Refund policy
Returns & Refund Policy – Shars Creations
Most products in this shop are pre-order and handmade items made specifically for you after the order period closes. This means we do not operate like a standard in-stock webshop. Because of this made-to-order system, different return conditions apply depending on the type of product purchased.
We also occasionally offer a small number of ready-to-ship (in-stock) items, which are handled separately as described below.
Returns Policy (General)
We offer a 14-day return policy for eligible items. This means you have 14 days after receiving your item to request a return where applicable.
However, this does not automatically apply to pre-order or made-to-order items once production has started, as these are custom-produced based on your order.
Eligibility for Returns
To be eligible for a return (for eligible items only), your item must be in the same condition that you received it: unused, unworn, with tags, and in its original packaging. You will also need proof of purchase.
How to Start a Return
To start a return, you can contact us at bysharscreations@gmail.com.
If your return is accepted, we will provide instructions on how and where to send your package. Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
Items sent back without a return request will not be accepted.
If you have any questions about returns, you can always contact us at bysharscreations@gmail.com.
Pre-orders & Made-to-Order Items
The majority of products in this shop are pre-order items that are only produced after the pre-order period closes.
Notwithstanding the above, under the EU Consumer Rights Directive (Article 16(c)), the right of withdrawal does not apply to goods that are made-to-order or clearly personalised once production has started.
Because production may start before or immediately after the pre-order window closes, cancellation is only possible before production begins. We recommend contacting us as soon as possible if you wish to cancel.
Once production has started on your order, cancellations are no longer possible.
Ready-to-Ship (In-Stock) Items
If a product is marked as in-stock / ready to ship, the standard 14-day EU return right may apply, unless the item falls under the exclusions listed below.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect.
You have 14 days after delivery to report any issues.
We will evaluate the problem and offer a solution such as a replacement or refund where appropriate.
Non-returnable Items
Certain items cannot be returned, including:
- Pre-order / made-to-order items once production has started
- Digital products (Digital products are non-refundable once accessed or downloaded. By purchasing a digital product, you acknowledge that you lose your right of withdrawal upon download).
- Sale items or gift cards
Exchanges
The fastest way to get the item you want is to return your eligible item (if applicable) and place a new order once the return is accepted.
14-Day EU Cooling-Off Period
Notwithstanding the above, if your order qualifies under EU consumer law (for example, ready-to-ship items shipped within the European Union), you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To exercise this right, email us at bysharscreations@gmail.com within 14 days of receiving your order.
Items must be unused, in original condition, and in original packaging.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, refunds will be processed within 10 business days to your original payment method. Please note that original shipping costs are non-refundable, unless the item was defective or incorrect. Your bank or payment provider may take additional time to complete the transaction.
If more than 15 business days have passed since your return was approved, please contact us at bysharscreations@gmail.com.