Refunds and Returns
General
In general, custom printed orders are non-refundable. If there is an issue with your order we will be happy to work with you to come to a solution. Since all of our items are handmade, there may be variations between or even within an order.
Items that have a mechanical issue or manufacturer's defect will be reprinted and re-shipped to the customer. A mechanical issue in most cases means a flaw in the product that prevents it from being used for its intended purpose.
Cancellations
If there is an error with your order you can cancel the order within 10 hours of placing it. Once an order has started production we can no longer make changes to it or cancel it.
Reporting issues with a product
In order to resolve issues with an order, the issue must be reported to us within 10 days of receiving the order. When contacting us with an issue, be sure to include photos that illustrate the problem. Email us at salley@salleyknightstudio.com or use our contact form to report the issue.
Return Shipping
The return shipping cost will be borne by the customer. All returns must be received within 20 days after the request is granted.
Delivery challenges and non-delivery
We work with various postal systems to complete delivery of your orders. In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions we can take to help resolve the issue including contacting the postal service and opening a case with them.
Wrong Address provided on an order
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our printing facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Missing package that shows as delivered
In the case of a package that shows as delivered, confirmed by the tracking number, the proper course of action will be for Salley Knight Studio on Squam to open a claim with the postal system on your behalf. We do not remake orders that show as delivered. We will work with you on a case by case basis to resolve your specific situation.
Enhanced shipping options and insurance
If your address historically has non-delivery issues, contact us to request your package be delivered with a signature or with other special instructions. Additional fees may apply depending on your request.
We ship all packages with the standard insurance included in the base price of the service and the amount of insurance varies with each postal system. If you would like to increase the insurance amount on your package, contact us for the additional cost.
Cases when an order is refundable.
Orders are refundable when, but not limited to the following situations:
- Salley Knight Studio on Squam is unable to produce part or all of your order due to a limitation of our manufacturing equipment
- You request a change or cancellation to the order and the order has not started production. Within 10 hours of placing an order, you can cancel an order yourself from your account.
- An order is deemed to have a manufacturing defect as determined on a case-by-case basis.