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Refund Policy

Thank you for shopping with Webster by Design. Every product we create, whether physical or digital, is made with care, and we want you to be happy with your purchase. Because many of our items are handmade, personalised, or digital, our refund policy is designed to be clear, fair, and transparent.

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1. Custom & Personalised Orders

We do not accept returns, exchanges, or refunds on:

  • Custom-made products

  • Personalized items (names, colours, designs, event details, etc.)

  • Made-to-order or specially requested items

 

These products are created specifically for you and cannot be resold.
If there is a problem with your order, please contact us. Our priority is to make things right.

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2. Digital Downloads

Due to the nature of digital files, all digital products are final sale and cannot be refunded, exchanged, or cancelled once downloaded or accessed.

 

If you experience an issue with a file (corrupted file, missing elements, incorrect format), please contact us within 7 days and we will resend or replace the file.

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3. Physical Products (Non-Custom Items)

We accept returns on non-personalised physical items if the item is:

  • Unused

  • In original condition

  • In original packaging

  • Return request must be made within 14 days of delivery

  • Customers are responsible for return shipping costs unless the item arrived damaged or incorrect

  • Refunds are issued once the item is returned and inspected.

 

4. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incomplete, or incorrect, please contact us within 24 hours of receiving it with:

  • Your order number

  • Photos of the item and packaging

  • A description of the issue

 

We will repair, replace, or refund the item depending on the situation.

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5. Order Cancellations

You may request a cancellation before your order goes into production.
Your order cannot be cancelled once it has entered production, especially for handmade or personalised items.

 

Digital products cannot be cancelled once downloaded.

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6. Shipping Costs

Shipping fees are non-refundable, except in cases where Webster by Design made an error (e.g., wrong item sent).

If a shipment is returned due to an incorrect address or failure to collect, the customer is responsible for reshipment fees.

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7. Exchanges

Exchanges are only offered for non-custom physical items, subject to stock availability.

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8. Contact for Refund or Return Requests

If you need help with your order, please reach out:

Email: websterbydesign26@gmail.com
Phone/WhatsApp: +34 624.498.942

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We aim to respond within 3–5 business days.

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