Refund policy

RETURN & REFUND POLICY

At Scorpion Rose Designs, every order is created with care, creativity, and attention to detail. Many of our products are handmade, personalized, made to order, or produced specifically for each customer. Please review this policy carefully before placing your order.

HANDMADE PRODUCTS & NATURAL VARIATIONS

Many of our products are handcrafted or individually produced. As a result, slight variations may occur in:

  • Color

  • Design or print placement

  • Wood grain

  • Fabric texture

  • Material appearance

  • Finish

  • Other handmade details

Small imperfections or variations that do not affect the product’s quality, functionality, or overall appearance are considered part of the handmade process and help make each item unique.

Product images displayed on our website may include digital mockups, staged images, or sample photographs intended to represent the finished product as accurately as possible. Actual colors and placement may vary slightly due to screen settings, printing methods, materials, production processes, and the handmade nature of certain products.

Normal handmade variations are not considered defects and do not qualify for a refund, return, or replacement.

PERSONALIZED, CUSTOM, MADE-TO-ORDER & PRINT-ON-DEMAND PRODUCTS

Except for eligible non-personalized apparel described below, all customized, personalized, handmade custom, made-to-order, and print-on-demand (POD) products are final sale.

These products are created or produced specifically for the customer and cannot generally be restocked or resold.

PROOFS & CUSTOMER APPROVAL

Many custom orders include a digital proof for review and approval before production begins.

Customers are responsible for carefully reviewing all order information and proofs, including:

  • Names

  • Spelling

  • Grammar

  • Dates

  • Colors

  • Fonts

  • Design placement

  • Uploaded photographs or artwork

  • Product selections

  • Sizes

  • Any other personalization details

If our website’s personalization system provides an approval process during ordering, that approval serves as the customer’s final confirmation.

When additional design work is required, a proof may be sent by email or another agreed-upon method before production begins.

Customers are responsible for reviewing and approving all personalization details. Scorpion Rose Designs is not responsible for customer-submitted errors that appear exactly as entered or approved.

Up to three reasonable design revisions are included when a custom proof is provided. Additional revisions may require a $5 fee per revision before further design work continues.

CHANGES & CANCELLATIONS BEFORE PRODUCTION

If you need to request a change or cancellation, contact us as soon as possible.

Changes or cancellations may be approved only if production or fulfillment has not begun. Approval is not guaranteed because some orders may enter production shortly after they are placed.

Additional design or revision fees already incurred may be non-refundable.

ONCE PRODUCTION OR FULFILLMENT BEGINS

Once a personalized, handmade custom, made-to-order, or print-on-demand product has entered production or been submitted for fulfillment, it cannot be canceled, changed, returned, or refunded.

This includes requests involving:

  • Design changes

  • Name or spelling changes

  • Color changes

  • Product or size changes

  • Personalization changes

  • Order cancellations

Shipping-address changes may not be possible after an order has been submitted for fulfillment or shipped.

Customers are responsible for confirming that their shipping address is complete and accurate before submitting an order. If you notice an address error, contact us immediately. We will try to help when possible, but we cannot guarantee that an address can be changed after an order is placed.

PRODUCTION ERRORS & DEFECTIVE PRODUCTS

If an error occurs because of our workmanship or production process, we will work with you to make it right.

Examples may include:

  • The finished product is materially different from the approved proof.

  • We made a spelling or personalization error that was not present in the information submitted or approved by the customer.

  • You received the wrong product.

  • The product has a manufacturing defect beyond normal handmade variation.

  • The product arrived damaged.

Please contact us promptly after delivery and include your order number, a description of the problem, and clear photographs showing the product and issue.

Depending on the circumstances, we may offer:

  • A replacement

  • A repair

  • A partial refund

  • A full refund

The appropriate resolution will be determined based on the nature of the issue, the product involved, and the available documentation.

Damage caused by misuse, improper care, normal wear, accidental damage after delivery, or failure to follow included care instructions does not qualify as a production defect.

ELIGIBLE NON-PERSONALIZED APPAREL

Eligible non-personalized apparel may be returned or exchanged when an incorrect size was ordered.

To qualify:

  • Contact us within seven days of delivery.

  • The apparel must be unworn, unwashed, unused, and in its original condition.

  • The item must be free from odors, stains, pet hair, makeup, deodorant marks, and other signs of use.

  • The customer is responsible for return shipping unless the error was ours.

  • Original shipping charges are non-refundable unless the return is due to our error.

Do not send a return without contacting us and receiving return instructions first.

Once the returned item has been received and inspected, we will notify you whether the return or exchange has been approved.

If an exchange is approved, product availability and additional shipping charges may apply.

Personalized apparel and apparel displaying custom names, wording, photographs, artwork, or other customer-requested changes are final sale.

NON-RETURNABLE PRODUCTS

Unless the product arrives damaged, defective, incorrect, or materially different from an approved proof, the following products are not eligible for return or exchange:

  • Personalized products

  • Customized products

  • Handmade custom products

  • Made-to-order products

  • Print-on-demand products

  • Personalized apparel

  • Digital products or downloadable design files

  • Gift cards

  • Clearance or final-sale products

  • Products damaged through use, washing, mishandling, or improper care

DIGITAL DESIGNS & DOWNLOADABLE FILES

Digital products and downloadable design files are non-returnable and non-refundable once access or delivery has been provided.

Purchasing a digital design does not transfer ownership of the original artwork, copyright, or intellectual-property rights unless a separate written licensing agreement specifically states otherwise.

DUPLICATE OR ACCIDENTAL ORDERS

If you accidentally place a duplicate order or order the wrong product, contact us immediately.

We may be able to cancel or correct the order if production or fulfillment has not begun. Once production or fulfillment begins, the applicable final-sale terms in this policy apply.

DAMAGED PACKAGES

Every order is carefully packaged before shipment.

If your package arrives visibly damaged, please contact us promptly and provide photographs of:

  • The outside of the shipping box or mailer

  • The shipping label

  • The interior packaging materials

  • The damaged product

  • Any visible damage to the package or its contents

Please retain the product and all original packaging until the issue has been reviewed.

When applicable, Scorpion Rose Designs may work with the shipping carrier or production partner to investigate the damage and submit a claim.

Do not discard damaged products or packaging until we confirm that they are no longer needed.

LOST, MISSING OR MISDELIVERED PACKAGES

If tracking shows that a package is delayed, missing, or delivered but you cannot locate it, please:

  • Confirm that the shipping address on your order is correct.

  • Check around the delivery location.

  • Ask household members or neighbors whether they accepted the package.

  • Contact the shipping carrier when appropriate.

  • Contact Scorpion Rose Designs with your order number and tracking information.

We will help investigate the shipment and, when appropriate, work with the carrier or production partner.

Replacement or refund eligibility will depend on the tracking information, carrier findings, shipping address provided with the order, available insurance, and the specific circumstances.

Scorpion Rose Designs is not responsible for packages delivered to an incorrect or incomplete address submitted by the customer. If a package is returned to us because of an incorrect address, the customer may be responsible for additional shipping charges before the order can be resent.

ROSE GEMS REWARDS & REFUNDS

When an order associated with the Rose Gems Rewards loyalty program is canceled, returned, partially refunded, or fully refunded, any Gems earned from the affected purchase may be adjusted, reduced, or removed from the member’s rewards account.

For partial refunds, the number of Gems removed may correspond to the refunded portion of the purchase.

If Gems or a loyalty reward were redeemed on an order:

  • The refund will be based on the amount actually paid after the reward or discount was applied.

  • Loyalty rewards and Gems have no cash value and will not be refunded as cash.

  • Shipping charges, taxes, and other excluded amounts may not qualify for Gems.

  • Gems used to obtain a redeemed reward may not be automatically returned to the customer’s account.

  • If an order is canceled before fulfillment or refunded because of an error by Scorpion Rose Designs, we may restore the redeemed Gems or reward when permitted by the loyalty-program system.

  • Promotional, bonus, expired, or fraudulently obtained Gems may not be restored.

If a refund or order adjustment causes a member’s Rose Gems balance to become negative, future Gems earned may be applied toward that negative balance before additional rewards become available.

Abuse of the rewards program, including repeated purchases and returns intended to generate Gems or rewards, may result in the removal of Gems, cancellation of rewards, suspension, or termination of the rewards account.

Additional Rose Gems Rewards terms may apply and are available through the loyalty-program section of our website.

GIFT CARDS & STORE CREDIT

Gift cards are final sale and cannot be exchanged for cash except where required by law.

If an eligible order was paid using a gift card, store credit, or a combination of payment methods, an approved refund may be returned to the original payment method or methods used for the purchase.

Promotional gift cards, bonus credits, loyalty rewards, and discount codes have no cash value.

RETURN SHIPPING

Customers must contact Scorpion Rose Designs and receive return instructions before sending an eligible product back.

Unless the return is required because of our error or an approved product defect:

  • The customer is responsible for return shipping costs.

  • Original shipping charges are non-refundable.

  • Additional shipping charges may apply to exchanges.

  • We recommend using a trackable shipping method.

  • Scorpion Rose Designs is not responsible for an unauthorized return or a return package lost in transit.

Products returned without prior authorization may not be accepted.

REFUND PROCESSING

Approved refunds will be issued to the original payment method whenever possible.

We will initiate the refund within five to seven business days after approval. After the refund is issued, the customer’s bank, credit-card company, or payment provider may require additional processing time before the funds appear in the account.

Original shipping charges are non-refundable unless the return or refund is due to an error by Scorpion Rose Designs.

If only part of an order qualifies for a refund, only the approved portion will be refunded.

Refunds for purchases made with a discount, loyalty reward, gift card, or store credit will not exceed the amount actually paid for the eligible product.

ORDER REFUSAL

Scorpion Rose Designs reserves the right to decline or cancel a custom order that does not align with our artistic standards, capabilities, business policies, or values.

If we decline an order before production begins, the customer will receive a refund of eligible order payments. Charges for additional design work or revisions already completed may be deducted when those charges were separately disclosed and approved.

QUESTIONS BEFORE ORDERING?

We are happy to answer questions before production begins.

If you are unsure about sizing, personalization, colors, design options, production times, materials, or anything else, please contact us before placing your order.

For assistance, contact us through the website’s contact page or site chat. Please include your full name and order number when contacting us about an existing order.

Our typical response goal is within two to three business days.

OUR COMMITMENT TO YOU

At Scorpion Rose Designs, we believe every order tells a story. Whether it is a personalized keepsake, a thoughtful gift, or something special created just for you, we are committed to producing it with care, creativity, and attention to detail.

These policies protect the custom, handmade, and made-to-order nature of our products while allowing us to address genuine production errors fairly.

Thank you for supporting our small family business and allowing Scorpion Rose Designs to be part of your story.