Refund and Returns Policy

Overview

All our items are custom made to order and (i.e., custom orders or products ) are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. No exceptions will be made for custom orders or products.

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.

Refunds

If your order is damage in anyway when received you can send us pictures of the damaged item, all products are covered under insurance that can be filled if approved we will only then be able to give a refund. If there is something wrong with the order and it is out mistake then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain 5 days of delivery.

Custom Order Policy

A 'Custom Order' is defined as any product that is 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.

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

Only regular priced items may be refunded. 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 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.

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