Refund policy
Last Updated: July 23, 2026
At CharmCraft.store, we want every order to feel simple, cheerful, and reassuring from the moment you discover a product to the moment it arrives at your door. Our collection is created around charming everyday accessories, including keychains, phone charms, bag decorations, handmade-style pieces, and other small items designed to add personality to daily life.
We understand that an item may occasionally arrive damaged, differ from what you expected, or simply not be the right choice for you. This Return & Refund Policy explains how returns, exchanges, replacements, cancellations, and refunds are handled when you purchase from CharmCraft.store.
By placing an order through our website, you acknowledge that you have read and agreed to this policy. Nothing in this policy is intended to limit any mandatory consumer rights that may apply under the laws of your province, state, territory, or country.
1. Our 30-Day Return Policy
CharmCraft.store offers a 30-day return period for eligible products.
You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier. Requests submitted after the 30-day period may be declined unless applicable consumer law requires otherwise.
To qualify for a return, the item must generally be:
Unused, unworn, and unwashed
In its original condition
Free from scratches, stains, damage, odours, alterations, or signs of extended use
Returned with its original accessories, parts, tags, inserts, and packaging when reasonably available
Supported by valid proof of purchase from CharmCraft.store
We understand that customers may need to carefully inspect an item after delivery. Opening the shipping package or briefly examining the product does not automatically make it ineligible for return. However, products showing use beyond what is reasonably necessary to inspect their appearance, size, design, or basic function may not qualify for a full refund.
2. Starting a Return
Before sending any item back, please contact our customer care team and request return authorization.
You can reach us at:
Email: support@CharmCraft.store
Phone: (905) 850-8400
Business Address: 2390 Rue de Ryde #206, Montréal, QC H3K 1S5, Canada
Please include the following information in your message:
Your full name
Your order number
The email address used when placing the order
The name of the product you wish to return
The reason for the return
Clear photographs or a short video if the product is damaged, defective, incorrect, incomplete, or materially different from its description
Our team will review your request and provide instructions when the return is approved. These instructions may include a return authorization, the correct return destination, packaging guidance, and any other relevant details.
Please do not send a product to our listed business address unless our support team has specifically confirmed that address as the authorized return destination. Certain orders may be fulfilled through different warehouses or logistics partners, and sending an item to an unauthorized location may delay or prevent the processing of your return.
Items returned without prior authorization may be refused, delayed, or returned to the sender.
3. Free Returns
Eligible returns requested within the 30-day return period may qualify for free return shipping.
When we confirm that a return is eligible for free return shipping, we may provide a prepaid return label, reimburse reasonable approved return shipping costs, or provide another return solution depending on the customer’s country and the location from which the order was fulfilled.
Customers must follow the return instructions supplied by our support team. Return shipping costs may not be reimbursed when a customer:
Returns an item without authorization
Uses an unapproved premium or expedited shipping method
Sends the package to the wrong address
Fails to provide return tracking when requested
Incurs customs charges because the package was declared incorrectly
Returns an item that does not meet the eligibility requirements described in this policy
We recommend keeping the shipping receipt and tracking information until the return has been completed and the refund has been confirmed.
Where mandatory law grants additional rights or requires the merchant to cover reasonable return costs, those legal requirements will apply.
4. Damaged, Defective, or Incorrect Items
Please inspect your order soon after delivery.
Contact us promptly if your item arrives:
Broken or physically damaged
Defective or unusable
Missing essential pieces
Different from the item ordered
In the wrong colour, design, style, or quantity
Materially different from the description shown on our website
For the fastest resolution, please contact us within seven days of delivery and include photographs of:
The full product
The damaged or defective area
The product packaging
The shipping label
Any missing, incorrect, or broken components
Depending on the circumstances and product availability, we may offer:
A replacement product
A replacement component
A corrected item
A full refund
A partial refund
Store credit, when accepted by the customer
Another appropriate resolution agreed upon with you
You will not be required to accept store credit in place of a refund when a refund is required under this policy or applicable law.
Please do not dispose of a damaged or defective item until our support team confirms that it is no longer needed. In some cases, we may ask the customer to return the item or provide additional evidence so that we can investigate the issue with the carrier or fulfillment provider.
Damage caused after delivery through misuse, accidental impact, improper storage, unauthorized modification, excessive pulling, exposure to unsuitable conditions, or ordinary wear and tear is not considered a manufacturing defect.
5. Change-of-Mind Returns
Eligible products may be returned within 30 days even when they are not defective, provided they remain in returnable condition.
Examples of change-of-mind reasons may include:
The style was not as expected
The colour does not suit your preference
The item is no longer needed
The product was purchased by mistake
The item does not match the intended bag, keys, phone, or personal accessories
A gift recipient preferred another design
Please note that minor differences between the product and its online appearance may occur because of screen settings, lighting, photography, handmade details, manufacturing batches, or reasonable measurement variations.
Small differences that do not materially affect the product’s identity, quality, or function are not necessarily considered defects. However, an eligible unused product may still be returned under our 30-day change-of-mind return policy.
6. Non-Returnable Items
For hygiene, safety, personalization, or practical reasons, certain items may not be returnable unless they are defective, damaged, incorrect, or otherwise required to be accepted under applicable law.
Non-returnable items may include:
Personalized, engraved, customized, or made-to-order products
Items produced according to customer-submitted names, images, text, or specifications
Gift cards
Digital products or downloadable content
Products marked as final sale or non-returnable before purchase
Items that have been materially used, altered, damaged, or modified after delivery
Products returned without essential parts or accessories
Items contaminated by substances, smoke, perfume, chemicals, moisture, or unsanitary handling
Products purchased from a third-party website, marketplace, reseller, or retailer rather than directly from CharmCraft.store
We will not classify a product as final sale after the customer has completed the purchase if that restriction was not clearly disclosed beforehand.
Sale items are not automatically excluded from returns. Unless specifically marked as final sale before checkout, an eligible discounted item may be returned in accordance with this policy.
7. Handmade and Decorative Variations
Some CharmCraft.store products may have handmade, crocheted, beaded, printed, assembled, or individually finished characteristics.
These products may display subtle differences in:
Stitching
Bead placement
Pattern alignment
Colour tone
Shape
Texture
Print positioning
Dimensions
Small decorative details
These minor variations can be a natural part of the item and may make each piece slightly unique. A small handmade or production variation is not considered a defect when the product remains consistent with its description and intended use.
However, significant differences, missing components, serious workmanship issues, or damage may qualify for a replacement, return, or refund.
8. Exchanges
We may offer exchanges for eligible products, depending on availability and the customer’s location.
The fastest way to obtain a different design or colour is generally to return the original eligible item and place a new order after the return is approved. This helps prevent the preferred replacement from selling out while the original product is in transit.
Where a direct exchange is available, our support team will explain:
Whether the requested replacement is in stock
Whether any price difference applies
Whether the original item must be returned first
How the replacement will be shipped
If the replacement product costs more than the original product, the customer may be required to pay the difference. If it costs less, we may refund the difference to the original payment method.
An exchange is considered complete after the replacement has been dispatched or delivered, depending on the agreed arrangement.
9. Return Packaging and Shipping Responsibility
Customers must package returned products carefully to prevent damage during transit.
When possible, please use:
The original protective packaging
A secure outer mailing box or padded envelope
Appropriate cushioning for acrylic, handmade, beaded, or delicate products
A clearly attached return label
Tracking through the approved carrier
Do not attach shipping labels directly to retail packaging when doing so may damage the packaging.
CharmCraft.store is not responsible for loss or damage caused by inadequate packaging, an incorrect return address, an unauthorized shipping service, or a return shipment for which the customer cannot provide evidence of mailing.
When we issue a prepaid return label, it must generally be used within the period stated in the return instructions. An expired label may need to be replaced, and approval of a replacement label is not guaranteed when the return deadline has passed.
10. Return Inspection
After the returned package arrives at the authorized return location, it will be inspected.
The inspection may verify:
The identity of the returned product
Its physical and cosmetic condition
Whether all components are included
Whether the item has been used or altered
Whether the return matches the approved request
Whether the packaging contains the correct item
We aim to complete inspections within five to ten business days after the return is delivered. Processing may take longer during holidays, high-volume periods, carrier disruptions, or when further investigation is required.
A return may be declined or reduced in value if the item:
Shows clear signs of use
Was damaged after delivery
Is missing parts or accessories
Does not match the product originally purchased
Was returned outside the approved timeframe
Contains an unrelated, substituted, or counterfeit product
Was returned in a condition that prevents resale for reasons beyond reasonable inspection
We will contact the customer if an issue is identified during inspection.
11. Refund Approval and Processing
Once a return is inspected and approved, we will issue the applicable refund to the original payment method whenever reasonably possible.
Refunds may include:
The purchase price of the approved returned item
Applicable taxes charged on that item
Original standard shipping charges when required by law or when the full order is being refunded because of our error
Optional expedited shipping charges are generally non-refundable unless the expedited service was not provided or applicable law requires reimbursement.
Although CharmCraft.store may offer free standard worldwide shipping, any separate fees paid for upgraded, priority, insured, or express shipping may not be refundable for change-of-mind returns.
After the refund is issued, it may take several business days to appear in your account. Processing time depends on your bank, credit card issuer, payment provider, and country.
Typical processing periods may range from five to ten business days, but some financial institutions may take longer. CharmCraft.store does not control the time required by a payment provider to post an approved refund.
12. Partial Refunds
In appropriate circumstances, a partial refund may be offered or applied.
This may occur when:
Only part of a multi-item order is returned
A product is returned with non-essential packaging missing
The customer chooses to keep an item with a minor cosmetic issue
A bundle is returned incomplete
The item has experienced a reduction in value due to handling beyond reasonable inspection
A promotional discount must be recalculated after part of an order is returned
Any partial refund will be based on the circumstances and will not affect rights that cannot legally be waived.
We will explain the proposed refund amount before finalizing a negotiated keep-the-item resolution. The customer is not required to accept a partial refund when they are otherwise entitled to a full remedy under applicable law.
13. Refunds Without a Physical Return
In limited cases, we may approve a refund or replacement without requiring the customer to send the product back.
This may occur when:
The product has a low value relative to international return costs
The item is clearly damaged beyond use
Returning the product would be impractical
The carrier confirms that the parcel was irretrievably lost
Our support team determines that another solution is more efficient
A refund without return is offered at our discretion unless applicable law requires a particular remedy.
Approval in one case does not guarantee the same outcome for future orders or different customers.
14. Order Cancellations
Customers may request cancellation by contacting support@CharmCraft.store as soon as possible after placing the order.
We will make a reasonable effort to cancel the order before it enters processing or fulfillment. However, cancellation is not guaranteed.
Orders may be processed quickly, and we may be unable to cancel an order after:
The fulfillment request has been submitted
The shipping label has been created
The package has been packed
The parcel has been transferred to the carrier
A customized item has entered production
If the order cannot be cancelled, the customer may wait for delivery and request an eligible return under this policy.
Approved cancellations will be refunded to the original payment method. Payment processing time may vary.
15. Address Changes and Customer Errors
Customers are responsible for reviewing their order details before checkout, including:
Shipping address
Apartment or unit number
Postal or ZIP code
Product selection
Colour or design
Quantity
Contact information
Please contact us immediately if a correction is needed. We will attempt to update the information before fulfillment, but changes cannot be guaranteed after processing begins.
Orders delivered to an address entered incorrectly by the customer may not qualify for an automatic refund. If a parcel is returned to sender, we may offer reshipment or a refund after deducting any non-recoverable shipping or carrier charges, unless otherwise required by law.
16. Undelivered, Lost, or Stolen Packages
If tracking has not updated for an unusual period or the parcel appears lost, please contact us so that we can review the shipment.
A package may be considered lost only after the carrier’s applicable investigation or waiting period has passed.
When a carrier confirms that a package was lost before delivery, we may offer:
A replacement
A full refund
Another suitable solution
If tracking shows that the parcel was delivered but the customer cannot locate it, the customer should first:
Check around the delivery location
Ask household members
Check with neighbours
Contact the building manager or reception area
Review any delivery photograph or carrier notice
Contact the local delivery carrier
CharmCraft.store will assist with reasonable carrier inquiries. However, parcels stolen after confirmed delivery may not automatically qualify for a refund. The outcome may depend on the carrier’s findings, available evidence, selected shipping protection, local law, and the specific circumstances.
17. Refused and Unclaimed Shipments
A customer who refuses delivery or fails to collect a parcel may be responsible for fees charged by the carrier, customs authority, or return logistics provider.
A refund may be processed after the parcel has safely returned and been inspected. Non-recoverable return shipping fees, customs charges, storage fees, or handling expenses may be deducted when permitted by law.
Refusing delivery is not the recommended return method because it can result in delays, loss, or unexpected fees. Please contact us first so we can provide proper return instructions.
18. Customs Duties, Taxes, and Import Charges
International orders may be subject to customs duties, import taxes, brokerage charges, or local handling fees.
Unless otherwise stated at checkout or required by law, these charges are determined by local authorities and may be the customer’s responsibility.
CharmCraft.store does not generally refund customs or import charges paid directly to a government authority, carrier, or customs broker. Customers seeking reimbursement of such charges may need to contact the relevant authority.
When a return is made, the customer may be able to request a duty refund through the local customs process, but eligibility varies by country.
19. Promotional Offers, Bundles, and Gifts
Returns involving promotions may be recalculated to reflect the conditions of the original offer.
For example:
If a minimum purchase discount no longer applies after a partial return, the refund may reflect the revised order value.
If an item from a discounted bundle is returned, the refund may be based on the allocated promotional price rather than the regular individual price.
If a free gift was provided because the order reached a specified threshold, the free gift may need to be returned when the qualifying items are returned.
If the customer keeps the promotional gift, its disclosed value may be deducted from the refund where permitted by law.
These adjustments will not exceed the value of the benefit originally received.
20. Chargebacks and Payment Disputes
We encourage customers to contact us before opening a chargeback or payment dispute. Our team will make a reasonable effort to resolve concerns directly.
Submitting a chargeback does not automatically cancel the need to return merchandise when a return is otherwise required.
If a payment dispute is opened while a refund or return request is already being processed, we may be required to pause the direct refund until the payment provider completes its investigation.
Fraudulent chargebacks, false non-delivery claims, altered evidence, or returns involving substituted items may be reported to payment providers, carriers, Shopify, or relevant authorities.
Nothing in this section restricts a customer’s lawful right to contact their financial institution or pursue remedies available under consumer protection legislation.
21. Suspected Return Abuse
CharmCraft.store reserves the right to investigate and, where legally permitted, refuse transactions or returns involving suspected abuse.
Examples may include:
Repeated returns of used or damaged products
Returning a product different from the item purchased
Submitting manipulated photographs
Making repeated false non-delivery claims
Abusing promotional programs
Purchasing items primarily for temporary use and return
Using multiple accounts to avoid policy limits
Threatening illegitimate chargebacks to obtain products without payment
Any decision will be made reasonably and based on available evidence. This section does not remove legitimate consumer rights.
22. Gifts
When a product was purchased as a gift, the refund is normally issued to the original purchaser and original payment method.
Gift recipients may contact us to discuss available options. Depending on the circumstances, we may be able to offer an exchange or store credit, but we may require the original order number or proof of purchase.
For privacy and security reasons, we may not disclose the purchaser’s payment information to the gift recipient.
23. Consumer Rights
This policy provides contractual return rights offered by CharmCraft.store. It does not replace legal rights that may apply to defective goods, misrepresented products, delayed online orders, distance contracts, warranties, or other regulated transactions.
In Québec, merchants that voluntarily publish a return and refund policy are expected to follow the conditions they communicate to customers. Certain statutory cancellation and reimbursement rights may also apply to online purchases in specific circumstances.
Customers in the European Economic Area may have statutory withdrawal and conformity rights, including a withdrawal period that commonly applies to qualifying online purchases. Those rights may operate separately from this 30-day policy.
Where mandatory law provides a customer with greater protection than this policy, the mandatory legal protection will prevail.
24. Shopify Platform Notice
CharmCraft.store operates its online storefront using Shopify. Shopify provides technical tools that allow merchants to publish store policies, manage returns, record exchanges, and issue full or partial refunds. However, CharmCraft.store—not Shopify—is the seller responsible for reviewing and resolving customer return requests relating to purchases made from our store.
Questions about an order should be sent directly to CharmCraft.store rather than to Shopify.
25. Policy Updates
We may update this Return & Refund Policy periodically to reflect changes in:
Our products
Fulfillment processes
Shipping providers
Shopify functionality
Business operations
Applicable legal requirements
Customer service practices
The revised policy will be posted on CharmCraft.store with an updated “Last Updated” date.
Unless otherwise required by law, the policy in effect when an order was placed will generally govern that order. Changes will not be applied retroactively to reduce rights already granted to a customer.
26. Contact Us
For return requests, refund questions, order problems, or product concerns, please contact:
CharmCraft.store
2390 Rue de Ryde #206
Montréal, QC H3K 1S5
Canada
Email: support@CharmCraft.store
Phone: (905) 850-8400
Please include your order number and a clear description of the issue. Our customer care team will review your request and respond as soon as reasonably possible.
At CharmCraft.store, we believe customer care should feel calm, clear, and thoughtful. We appreciate the opportunity to resolve any issue and help make your shopping experience as smooth and pleasant as possible.
This template is general business information and should be reviewed by a qualified legal professional before publication, particularly if CharmCraft.store sells to customers outside Canada.