Refund Policy
Refund Policy
Each keepsake created by Hugs & Stitches is individually handmade to order using your supplied clothing and fabrics. Because these items are custom-made and unique, we are unable to offer refunds or exchanges unless there is a clear fault with the finished product.
Faults or Issues
If you believe your keepsake is faulty, please contact us within 7 days of receiving your item. You will need to provide:
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A clear description of the issue, and
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Photographs showing the fault in detail.
We will review your concern carefully and work with you to resolve the issue as quickly and fairly as possible. Depending on the circumstances, this may include a repair, replacement, or partial refund.
Delivery Dates
Because every memory item is made by hand, completion times can vary depending on workload and design complexity. While we always do our best to meet customer needs, we cannot guarantee delivery by a specific date. Refunds cannot be given if an item arrives later than hoped, as no guaranteed completion or delivery times are provided.
Non-Fault Returns
As each keepsake is custom-made from your own clothing, refunds cannot be offered if you simply change your mind or are dissatisfied with the final design, provided it matches the agreed description and materials.
Gift Cards
Refunds are not issued on eGift Cards or physical gift cards. Gift cards are non-refundable and cannot be exchanged for cash. This does not affect your statutory rights.
Our Commitment
We take great pride in our craftsmanship and customer care. If something isn’t right, please contact us — we’re always happy to discuss your concerns and find a solution that ensures your keepsake is a source of comfort and pride.