Refund policy

Returns and Refunds Policy

All our products are made to order with personalized embroidery, such as names, dates, or custom designs. Because these products are made specifically for the customer and cannot be resold, the right of withdrawal does not apply under Section 29(1)(c) of Hungarian Government Decree 45/2014 (II. 26.) and Article 16(c) of EU Directive 2011/83/EU.

Design approval

After you place your order, we’ll email you the final embroidery design for approval. Production begins only after we receive your written approval. By approving the design, you confirm that all details, including names, dates, font, and size, are correct. We cannot accept responsibility or provide a refund for errors in the details you approved, such as a misspelt name.

Order cancellation

You may cancel your order before approving the final embroidery design. Once you approve the design in writing, production begins, and the order can no longer be cancelled.

You can request cancellation through your customer account or by emailing info@s9craft.com. Cancellation is not possible after production has begun.

If there is a production error

If the finished product has an error that differs from the approved design, such as an embroidery mistake that was not in the approved design, please email info@s9craft.com within 14 days of receiving it and include photographs. In these cases, we will provide a repair, replacement, or full refund at no cost to you. For orders delivered in multiple shipments, the 14-day period starts when you receive the final item. Weekends and public holidays are included in this period.

How to request a return

Returns are accepted only for production errors where the finished product differs from the approved design. Because every product is made to order, we do not accept returns for other reasons, such as size, colour, or a change of mind.

To request a return, use Returns and Cancellations in your customer account or email us to let us know you wish to return the product. Please send the product back in its original packaging. We will issue any refund within 14 days of receiving the returned product. If the return is due to a production error, we will cover the return shipping cost.

Contact: info@s9craft.com · +36 70 904 6027