Refund & Return Policy
Last updated September 17, 2026
Every order is custom-made for you, so this policy is a little different from a typical retail return policy.
Custom orders
Because every piece is made to order, we can't accept returns or offer refunds for a completed order that matches the design and details you approved.
Our mistakes
If we made an error, the wrong design, the wrong placement, or a workmanship defect, we'll reproduce the item or refund that piece, at no cost to you. Let us know within 7 days of receiving your order.
Deposits
Deposits are due on approval and are non-refundable once production has started, since digitizing and materials are already committed to your order.
Digitizing fees
The one-time digitizing fee covers converting your artwork into a stitch file. It's non-refundable once that work has begun, even if you later cancel the rest of the order.
Damaged in shipping
If an order arrives damaged, keep the packaging and photos, and contact us within 7 days. We'll replace the affected pieces.
Cancellations
You can cancel before we start production for a full refund of anything paid beyond a deposit already used for digitizing. Once production has started, we can't cancel or refund that portion of the order.
Contact
Questions about a specific order? Email info@gagacrafted.ca and include your order details.