Refund policy
Returns and Refunds
Physical Products (Embroidery Kits)
We have a 30-day return policy for physical products, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at:
Return address:
Happy X Craft
Corina Ciocanu
Waldheimerstr. 25
12627 Berlin
Germany
Items returned without prior contact will not be accepted.
Customers are responsible for return shipping costs unless the item arrives damaged or incorrect.
Damaged or Incorrect Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
Non-Returnable Items
The following items cannot be returned:
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Digital downloads
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Custom or personalized items
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Items marked as final sale
Digital Products (PDF Patterns)
All digital cross stitch patterns and downloadable products are delivered instantly after purchase.
By completing your purchase, you agree that digital content is delivered immediately and you waive your right of withdrawal according to EU consumer protection law.
Because of the nature of digital products, refunds, returns, or exchanges cannot be offered once the file has been downloaded or accessed.
If you experience technical problems downloading your files, please contact us and we will gladly assist you.
Refunds
We will notify you once we’ve received and inspected your return and inform you if the refund was approved.
If approved, refunds will be issued automatically to your original payment method within 5–10 business days.
Please remember it may take additional time for your bank or credit card provider to process the refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and place a new order once the return is accepted.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help.happyxcraft@yahoo.com. Please note that returns will need to be sent to the following address: [Ciocanu Corina, Waldheimerstr. 25, 12627 Berlin, Germany]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at help.happyxcraft@yahoo.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like opened kits from their envelope (our kits are handmade packaged), custom products (such as special orders or personalized items), and Digital items (PDF from cross-stitch patterns). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, don't hesitate to get in touch with us at help.happyxcraft@yahoo.com.