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Refund Policy

At Racine Atelier, we strive to deliver handcrafted products of exceptional quality made from sustainable materials like water hyacinth. Due to the artisanal and made-to-order nature of our products, we follow a transparent, limited refund policy designed to respect both your trust and the craftsmanship involved in every order.

We strongly encourage you to read the full policy before making a purchase.

Refund Policy

No Returns or Exchanges on Handmade Products

All products listed on RacineAtelier.net are handcrafted in small batches. As such:

  • We do not accept returns or exchanges for reasons like change of mind, personal preference, slight variations in size/color, or mistaken orders.

  • Each item is made with unique natural materials and may carry minor variations that add to its character. These are not considered defects.

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Eligible Refund Situations

Refunds are only issued under the following circumstances:

  • The product arrives damaged or broken

  • You receive a completely different product from what you ordered

  • The product is defective and unfit for its intended use

Refunds will not be processed in the following cases:

  • Minor imperfections typical of handmade products

  • Delay in delivery caused by courier/logistics

  • Dislike of texture, finish, or natural variation

  • Incorrect shipping address provided by customer

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How to Request a Refund

If your case qualifies for a refund:

  1. Email us at racineatelier1@gmail.com within 48 hours of receiving the product

  2. Include:

    • Your order number

    • A clear description of the issue

    • Photographs of the product and packaging (in case of damage)

We will review your request within 3–5 business days and notify you of the outcome.

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Approved Refund Process

  • If your request is approved, we will initiate a refund to your original payment method.

  • Refunds are typically processed within 7–10 business days of approval.

  • Please note that your bank or card issuer may take additional time to reflect the refund in your account.

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Cancellation Policy

  • Orders can only be cancelled within 12 hours of placement and only if they have not yet been processed or dispatched.

  • Once production begins, cancellations are not possible, especially for custom or bulk orders.

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Products Not Eligible for Refund

  • Custom-made products or special orders

  • Items purchased at discount or clearance price

  • Products damaged due to misuse or improper handling by the customer

  • Any item returned without prior approval

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Final Note

We believe in honest, transparent, and respectful customer relationships. Our refund policy is designed to be fair to both the buyer and our artisan community. If you have any questions or concerns, we welcome you to contact us before placing your order.

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