Refund policy

REFUND POLICY

Welcome to Creations by Xochitl Hernandez. By placing an order through our website, you agree to the following REFUND terms and conditions. Please read them carefully.

1. Orders and Sales Policy

All sales are final. Due to the custom and handmade nature of our products, we do not accept returns, exchanges, or cancellations.

Please review all order details carefully before finalizing your purchase. This includes personalization information, product selections, and shipping details.

2. Personalized Orders

We take pride in the accuracy and quality of our personalized work.

If there is an error on a personalized item that was due to a mistake on our end “Creations by Xochitl Hernandez”, then we will make it right. Please contact us within 3 business days of receiving your item via email at creationsbyxochitlhernandez@gmail.com or phone at 972-885-7996. 

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

 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.

If the personalization error was due to incorrect information provided by the customer, we are not responsible for a replacement or refund.

You can always contact us for any return question at creationsbyxochitlhernandez@gmail.com.

3. Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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