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We want all of our customers to have a satisfying experience buying from BitsyBon. Please contact us if you have any issues and we will do our best to find a solution.
For custom made items, unfortunately there will be no refunds or exchanges unless there is an error on our part. Please double-check spelling and thread colours to ensure the item will be exactly as you want. If specifics are not given, we will use our discretion in creating your item.
Because colours can display differently depending on your screen settings, a slight variation in colour from your mock up design and actual embroidery is possible. This is not an error on our part (unless you selected “red” and we embroidered “orange”) and no refunds or credits will be given.
If a correction is necessary after production is complete and we are able to remove the embroidery, there will be a fee of CAD $20 plus shipping.
Please report any errors or defect in products within 10 days of receiving your order and we will ensure the item is replaced to your satisfaction.
Note that we cannot be held responsible for lost or damaged items during transit. This includes items where a shipping method without a tracking number was chosen.