1. Refund Eligibility

• 1.1 Refunds are only available for items that are defective, damaged during shipping, or significantly different from the product description.
• 1.2 Due to the custom and personalized nature of our products, we do not offer refunds for change of mind, incorrect details you submitted, or personal preference.
• 1.3 Digital products are also non-refundable once purchased.

2. Refund Request Timeframe

• 2.1 All refund requests must be initiated within 14 days of receiving your order.
• 2.2 Requests made after 14 days will not be considered unless there are exceptional circumstances.
• 2.3 You must contact us at sarah@cartadisera.com to initiate a refund request.

3. Refund Process

• 3.1 Contact us with your order number, photos of the defective/damaged item, and reason for the refund request.
• 3.2 We will review your request within 2-3 business days and provide instructions for returning the item if approved.
• 3.3 Items must be returned in their original condition and packaging when possible.
• 3.4 We will provide a prepaid return shipping label for approved refund requests.

4. Refund Processing

• 4.1 Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
• 4.2 Refunds will be issued to the original payment method used for the purchase.
• 4.3 Please allow 3-10 business days for the refund to appear in your account, depending on your bank or payment provider.
• 4.4 Original shipping costs are non-refundable unless the item was damaged or defective upon arrival.

5. Exchanges

• 5.1 We offer exchanges for defective or damaged items only.
• 5.2 Product option changes (e.g. paper stock changes) are not available after your approve the design review step due to the custom nature of our products.
• 5.3 Color or design exchanges are not permitted unless the item received differs significantly from what was ordered.

6. Special Circumstances

• 6.1 Lost or stolen packages: We are not responsible for packages that are marked as delivered by the carrier but not received by the customer.
• 6.2 Incorrect address: Orders shipped to incorrect addresses provided by the customer are not eligible for refunds.
• 6.3 Customs fees and international duties are the responsibility of the customer and are non-refundable.

7. Disputes and Chargebacks

• 7.1 We encourage customers to contact us directly before initiating chargebacks or payment disputes.
• 7.2 Unauthorized chargebacks may result in suspension of future ordering privileges.
• 7.3 We will work with customers in good faith to resolve any legitimate concerns about their orders.

Contact Us

If you have any questions about our refund policy or need to initiate a refund request, please email us at sarah@cartadisera.com. Please include your order number and detailed description of the issue.