Refund policy

Return and Refund Policy

At Dragongirl2000ArtStudios Ltd, we strive to provide quality products and services to our customers. Please read our return and refund policy carefully before making a purchase, as it is designed to be in accordance with EU regulations.

1. 30-Day Return Policy

We have a 14-day return policy, which means you have 14 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 dragongirl2000artstudios@gmail.com/. Please note that returns will need to be sent to the following address: 22 Union Street, Kendal, Cumbria, LA9 4RP, United Kingdom. Items sent back to us without first requesting a return will not be accepted.

2. Digital Items - Non-refundable

Due to the nature of digital products, all digital items are non-refundable. This includes digital art, designs, patterns, and other downloadable files. Once the file is delivered, it cannot be returned or refunded.

Usage restrictions: All digital items sold by Dragongirl2000ArtStudios Ltd. are for personal use only and cannot be altered, resold, or distributed in any form, whether digitally or physically.

3. No-Refund Policy for Hygiene-Related Products

For hygiene and safety reasons, all products related to personal hygiene (such as personal care items, accessories, etc.) are non-refundable. Please ensure you are certain about your purchase before placing your order.

4. Handmade Items & Direct Replacements

Most of our physical products, including crocheted items such as plushies and other handmade creations, are handcrafted and made to order. Given the uniqueness and limited production of these items, refunds are subject to specific conditions:

  • Direct replacements for defective or damaged handmade items are limited and dependent on the availability of the same materials and designs.
  • If an exact replacement is unavailable, we may offer store credit or an alternative item of similar value.

5. Store Credit

For certain items, especially those where replacements are not possible, we may issue store credit instead of a direct refund. Store credit will be issued in the form of a coupon or voucher, which can be used for future purchases at Dragongirl2000ArtStudios Ltd.

6. Refunds for Handcrafted Items

For physical handcrafted items, refunds are possible under the following conditions:

  • Return Process: Refunds will only be processed once the physical item is returned to us in its original condition and packaging.
  • Damaged Items: If the item is damaged upon arrival, please validate it with a picture and send the item back to us. We will issue either store credit or a refund for the item’s price, but not for shipping. If the returned item shows any signs of damage, we reserve the right to deduct a reasonable amount from the refund based on the extent of the damage.
  • Custom Orders and Specialized Items: Custom orders or specialized items cannot be refunded or returned.
  • Hazardous Items: We do not accept any items returned to us that are deemed hazardous.
  • Sales and Gift Cards: We cannot accept items returned that were purchased on sale or with a gift card.

7. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, 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.

8. Shipping Policy

Shipping fees are non-refundable, and return shipping costs are the responsibility of the customer unless the item received was faulty or incorrect.

9. Chargeback Policy

At Dragongirl2000ArtStudios Ltd, we are committed to providing a positive and transparent shopping experience for all our customers. However, we also strive to protect our business from fraudulent activities and misuse of our policies.

  • Chargebacks: We understand that there may be instances where customers need to dispute a transaction. However, we strongly encourage customers to contact us directly to resolve any issues before resorting to a chargeback. Our customer service team is always available to assist with refunds, replacements, or store credit where applicable.

    Please note:

    • Unwarranted chargebacks—those initiated without prior contact with our support team—are not acceptable. Filing a chargeback without giving us the opportunity to address your concerns may lead to the suspension of your account and a refusal of future service.
    • Any fraudulent chargebacks (such as attempts to reverse a legitimate transaction after receiving goods or services) will be taken seriously, and we reserve the right to pursue the matter legally.

  • Misconduct and Bad Behavior: We have a zero-tolerance policy for any form of misuse, harassment, or bad behavior toward our team. This includes:

    • Abusive language or inappropriate conduct in communication.
    • False claims of non-delivery or product damage.
    • Repeated attempts to exploit our refund or return policy.

    Customers engaging in such behavior may have their accounts terminated, and we reserve the right to refuse service in these cases.

  • The Right to Refuse Service: As a small business, we reserve the right to refuse service to anyone exhibiting unacceptable behavior or attempting to engage in scam-like activities. This includes, but is not limited to, instances of:

    • Repeated refund or chargeback abuse.
    • Attempts to exploit loopholes in our policies.
    • Fraudulent actions, including providing false information or using stolen payment methods.

10. Refund Notification

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’ve approved your return, please contact us at dragongirl2000artstudios@gmail.com.