Refund policy
We have a 3-day return/refund/report policy
In the event of receiving a damaged item (damaged before being packaged and not via the delivery service or the client), a custom product received with spelling errors/ the incorrect information/ the wrong item. You have 3 days after receiving your package to request an investigation into the problem.
To be eligible for a return/refund/compensation, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Personalized items:
If you ordered a personalized or custom item and there is a small error (incorrect spelling) you will be provided compensation on your order once this error is proven and has been assessed by our team, if chosen not to have your product rectified.
To start a return, you can contact us at thepoisonivycreations@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at thepoisonivycreations@gmail.com.
Damages and issues
Please inspect your order upon receipt - If your item arrived damaged (damaged by our team, not damaged from the courier service), if you receive the wrong item, or if there are spelling errors to your customized item. Please contact The Poison Ivy Creations so that we can evaluate the issue and make it right.
Vinyl damages: if any damages to your vinyl product occurs, we as the poison ivy cannot be held liable unless we have experience of an issue with the specific product, or you can prove that the problem was caused by our team. Please follow the direct care instructions provided (7-day inspection period once product has been received).
If you receive an item damaged/broken via the courier company:
Once your parcel is out of my hands, (I) The Poison Ivy will not be responsible should the goods be damaged or lost by the courier. It's each client's own risk for parcels to be sent via courier services.
I do offer a courier service (postnet) that includes insurance over your parcel - if you have chosen that option you can claim for a refund through the courier company (postnet) incase of loss or breakage to your parcel.
Custom Products:
In the event of errors:
You have to prove the error has been made in production and that I The Poison Ivy Creations) have made the error.
If you make any typing errors - we will not be liable and change any products once created unless notified immediately once order is placed. - Ensure that we have been updated regarding your error.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancelations:
Please note if your order is canceled within the first 3 hours of placing your order, your order will be refunded fully if we have not begun manufacturing/shipped your order - If your order has already gone into manufacturing, we will take 30% as a cancelation fee, once shipped you cannot cancel your order. If your order is canceled within 24 Hours, we take 35% as a cancelation fee. After 24 hours of placing your order, you are no longer eligible for a refund if you cancel your order before being sent out for delivery, taking into consideration all relevant factors.
In term of any customized or specialized product(s) the full amount is payable for the cancelation fee.
If the mentioned above factors are not reported within the correct time frame, I as The Poison Ivy Creations will not be able to assist you with a solution to the problem at hand.