RETURN AND REFUND POLICY
Last Updated: January 6, 2026
At Hagen Heights Design Co., we take pride in creating handcrafted, artisan-quality products. Because each piece is uniquely made by our family of artisans, most items are final sale. Please read this policy carefully before making your purchase.
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1. POLICY OVERVIEW
IMPORTANT: All products sold by Hagen Heights Design Co. are FINAL SALE and NON-REFUNDABLE, with the ONLY exception being apparel items, which may be returned within 30 days under specific conditions outlined below.
This final sale policy applies to:
- Handcrafted wooden vases and bowls
- Dried floral arrangements
- Stained glass art pieces
- Tote bags
- Canvas prints
- Custom and commissioned pieces
- All other non-apparel products
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2. WHY FINAL SALE?
Our products are final sale because:
A. Handcrafted Nature
- Each piece is individually handcrafted by our artisan family
- Wooden pieces feature unique grain patterns, natural variations, and character
- Dried florals are carefully curated and arranged by hand
- Stained glass pieces are one-of-a-kind artistic creations
- These are not mass-produced items
B. Natural Materials
- Wood, dried botanicals, and glass are natural materials with inherent variations
- Each piece has its own personality and characteristics
- Natural variations are part of the beauty and authenticity of handmade goods
C. Time and Craftsmanship
- Each piece requires significant time, skill, and artistry to create
- Once purchased, these pieces cannot be resold as new
- Custom work is specifically created to your specifications
D. Business Sustainability
- As a small family business, returns would impact our ability to continue creating
- Final sale allows us to price items fairly while sustaining our craft
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3. APPAREL RETURNS (30-DAY POLICY)
Apparel items (clothing only) may be returned within 30 days of delivery if they meet all return requirements.
A. Eligible Apparel Items
- T-shirts
- Sweatshirts/hoodies
- Jackets
- Hats (if unworn and tags attached)
- Other clothing items
B. Return Requirements
ALL of the following conditions must be met:
✓ Item must be unworn
✓ Item must be unwashed
✓ Item must have original tags attached
✓ Item must be in original packaging (if applicable)
✓ Item must show no signs of wear, use, or alteration
✓ Return must be initiated within 30 days of delivery date
✓ Item must be in resalable condition
C. Non-Returnable Apparel
Apparel items CANNOT be returned if:
- Tags have been removed
- Item has been worn, washed, or altered
- Item shows any signs of use (odors, stains, pet hair, etc.)
- More than 30 days have passed since delivery
- Item was marked as final sale or clearance
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4. HOW TO RETURN APPAREL
If your apparel item meets all return requirements outlined in Section 3:
Step 1: Contact Us
- Email hagenheights@hotmail.com within 30 days of delivery
- Include your order number
- Specify the item(s) you wish to return
- State the reason for return
Step 2: Receive Return Authorization
- We will review your request within 2 business days
- If approved, we will provide return instructions
- You will receive a Return Authorization Number
- Returns without authorization may not be processed
Step 3: Package Item Securely
- Place item in original packaging if available
- Ensure all tags are attached
- Include a note with your order number and Return Authorization Number
- Package securely to prevent damage during return shipping
Step 4: Ship Item Back
- You are responsible for return shipping costs
- Use a trackable shipping method (USPS, UPS, FedEx)
- We recommend purchasing shipping insurance
- Keep your tracking number for reference
- Ship to the address provided in your return authorization
Step 5: Receive Refund
- We will inspect the returned item upon receipt
- If item meets all return requirements, refund will be processed
- Refunds are issued within 5-10 business days of receiving the returned item
- You will receive email confirmation when refund is processed
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5. REFUND DETAILS FOR APPAREL
A. Refund Amount
- Refunds include only the purchase price of the item
- Original shipping costs are NOT refunded
- Return shipping costs paid by customer are NOT refunded
- Refund does not include any promotional discounts that applied to the order
B. Refund Method
- Refunds are issued to the original payment method used for purchase
- Credit card refunds may take 3-7 additional business days to appear on your statement
- We cannot issue refunds to a different payment method
C. Partial Refunds
Partial refunds may be issued if:
- Item is returned without original tags (25% restocking fee)
- Item shows minor signs of wear (up to 50% deduction)
- Packaging is damaged or missing
D. No Refund Scenarios
No refund will be issued if:
- Item does not meet return requirements
- Return is received after 30 days
- Item was not purchased from Hagen Heights Design Co.
- Item appears to have been worn or washed
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6. EXCHANGES
WE DO NOT OFFER EXCHANGES.
If you would like a different size, color, or style:
- Return the original item (if apparel and within 30 days)
- Receive your refund
- Place a new order for the desired item
This ensures you receive your new item faster and guarantees availability.
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7. DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective item, we will make it right.
A. What Qualifies as Damaged/Defective
- Item arrives broken or cracked
- Significant damage occurred during shipping
- Item has manufacturing defects that affect functionality
- Item is materially different from what was ordered
B. What Does NOT Qualify
- Natural variations in handcrafted items (wood grain, color variations)
- Minor imperfections that are characteristic of handmade goods
- Dried florals that have minor shedding (this is normal)
- Color differences due to monitor/screen settings
- Personal preference or change of mind
C. Reporting Damage
You MUST report damage within 48 hours of delivery:
- Email hagenheights@hotmail.com immediately
- Include your order number
- Provide clear photos showing:
- Damaged packaging (exterior)
- Damaged item (multiple angles)
- Any protective packaging inside
- Describe the damage in detail
D. Resolution for Damaged Items
After reviewing your photos and description, we will:
- Offer a replacement of the same item (if available)
- Offer a refund of the purchase price
- Offer store credit for future purchase
For damaged items, we may provide a prepaid return shipping label at our discretion.
E. Late Damage Reports
- Damage reports received after 48 hours may not be honored
- Once signed for, you accept responsibility for inspecting the package
- Carriers typically only accept damage claims within 48 hours
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8. CUSTOM AND COMMISSIONED WORK
Custom and commissioned pieces are FINAL SALE with NO exceptions.
A. Why Custom Work is Non-Refundable
- Custom pieces are made specifically to your specifications
- These pieces cannot be resold
- Materials and time have been invested specifically for your order
- You have opportunity to review and approve designs before production
B. Design Approval Process
- You will review and approve designs/mockups before we begin
- Changes after approval may incur additional fees
- Final approval is your responsibility
- Once approved and production begins, no refunds or cancellations
C. Quality Guarantee
- Custom work will be completed to the specifications you approved
- If the finished piece does not match approved specifications, we will make it right
- Contact us within 48 hours of delivery with photos and concerns
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9. THE SUMMIT MEMBERSHIP
A. Membership Fees
- Annual membership fees are NON-REFUNDABLE
- No partial refunds for mid-year cancellations
- Access continues through your current billing period upon cancellation
B. Cancellation
- Members may cancel anytime through account settings or by emailing us
- Cancellation takes effect at the end of your current billing period
- Must cancel at least 24 hours before renewal date to avoid next year's charge
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10. INCORRECT ITEMS RECEIVED
If you receive the wrong item:
A. Reporting
- Contact us within 48 hours at hagenheights@hotmail.com
- Provide your order number
- Include photos of the item received
- Describe what you ordered vs. what you received
B. Resolution
We will:
- Send you the correct item at no additional cost
- Provide a prepaid return label for the incorrect item
- Process the exchange as quickly as possible
This policy only applies to verified shipping errors by Hagen Heights Design Co.
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11. BUYER'S REMORSE / CHANGE OF MIND
We understand that sometimes you may change your mind, but please note:
- All non-apparel items are FINAL SALE
- We cannot accept returns due to change of mind
- Please review product descriptions, photos, and measurements carefully before purchasing
- Contact us before purchasing if you have questions
For apparel only: You may return within 30 days if item meets all return requirements (unworn, tags attached, original condition).
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12. CANCELLATIONS
A. Before Processing
- Orders may be cancelled if you contact us immediately after placing order
- Email hagenheights@hotmail.com with your order number
- If processing has already begun, cancellation may not be possible
- Custom orders cannot be cancelled once production begins
B. After Processing/Shipping
- Orders cannot be cancelled once shipped
- All items except apparel are final sale upon delivery
- You may refuse delivery, but shipping costs are non-refundable
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13. STORE CREDIT
A. When Offered
Store credit may be offered in lieu of refunds for:
- Damaged items (if you prefer credit over replacement)
- Special circumstances at our discretion
- Promotional returns
B. Store Credit Terms
- Store credit never expires
- Store credit is non-transferable
- Store credit can be used for any products on our website
- Store credit cannot be redeemed for cash
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14. REFUND PROCESSING TIME
A. Timeline
- Returns must be received at our location
- Inspection occurs within 2-3 business days of receipt
- Refunds process within 5-10 business days after approval
- Total time from shipping return to refund: 10-20 business days
B. Email Confirmation
- You will receive email confirmation when return is received
- You will receive email confirmation when refund is processed
- Check spam/junk folders for these emails
C. Bank/Card Processing
- Credit card refunds appear in 3-7 additional business days
- Bank transfer timing varies by financial institution
- Contact your bank if refund doesn't appear after 30 days
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15. RETURN SHIPPING RESPONSIBILITY
A. Customer Pays Return Shipping
For apparel returns:
- Customer is responsible for all return shipping costs
- Return shipping costs are NOT refundable
- Use trackable shipping method
- We recommend purchasing insurance for valuable items
B. We Pay Return Shipping
We provide prepaid return labels only for:
- Items damaged in transit (verified with photos within 48 hours)
- Incorrect items shipped by our error
- Defective items (at our discretion)
C. Lost Returns
- Customer assumes risk of loss during return shipping
- Use trackable shipping to protect yourself
- We are not responsible for returns lost by carriers
- Keep tracking information until refund is received
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16. UNDERSTANDING HANDCRAFTED PRODUCTS
Before purchasing, please understand:
A. Natural Variations
- Wood grain, color, and texture vary naturally
- Dried florals may have different flower compositions based on availability
- Stained glass colors may appear slightly different than photos
- No two handcrafted pieces are identical
B. Not Considered Defects
- Wood knots, grain patterns, and color variations
- Minor dried floral shedding
- Slight size variations (within 1/4 inch)
- Color variations due to natural materials or photography
- Small imperfections that are characteristic of handmade items
C. Photos and Descriptions
- We strive for accurate product photos and descriptions
- Colors may vary due to monitor settings and lighting
- Photos may show multiple angles but cannot capture every detail
- Read descriptions carefully before purchasing
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17. RESTOCKING FEES
We reserve the right to apply restocking fees for:
- Apparel returns without original tags: 25% restocking fee
- Apparel with signs of wear: Up to 50% deduction
- Items returned outside of policy guidelines
- Excessive returns or suspected abuse of return policy
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18. FREQUENTLY ASKED QUESTIONS
Q: Can I return a wooden vase if I don't like the wood grain?
A: No. All wooden pieces are final sale. Natural wood variations are part of the beauty of handcrafted items.
Q: My dried floral arrangement is shedding. Can I return it?
A: No. Minor shedding of dried florals is natural and expected. This is not a defect.
Q: Can I exchange my t-shirt for a different size?
A: We don't offer exchanges. Return the original (if it meets all requirements) and place a new order for the size you need.
Q: I changed my mind about my stained glass piece. Can I return it?
A: No. All stained glass pieces are final sale with no exceptions.
Q: My package arrived damaged. What do I do?
A: Contact us within 48 hours at hagenheights@hotmail.com with photos of the damaged package and item. We'll make it right.
Q: Can I cancel my custom order?
A: Custom orders cannot be cancelled once production begins. Contact us immediately if you need to cancel.
Q: How long do I have to return apparel?
A: 30 days from delivery date, and the item must be unworn with original tags attached.
Q: Who pays for return shipping?
A: Customer pays for all apparel return shipping. We only provide prepaid labels for damaged items or our shipping errors.
Q: Can I return an item I bought at an art show?
A: Art show purchases follow the same policy. Contact us at hagenheights@hotmail.com.
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19. POLICY UPDATES
We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective upon posting with an updated "Last Updated" date. Your purchase after changes constitutes acceptance of the updated policy.
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20. CONTACT INFORMATION
For return requests, questions, or concerns:
Hagen Heights Design Co.
Email: hagenheights@hotmail.com
Please include your order number in all correspondence.
We respond to return inquiries within 1-2 business days.
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POLICY SUMMARY:
✗ Wooden vases and bowls: FINAL SALE
✗ Dried floral arrangements: FINAL SALE
✗ Stained glass art: FINAL SALE
✗ Tote bags: FINAL SALE
✗ Canvas prints: FINAL SALE
✗ Custom/commissioned work: FINAL SALE
✓ Apparel only: 30-day return (unworn, tags attached, customer pays shipping)
• Report damaged items within 48 hours
• Customer pays return shipping for apparel
• Original shipping costs never refunded
• No exchanges offered
• Refunds to original payment method only
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IMPORTANT: Please review product descriptions, measurements, and photos carefully before purchasing. Our handcrafted items are made with care and love by our family of artisans, and most items cannot be returned.
Thank you for supporting small business and handcrafted American artistry.
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By making a purchase from Hagen Heights Design Co., you acknowledge that you have read, understood, and agree to this Return and Refund Policy.