Policies

 

Shipping Policies:

We ship within 1-5 business days for "ready to ship" orders on the website.  All packages ship at a flat $5 shipping cost on orders placed within the US.  Orders are sent via USPS mail.  We do not ship internationally at this time.  We cannot be held responsible for lost or stolen packages.

All items are completely made by hand, packaged and shipped, by one person. Please be aware that because of this, some pieces will show slight imperfections that add to their character and individual nature, and during certain times of year shipping times may be a bit longer than usual.

Returns and exchanges:

We gladly accept returns and exchanges according to the following:

Because of the nature of these items, we cannot accept returns for: 1) Custom or personalized orders, 2) Items on sale or discounted.

Please contact us, within 30 days of delivery, at info@refinersfirecreations.com. We generally will not accept returns after this 30-day period, but if you have an issue that falls outside of this period, feel free to contact us and we can discuss.  Customer satisfaction is important to us!  

Returns or exchanges must be pre-approved via e-mail. We only refund the cost of the item not the shipping. Items must ship back within 7 days of pre-approval.

You are responsible for the shipping costs to send it to us and you are responsible for the shipping costs to be sent back to you.

Items must be undamaged and with the original packaging. Damaged or clearly worn items will not be refunded. When an item is being returned to us, we cannot be held responsible for items lost or damaged in transit.

Once the piece has arrived, we will contact you to sort out the refund or exchange.

 

Privacy policy:

This Privacy Policy describes how and when we collect, use, and share information when you purchase an item from us, contact us, sign up for our e-mails, or give us your information through any of our social media accounts.

This Privacy Policy does not apply to the practices of third parties that we do not own or control, including any third-party services you access through my website.

We only collect and use customer information to fulfill orders (whenever you buy from us) or to send you our newsletter providing that you have signed up for it. Your personal information (name and address) as provided to us will only be used by us as needed to provide our services. We may use your information to fulfill your order, to settle disputes, or to provide customer support.

We engage certain trusted third parties to perform functions and provide services to our shop, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services.

We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests (i.e. taxes) (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers or others. If and when required, we will communicate with you about your order status using our store's e-mail.

We have no access to your payment account details.  Your payments are processed independently of us.

Your transaction information will be stored on the Shopify system as long as we have our store here or until Shopify deletes it. We will not spam you or solicit you using the information provided to us.

If you have any questions or concerns, you may contact us using the contact form located at the bottom of our home page.