have been incurred therefore a cancellation is no longer possible, and the custom order cannot be refunded. The custom order lead time is estimated at 2-5 days. This does not include weekends or holidays.

Production and delivery lead times are estimates and subject to change. In the unlikely case of a custom order exceeding 10 days from the date of the payment, the customer has the right to cancel the custom order for a full refund or the deposit. 

Once a custom order has been submitted there are no guarantees that they are able to be modified. Charges may apply to approve any production modifications.

The Bates Custom Creations LLC Guarantee applies to custom orders only to the extent of defects or damages. Orders are not able to be returned or refunded based on buyer’s remorse. 

PLEASE REMEMBER, MY CUSTOM TUMBLERS ARE HANDMADE WITH LOVE AND INVOLVE MANY STEPS TO MAKE! AS WITH ALL HAND-CRAFTED ITEMS, SLIGHT IMPERFECTIONS EXIST. THERE MAY BE SMALL IMPERFECTIONS ON YOUR TUMBLER (SLIGHT COLOR VARIATION, SEAM LINE). THESE SLIGHT VARIATIONS DO NOT DETRACT FROM THE BEAUTY AND/OR FUNCTIONALITY, HOWEVER, THEY DO ADD CHARACTER AND CHARM THAT CANNOT BE DUPLICATED WITH ITEMS THAT HAVE BEEN MASS-PRODUCED.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at batescustomcreations@gmail.com.

Sale items

Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at batescustomcreations@gmail.com and send your item to: 1740 Hazelhurst Dr Jacksonville, FL 32216.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 1740 Hazelhurst Dr Jacksonville, FL 32216

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at wanda@batescustomcreations.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at wanda@batescustomcreations.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at wanda@batescustomcreations.com.

exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at batescustomcreations@gmail.com for questions related to refunds and returns.