We understand that sometimes you may order the wrong item or decide that you no longer need a product. Please review our return policy below before requesting a return.
Before Starting a Return
Did your order arrive damaged, or did you receive a missing or incorrect item?
Please do not submit a standard return request.
Damaged packages or materials, missing items, and incorrect items are handled separately through our Report an Order Issue process.
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Damaged packages or materials: Must be reported within 2 business days of delivery
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Missing or incorrect items: Must be reported within 7 business days of delivery
→ REPORT AN ORDER ISSUE
Standard Returns
Items that were ordered in error or are no longer needed may be eligible for return.
Approved returns are subject to a 20% restocking fee.
Before sending any merchandise back to H & H Creations, please contact us for return authorization and instructions.
Please do not send merchandise back without prior authorization.
Return Shipping Costs
Customers are responsible for:
- The original outbound shipping cost
- Return shipping costs back to H & H Creations
- Any applicable 20% restocking fee
Orders That Qualified for Free Shipping
Free shipping does not mean that H & H Creations did not incur a cost to ship your order.
If your original order qualified for free shipping and you choose to return merchandise because it was ordered incorrectly or is no longer needed, the actual original outbound shipping cost will be deducted from your refund, in addition to the applicable restocking fee.
Condition of Returned Items
To be eligible for a refund, returned products must be received by H & H Creations in their original, unused and resalable condition.
Materials should be packaged carefully to prevent damage during return shipping.
Products that have been used, cut, engraved, printed, painted, altered, damaged, or otherwise modified after delivery may not be eligible for return or refund.
H & H Creations reserves the right to inspect returned merchandise before issuing a refund.
Return Packaging
Customers are responsible for properly packaging merchandise for the return shipment.
We strongly recommend using adequate protective packaging and a shipping service that provides tracking.
H & H Creations is not responsible for return shipments that are lost or damaged while being transported back to us.
If returned merchandise arrives damaged due to insufficient packaging, the item may not be eligible for a refund.
Refunds
Once your authorized return has been received and inspected, we will determine whether it meets the requirements of our return policy.
For approved returns, your refund will be calculated based on the eligible merchandise being returned, less:
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The 20% restocking fee
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The original outbound shipping cost, including orders that originally qualified for free shipping
- Any other applicable non-refundable charges
Return shipping costs paid by the customer are not refundable.
Approved refunds will be issued to the original payment method.
Please allow additional time for your bank or credit card company to process and post the refund after it has been issued.
Exchanges
If you ordered the wrong size, material, thickness, color, design, or other product, please contact us before returning the original item.
Because product availability and pricing can change, H & H Creations may process an exchange as a return of the original merchandise and a new order for the replacement merchandise.
Standard return requirements, shipping costs, and applicable restocking fees will apply to merchandise ordered incorrectly.
Non-Returnable Items
Certain products may not be eligible for return, including:
- Custom or personalized products
- DecoCraft or any Custom-printed materials
- Products made specifically for your order
- Clearance or final-sale merchandise when identified as final sale
- Used or altered materials
- Materials that have been cut, engraved, printed, painted, or otherwise modified by the customer
Any additional return restrictions shown on an individual product listing will also apply.
Natural Material Variations
Many of the products sold by H & H Creations are materials used for laser cutting, crafting, printing, and other forms of fabrication.
Natural wood products may have variations in grain, color, knots, patches, internal glue areas, and other characteristics associated with the manufacturing and composition of the material.
These characteristics are not necessarily considered product defects.
If you believe you have received material with a manufacturing or quality issue, please contact us before using or discarding the material so we can help determine the cause of the issue.
Please visit our Material & Cutting Help page for additional information.
Damaged During Shipping
Shipping damage is not considered a standard return.
If your package or material arrives damaged, please retain:
- The damaged merchandise
- The shipping box
- All packaging materials
- The shipping label
You will also need photographs of the package and damaged material.
Shipping damage must be reported through our Report an Order Issue form within 2 business days of delivery.
Waiting to report shipping damage may make it more difficult for us to document and pursue a carrier claim.
→ REPORT AN ORDER ISSUE
Missing or Incorrect Items
If an item is missing from your shipment or you received something different from what you ordered, please submit a Report an Order Issue form within 7 business days of delivery.
Please do not return an incorrect item unless H & H Creations provides return instructions.
Reports received after the 7-business-day reporting period are more difficult for us to research because of the time that has passed since the order was packed and delivered. Reports submitted outside the required reporting period may not be eligible for replacement or credit.
→ REPORT AN ORDER ISSUE
Order Cancellations
Returns apply to merchandise that has already been processed or delivered.
If you recently placed an order and need to cancel or change it, please review our Order Changes & Cancellations Policy.
Once an order has entered fulfillment, been produced, or shipped, it may no longer be eligible for cancellation.
How to Request a Return
To request a return:
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Contact H & H Creations before shipping anything back to us.
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Provide your order number and the item(s) you would like to return.
- Tell us the reason for the return.
- Wait for return authorization and instructions from H & H Creations.
- Carefully package and ship the approved merchandise according to the instructions provided.
Email: contact@myhhcreations.com
Please include your order number in your message so we can locate your order quickly.
Questions?
If you are unsure whether your order qualifies for a return, please contact us before shipping anything back.
We're happy to review your order and help determine the appropriate next step.
