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Return and Exchange Policy

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At EllenbyVSD, we take great pride in the craftsmanship and quality of our handmade products. Each item in the Crete Collection is meticulously crafted at the time of purchase to ensure the highest standards of artisanal excellence. As a result, we cannot accept returns, but we do offer exchanges under specific conditions.

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Exchanges:

• If you receive an item that is defective or damaged, you may request an exchange for the same item.

• To be eligible for an exchange, you must contact us within 7 days of receiving your order.

• Items must be in their original condition and packaging to qualify for an exchange.

 

Non-Returnable Items:

• Custom-made products created at the time of purchase.

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.

 

Refund Policy

 

Refunds are only provided under the following condition:

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Damaged During Shipping:

• If your item was damaged during shipping, please contact us within 7 days of receiving your order to request a refund. You will be required to provide photographic evidence of the damage. Refunds will only be processed if the damage claim is made within the 7-day period.

 

Please Note:

• Refunds will be processed to the original payment method within 7-10 business days after approval.

• Shipping costs are non-refundable.

 

Damage During Shipping

 

We carefully inspect and package each product to ensure it arrives in perfect condition. However, if your item arrives damaged, please follow these steps:

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1. Take clear photos of the damaged item and packaging.

2. Contact our customer service team within 7 days of receiving the item, providing the photos and a description of the damage.

3. Our team will assess the damage and process a refund or exchange if the claim is approved.

 

Chargeback and Dispute Policy

 

We strive to provide the best customer experience and transparency in all our transactions. Unlawful chargebacks undermine our commitment to quality and fairness. Please be aware of the following:

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• Any attempts to create unlawful chargebacks will be thoroughly investigated.

• We maintain comprehensive records and documentation of all transactions and communications.

• Customers initiating fraudulent chargebacks will be reported to the appropriate authorities and may face legal consequences.

 

Dispute Resolution:

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• We encourage customers to contact us directly with any concerns or disputes.

• Our customer service team is dedicated to resolving issues promptly and fairly.

• We are committed to ensuring your satisfaction with our products and will work diligently to address any problems.

 

Contact Us

 

For any questions or concerns regarding our return, refund, and dispute policy, please contact our customer service team at info@ellenbyvsd.com.

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By placing an order with EllenbyVSD, you agree to this policy. We appreciate your understanding and support of our handmade, artisanal products. Your satisfaction and trust are our top priorities.

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