Returns/Exchanges
We strive for 100% customer satisfaction on every order. If there is a problem with an order, please contact us within three days of receipt of the item.
We are not able to provide refunds on custom orders. If the piece features an error on our part (misspelling, wrong date or number, etc.), we will fix it immediately as well as refund the return shipping fees. We are not able to provide refunds if the mistake was not ours.
Non-personalized items may be refunded or exchanged within 14 days of purchase, and only if still in original condition and packaging. The buyer assumes all shipping charges.
Please pack products in a well-padded envelope or package and ship via UPS, USPS, or FedEx. Shipping insurance is not required but it is recommended. All shipping, tracking and insurance charges for returns and exchanges are the customer's responsibility and cannot be refunded unless the return or exchange was due to a mistake on our part.
The supplier is not responsible for loss or damages incurred from the shipping of returned products. Claims must be completed by appropriate parties.
Refused Orders: We do not accept returns on custom products. Refused shipments will not be credited.
Repairs: Hattie Rex products are designed and handcrafted to be durable and last for years to come. If a product is defective, please notify us immediately so we may repair it.
If a product breaks, we will repair it up to one year from purchase. If the product is lost, we are unable to replace it. Repairs requested more than one year from the date of purchase will be charged for actual materials and labor.
Nature of Handmade Products: All of our products are handmade and every letter and number is stamped individually. Due to the nature of our production method, each product may vary slightly.
