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Refund Policy

Refund & Return Policy

Last Updated: 11/6/25

Thank you for shopping with Off the Trace Crafts & Designs! Each item we create is handmade with care and attention to detail. Because our products are often custom-made or created to order, our refund and return policy is designed to reflect the nature of handcrafted goods.

1. Handmade and Custom Orders

Most of our products are handmade and/or custom-created based on your order details.
As such, all sales are final once production has begun.

We do not accept returns, exchanges, or cancellations on:

  • Custom or personalized items

  • Made-to-order products

  • Sale or clearance items

  • Digital downloads

However, we want you to be completely happy with your purchase. If there’s a problem with your order, please contact us — we’ll always do our best to make it right.

2. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 3-5 days of delivery.
To help us resolve the issue quickly:

  1. Email us at offthetrace@gmail.com with your order number and a description of the issue.

  2. Attach clear photos of the damaged or defective item and packaging if possible.

Once verified, we will:

  • Offer a replacement (if possible), or

  • Issue a refund for the item’s purchase price (excluding shipping).

3. Shipping and Delivery Issues

We are not responsible for delays, lost packages, or delivery errors caused by the shipping carrier or incorrect addresses provided by the customer.
If your package is marked “delivered” but you haven’t received it, please contact your local post office or carrier first.

We’ll do our best to assist, but shipping-related issues are often outside our control once a package leaves our hands.

4. Color and Product Variations

Because each item is handmade, slight variations in color, texture, or size are part of the natural crafting process and not considered defects.
These differences make every piece unique and are a hallmark of handcrafted quality.

5. Refunds (If Approved)

If a refund is approved for a damaged or defective item:

  • It will be issued to your original payment method within 1-7 business days.

  • Shipping charges are non-refundable.

We’ll email you once your refund has been processed.

6. Contact Us

If you have questions about your order or our refund policy, please contact us:

Off the Trace Crafts & Designs, LLC
Email: offthetrace@gmail.com
 

We appreciate your support of handmade, small-batch craftsmanship and thank you for understanding our policy.

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