Returns, Cancellations & EU Consumer Withdrawal Policy

EU Consumer Withdrawal Rights, Custom Orders, Digital Downloads & Return Shipping Terms

EU Returns, Cancellations & Made-to-Order Policy

This policy applies to orders shipped to customers in the European Union where EU consumer withdrawal rules apply. Nothing in this policy limits any mandatory legal rights a customer may have for defective, damaged, incorrect, or non-conforming goods.

14-Day Cooling-Off Period for Eligible Items

For eligible, non-custom items, EU consumer law may provide a 14-day cooling-off period beginning on the day the customer, or a person appointed by the customer, receives the goods.

To exercise this right, the customer must notify us in writing within 14 days of delivery. The customer may notify us by email or by any clear written statement confirming the decision to withdraw from the purchase.

The customer is responsible for the cost of return shipping. Return postage, packaging, insurance, customs fees, duties, taxes, brokerage fees, and carrier handling charges for the return shipment are the responsibility of the customer. We do not provide prepaid return labels for eligible cooling-off returns unless required by law.

The customer must return the eligible goods within 14 days after notifying us of the decision to withdraw. The customer is responsible for return shipping costs and remains responsible for the goods until they are received by us. We strongly recommend using a tracked and insured shipping method. If a return is lost, delayed, damaged, or assessed additional carrier/customs fees in transit, those costs and risks remain the customer’s responsibility, except where prohibited by law.

Return Shipping Costs Are the Customer’s Responsibility

For eligible non-defective returns under the EU cooling-off period, the customer is responsible for all return shipping costs.

The customer is responsible for postage, packaging, tracking, insurance, customs forms, import/export fees, duties, taxes, brokerage fees, carrier handling fees, and any other costs associated with returning the goods.

Returns sent postage-due, freight-collect, COD, or with unpaid customs, duties, brokerage, or carrier charges may be refused or the charges may be deducted from any refund, to the extent permitted by law.

The customer is responsible for return shipping costs even if the original order qualified for free shipping or reduced shipping.

Non-Returnable Custom, Made-to-Order, Printed-on-Demand, and Personalized Items

The 14-day cooling-off period does not apply to goods made to order, made to the customer’s specifications, custom cut, custom printed, clearly personalized, or otherwise produced specifically for the customer’s order.

Because the following items are custom, made-to-order, custom cut, printed on demand, or produced specifically for the customer’s order requirements, they are not eligible for return, cancellation, exchange, or refund once the order has been placed, except where required by law for defective, incorrect, damaged, or non-conforming goods.

Non-returnable items include, but are not limited to:

• All custom-made vestments and church goods, including but not limited to altar hangings, banners, chasubles, stoles, funeral palls, urn palls, burses, chalice veils, and any item made to order.

• All fabrics and trims. Fabrics and trims are custom ordered and/or custom cut for the customer’s requirements and are not eligible for return.

• All sewing patterns. Sewing patterns are custom printed on demand per order and are not eligible for return.

• All books. Books are printed on demand as a custom order and are not eligible for return.

• All artwork prints. Artwork prints are custom printed to order and are not eligible for return.

• All jewelry. Jewelry is custom made per order request and is not eligible for return.

• All mugs. Mugs are custom made per order request and are not eligible for return.

• Any item described on the product page, quote, invoice, or order confirmation as custom, made to order, printed on demand, custom cut, personalized, special order, or final sale.

By placing an order for any custom, made-to-order, custom cut, printed-on-demand, personalized, or special-order item, the customer acknowledges that the item is being produced specifically for the order and is not eligible for return or cancellation, except where required by law.

Condition of Eligible Returned Goods

Eligible returned goods must be returned unused, clean, complete, undamaged, and in their original condition and packaging.

The customer may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods. We may deduct any loss in value from the refund where permitted by law.

Goods that show signs of use, wear, damage, odor, alteration, installation, washing, cutting, marking, missing parts, or incomplete packaging may be rejected or refunded at a reduced amount, to the extent permitted by law.

Refunds for Eligible Returns

For eligible cooling-off returns, once we receive the goods back or receive evidence that the goods have been shipped back, whichever is required by applicable law, we will process any refund due.

Refunds will be made using the original payment method unless otherwise agreed.

Where required by law, we will refund the product price and the least expensive standard outbound delivery cost offered for the order. Expedited shipping, upgraded shipping, special handling, international surcharges, duties, taxes, customs fees, brokerage fees, carrier handling fees, and any other import/export charges are not refundable unless required by law.

The customer is responsible for return shipping costs. Return shipping costs are not refunded.

Refused, Unclaimed, or Undeliverable Packages

Refusing delivery, failing to collect a package, or providing an incomplete or incorrect delivery address does not cancel an order and does not create a return right for non-returnable items.

If a package is refused, unclaimed, abandoned, or returned as undeliverable, the customer remains responsible for original shipping charges, return shipping charges, customs fees, duties, taxes, brokerage fees, carrier handling fees, and any reshipment costs, except where prohibited by law.

Custom, made-to-order, custom cut, printed-on-demand, personalized, and special-order items remain non-returnable even if delivery is refused or the package is returned to us.

Defective, Damaged, Incorrect, or Non-Conforming Goods

This policy does not limit the customer’s mandatory legal rights if goods are defective, damaged, incorrect, or do not conform to the order.

If an item arrives damaged, incorrect, defective, or non-conforming, the customer must contact us promptly with the order number, a description of the issue, and clear photos of the item, packaging, shipping label, and any visible damage.

We will review the issue and provide instructions. Do not return goods without contacting us first.

How to Request an Eligible Return

To request an eligible return, contact us in writing within 14 days of delivery and include:

• Order number

• Customer name and email address

• Item requested for return

• Date of delivery

• A clear statement that the customer wishes to withdraw from the eligible purchase

We will provide return instructions. The customer is responsible for return shipping costs. The customer must ship the eligible goods back within 14 days after notifying us of the withdrawal.

Returns sent without prior notice or without sufficient order information may be delayed or refused.

Important Notice Before Purchase

Many of our products are custom made, made to order, custom cut, printed on demand, personalized, or produced specifically for each customer’s order. These items are not eligible for return, cancellation, exchange, or refund once the order is placed, except where required by law.

For eligible non-custom returns, the customer is responsible for return shipping costs.

Original Shipping, Return Shipping, Customs Fees, Duties, Taxes, and Restocking Fees

For eligible EU cooling-off returns, we will refund the eligible product price and, where required by law, the least expensive standard outbound delivery cost offered for the order.

We do not refund upgraded shipping, express shipping, rush shipping, special handling, or any shipping amount above the least expensive standard delivery option offered at the time of purchase.

If the order qualified for free shipping, there is no original shipping charge to refund.

For partial returns, original outbound shipping will not be refunded unless required by law.

The customer is responsible for all return shipping costs for eligible non-defective returns. This includes return postage, packaging, tracking, insurance, customs paperwork, export declarations, customs handling fees, brokerage fees, duties, taxes, carrier fees, and any other charges related to returning the goods.

Customs duties, import VAT, taxes, brokerage fees, carrier handling fees, and customs clearance fees paid directly to a courier, postal operator, customs authority, or government agency are not collected by us and are not refunded by us. The customer is responsible for contacting the courier, postal operator, or customs authority to determine whether any refund of those charges may be available.

If any duties, taxes, customs charges, brokerage fees, carrier fees, storage fees, or clearance fees are charged to us because of the return shipment, those amounts may be deducted from any refund due, to the extent permitted by law. Returns sent postage-due, freight-collect, COD, DDU, or with unpaid customs or carrier charges may be refused.

To reduce the risk of U.S. import charges on a return, the return shipment must be clearly marked as a customer return to the original U.S. seller. The commercial invoice should state: “Returned Goods – Customer Return to Original U.S. Seller – No Sale – HTSUS 9801.00.10 / U.S. Goods Returned.” The return paperwork must include the original order number, original invoice number, accurate product description, country of origin, and the original purchase value for customs purposes. The customer must not mark the return as a gift, sample, new sale, or $0 value shipment.

We strongly recommend that customers request return instructions before shipping any return. Returns sent without authorization, without accurate customs paperwork, or without sufficient identifying information may be refused or delayed. The customer remains responsible for the return shipment and all related costs until the goods are received by us.

For valid EU cooling-off returns, we do not charge a flat restocking fee. However, where permitted by law, we may reduce the refund for any loss in value caused by handling beyond what is necessary to inspect the goods. This includes, but is not limited to, goods that are used, worn, altered, washed, cut, marked, damaged, incomplete, missing packaging, missing components, or otherwise returned in a condition that reduces their value.

This policy does not limit any mandatory legal rights for defective, damaged, incorrect, or non-conforming goods.

Diminished Value of Eligible Returned Goods

For eligible EU cooling-off returns, the customer may inspect the goods only in the same manner that would normally be allowed in a physical retail shop.

The customer is responsible for any diminished value caused by handling, use, damage, alteration, or inspection beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We do not charge a flat restocking fee for valid EU cooling-off returns. However, where permitted by law, we may reduce the refund to account for the actual diminished value of returned goods.

Diminished value may include, but is not limited to:

• Goods that have been used, worn, washed, installed, altered, cut, marked, scented, soiled, damaged, or otherwise changed.

• Goods returned with missing parts, missing packaging, damaged packaging, missing tags, missing labels, missing instructions, or incomplete components.

• Goods that require cleaning, repair, repackaging, pressing, inspection, or restoration before resale.

• Goods that can no longer be sold as new and must be discounted, sold as second quality, or disposed of.

• Goods damaged because they were packaged improperly for the return shipment.

Any deduction will be based on the condition of the returned goods and the loss in value caused by the customer’s handling or return of the goods.

This diminished value policy applies only to eligible returnable items. Custom, made-to-order, custom-cut, printed-on-demand, personalized, and special-order items remain non-returnable except where required by law.

I understand that, for any eligible EU cooling-off return, I am responsible for return shipping costs and may be responsible for any diminished value if the item is used, damaged, altered, incomplete, or handled beyond what is necessary to inspect it.

Digital Embroidery Designs, Digital Patterns, and Immediate Downloads

Digital embroidery designs, digital patterns, downloadable files, PDFs, machine embroidery files, stitch files, artwork files, and any other digital products are delivered electronically and are not supplied on a physical medium.

Because digital products are made available for immediate download or access after purchase, they are not eligible for cancellation, return, exchange, or refund once access to the file has begun, except where required by law for defective, incorrect, or non-conforming digital content.

By purchasing a digital product, the customer expressly consents to immediate access and delivery of the digital content before the end of any applicable 14-day withdrawal period. The customer acknowledges that once the digital content is made available, accessed, downloaded, opened, or delivered, the customer loses the right to withdraw from the purchase.

Digital products cannot be returned because they cannot be physically shipped back and may be copied, saved, downloaded, or used immediately after delivery. No return shipping applies to digital products because no physical return is possible.

If the customer experiences a technical problem accessing a digital file, the customer must contact us promptly so we can assist with delivery, access, or replacement of the file where appropriate.

Digital products are licensed for the customer’s personal or authorized use only. Digital files may not be shared, resold, transferred, copied for resale, uploaded to another website, distributed, or used in any way not allowed by the product license or applicable copyright law.

This digital product policy does not limit any mandatory legal rights the customer may have for defective, incorrect, or non-conforming digital content.

I expressly consent to immediate access and delivery of digital content before the end of any applicable 14-day withdrawal period. I understand that once the digital content is made available, accessed, downloaded, opened, or delivered, I lose the right to withdraw from the purchase, except where required by law for defective, incorrect, or non-conforming digital content.

Partial Returns and Original Shipping Charges

If a customer returns only part of an eligible order, the refund will apply only to the eligible item or items returned.

Original outbound shipping charges will not be refunded for partial returns unless required by law. This is because the original shipping service was still used to deliver the items the customer keeps.

If a shipping charge, oversized-item surcharge, handling charge, or delivery surcharge was separately and specifically charged for the returned eligible item, we will review whether that identifiable portion must be refunded under applicable law.

If the customer returns the entire eligible order under a valid EU cooling-off withdrawal, we will refund the eligible product price and, where required by law, the least expensive standard outbound delivery cost offered at the time of purchase. We do not refund expedited shipping, upgraded shipping, rush shipping, special handling, customs fees, duties, taxes, brokerage fees, or carrier fees unless required by law.

If an order qualified for free shipping, there is no original outbound shipping charge to refund.

The customer remains responsible for all return shipping costs for eligible non-defective returns, including return postage, packaging, tracking, insurance, customs paperwork, duties, taxes, brokerage fees, carrier fees, and any other costs related to returning the goods, except where prohibited by law.

This section applies only to eligible returnable items. Custom, made-to-order, custom-cut, printed-on-demand, personalized, special-order, and digital-access items remain non-returnable except where required by law.