Refund Policy

1. General Policy
Due to the custom and made-to-order nature of our business, Umicrochet enforces a strict refund policy. We do not hold inventory; every item is created specifically for you. Please read this policy before completing your payment.

2. Cancellation Window (The “12-Hour Rule”)

• Within 12 Hours of Payment: If you wish to cancel your order, you must contact us immediately. If no expenses have been incurred, we will issue a full refund.
• After 12 Hours of Payment: We do not accept cancellations or refunds. After 12 hours, our factory begins purchasing raw materials and scheduling artisans. These costs are actual, immediate, and non-recoverable.

3. Sample Orders
Developing a sample involves significant labor and material costs.

• Satisfaction: If you are not satisfied with the finished sample based on the photos we send:
  • We do not refund the sample fee.
  • You may choose to pay for a second sample (Re-sampling Fee).
  • You may choose to modify the design during the bulk production stage.
• After Shipping: Once a sample is shipped or received, no returns or refunds are accepted for any reason related to aesthetics or design preference.

4. Wholesale and Bulk Orders

• Final Sale: All wholesale and bulk customization orders are Final Sale.
• Variations: As stated in our Terms of Service, slight differences between individual items in a bulk batch are normal signs of handmade craftsmanship. We do not accept returns or refunds based on these individual variations.
• Quality Check: We strongly recommend ordering a sample before placing a large wholesale order to ensure the quality meets your standards.

5. Non-Returnable Items
The following items are strictly non-returnable:

• Customized products based on user-provided images/AI.
• Samples that have been approved via photo.
• Used or altered items.

6. Defective or Damaged Items
While we do not refund for design preferences/handmade variations, we stand by our structural quality. If you receive an item that is materially damaged (e.g., torn, unraveled, or significantly distinct from the approved design due to factory error), please contact us within 3 business days of receipt with photos. We will review these claims on a case-by-case basis for potential repair or replacement.

Contact Us
If you have questions regarding this policy, please contact our support team prior to placing your order.