Refunds & Exchanges

Thank you for shopping with The Creative Studio. Because many of our products are made, decorated, or personalized specifically for each customer, most sales are final.

Please review this Refund Policy carefully before placing an order, approving an artwork proof, or submitting customization instructions.

CUSTOM AND PERSONALIZED PRODUCTS

All custom, personalized, printed, embroidered, engraved, decorated, altered, or made-to-order products are final sale and cannot be returned or exchanged except when:

  • The product arrives damaged.
  • The product has a qualifying manufacturing or production defect.
  • We send an incorrect product, size, color, or design that does not match the confirmed order.
  • The finished customization differs substantially from the artwork proof or written order specifications because of an error made by The Creative Studio.

This policy applies to embroidery, DTF printing, UV DTF, screen printing, vinyl, sublimation, laser cutting and engraving, stickers, labels, stationery, promotional products, awards, party favors, and other customized products or services.

BLANK AND NON-CUSTOMIZED PRODUCTS

Blank or non-customized products are also returnable only if they arrive damaged, defective, or incorrect.

We do not accept returns because a customer changes their mind, orders the wrong size or color, no longer needs the product, or prefers a different style.

Please review the applicable product information and size chart before ordering. Measurements and sizing may vary between manufacturers, brands, and styles.

NO EXCHANGES

We do not offer product exchanges.

If an eligible product is damaged, defective, or incorrect, contact us so we can review the issue and determine the appropriate resolution.

REPORTING A DAMAGED, DEFECTIVE, OR INCORRECT ORDER

Please contact us within 3 calendar days of delivery at hello@thecreativestudio.co.

Your message should include:

  • Your name and order number.
  • A description of the problem.
  • Clear photographs of the complete product.
  • Close-up photographs showing the damage, defect, or error.
  • Photographs of the shipping box, packaging, and shipping label when the order was damaged in transit.
  • Any other information reasonably necessary to evaluate the claim.

Please keep the product and all original packaging until we complete our review. We may request additional photographs or information.

Do not mail or deliver a product to us without authorization. Unauthorized returns may be refused and will not automatically qualify for a refund.

Failure to notify us within this period may affect our ability to verify the issue or file a claim with the shipping carrier. This notification period does not limit any rights that cannot legally be waived.

ELIGIBLE ORDER PROBLEMS

After reviewing the order, we may approve a remedy when:

  • A product was damaged before or during delivery.
  • A product contains a material manufacturing or production defect.
  • We sent a different product, size, or color from the one shown in the confirmed order.
  • We made a material spelling, printing, embroidery, engraving, placement, or production error that was not present in the customer’s approved proof or instructions.
  • We are unable to complete or fulfill a paid order.

ITEMS THAT ARE NOT ELIGIBLE

Except where required by law, we do not provide returns, exchanges, replacements, or refunds for:

  • Customer changes of mind.
  • Incorrect sizes, colors, quantities, spelling, dates, names, or other information selected or submitted by the customer.
  • Errors appearing in an artwork proof that the customer approved.
  • Orders approved verbally, electronically, or in writing and produced according to that approval.
  • Customer-provided artwork that is blurry, pixelated, incomplete, inaccurate, or otherwise unsuitable for the requested use when the customer authorized us to proceed.
  • Minor variations in thread color, ink color, product shade, material, texture, print location, embroidery placement, stitching, engraving, dimensions, or appearance that are customary in handmade or production processes.
  • Color differences caused by screens, monitors, lighting, photography, fabric dye lots, product materials, or supplier variations.
  • Normal wear and tear.
  • Damage caused after delivery by misuse, improper washing or care, heat, chemicals, storage, accidents, alterations, or normal deterioration.
  • Products that have been worn, washed, used, altered, or damaged after delivery.
  • Delays caused by an incorrect or incomplete address provided by the customer.
  • Missed events or deadlines unless a delivery date was expressly guaranteed by The Creative Studio in writing.
  • Gift cards, digital files, artwork-preparation services, embroidery digitizing, vectorizing, design fees, setup fees, rush fees, or other completed services.

Nothing in this section limits a customer’s rights when a restriction is prohibited by applicable law.

ARTWORK PROOFS AND CUSTOMER APPROVAL

When an artwork proof is provided, production will not begin until the required approval and payment have been received.

The customer is responsible for reviewing:

  • Spelling, names, dates, and numbers.
  • Colors and artwork.
  • Product styles, colors, and sizes.
  • Decoration method and location.
  • Design dimensions and orientation.
  • Quantities and other order specifications.

Approval authorizes us to produce the order as shown. Errors contained in an approved proof are not considered production defects.

Product colors and artwork shown digitally are visual representations and may not appear exactly the same on the finished product.

CUSTOMER-SUPPLIED ITEMS

Customer-supplied garments or products are accepted only with prior approval.

Decorating customer-supplied items involves risks, including fabric damage, discoloration, heat marks, equipment marks, misprints, embroidery damage, or material incompatibility. Before accepting these items, we may require a separate acknowledgment describing the applicable risks and remedies.

We are not responsible for pre-existing damage, hidden defects, incorrect product information, or material problems outside our reasonable control. Nothing in this section excludes responsibility that cannot legally be excluded.

AVAILABLE REMEDIES

After inspecting and approving an eligible claim, The Creative Studio may, as appropriate and subject to applicable law:

  • Repair the product.
  • Reproduce or reprint the affected item.
  • Replace it with the same or a reasonably comparable product.
  • Issue store credit if accepted by the customer.
  • Refund the affected item or unfulfilled portion of the order.

The remedy will depend on the nature of the problem, product availability, production requirements, and applicable law. A refund is not automatically the first or only available remedy.

If a return is required, we will provide return instructions and the appropriate return address. Approved return-shipping costs for an eligible damaged, defective, or incorrect product will be handled as described in our authorization.

REFUNDS

Approved refunds are issued to the original payment method whenever possible.

Please allow approximately 5–10 business days after a refund is processed for it to appear in your account. Processing times are controlled by the bank, card issuer, or payment provider and may vary.

Original shipping charges are not refundable unless the entire order qualifies for a refund because of our error, the order cannot be fulfilled, or a refund is otherwise required by law.

ORDER CANCELLATIONS

Contact us immediately if you need to request a cancellation.

A cancellation may be approved only if production has not begun and materials or products have not been ordered specifically for the project.

Once artwork preparation, digitizing, vectorizing, design work, material ordering, printing, embroidery, engraving, or another production process has begun, the related costs are nonrefundable.

If we cannot fulfill an order, we will notify the customer and refund the unfulfilled portion. If shipment is delayed beyond a promised or legally applicable time, customers will receive any cancellation or refund rights required by law.

SHIPPING DAMAGE, LOSS, AND DELIVERY ISSUES

If a shipment arrives damaged, contact us within 3 calendar days and preserve the product, packaging, and shipping label so we can evaluate the issue and, when applicable, submit a carrier claim.

For a package marked as delivered but not received, first check the delivery area, household members, neighbors, and the applicable shipping carrier. Contact us promptly if assistance is still needed.

The customer is responsible for providing a complete and accurate shipping address. Additional shipping charges resulting from an incorrect address, refused delivery, or unclaimed package may be charged to the customer unless the issue was caused by The Creative Studio.

Please refer to our Shipping Policy for additional information.

CONSUMER RIGHTS

This Refund Policy does not exclude, restrict, or modify any warranty, remedy, consumer right, or other protection that cannot legally be excluded or limited.

CHANGES TO THIS POLICY

We may update this Refund Policy to reflect changes to our products, services, operations, or legal obligations.

The policy that applies to an order is generally the version published when the order was placed, unless applicable law requires otherwise.

CONTACT US

For questions or to report a damaged, defective, or incorrect order, contact:

The Creative Studio
Albuquerque, New Mexico, United States

Email: hello@thecreativestudio.co
Phone: +1 505-585-9293