Refund and Returns Policy
Overview
We want you to be completely satisfied. If for any reason, you are unhappy with your order, please let us know how we can make it right. We may choose to replace your item, send you an alternate item, or issue a full or partial refund, depending on the circumstances. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we may not be able to offer you a full refund or exchange.
To be eligible for a return or exchange, return the unused portion and let us know the reason for your return.
There are certain situations where only partial refunds are granted:
- Any item that is returned more than 30 days after delivery
- Items that are custom made may not be eligible for refund
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are eligible for a refund, it will be processed, and a credit will automatically be applied to your original method of payment, within 3 business days on our side of the transaction. It might take your bank or card processor longer to post the transaction to your account. This is outside of our control.
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 service@custom-encaustics.com
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
If you need to exchange a defective or damaged item for the same item, send us an email at service@custom-encaustics.com and send your item to: Miles Conrad Encaustics at 2131 E. Spring Street, Tucson, AZ 85719. We will cover postage on defective exchanges.
Shipping returns
To return your product, you should phone 520-820-6410 or email service@custom-encaustics.com to notify us then mail your product to: Miles Conrad Encaustics at 2131 E. Spring Street, Tucson, AZ 85719
If your return is beyond 30 days, and/or is not attributed to damaged or defective product, 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 are not responsible for losses or errors in transportation or shipping from you to us.
Need help?
Contact us at service@custom-encaustics.com for questions related to refunds and returns.
