Refund policy

Returns & Exchanges

Because each product is uniquely handcrafted and custom-made specifically for you, we are unable to accept returns or exchanges for change-of-mind reasons. Minor variations in texture, color, or finish are natural characteristics of handmade craftsmanship and are not considered defects.

• Damages and Issues: Please inspect your order upon arrival. If the item is damaged in transit or incorrect, contact us at support@makenvy.com within 48 hours of delivery with clear photos/videos of the item, the issue, and the shipping label on the packaging.

• Adjustment & Modifications: Requests for minor adjustments must be submitted within 7 days of delivery. The customer is responsible for two-way trackable postage and return transit risks. Major redesigns will incur additional material/labor fees quoted prior to crafting.

 

Order Cancellations & Modifications

Because our artisans begin sourcing materials and planning your custom layout shortly after order confirmation, strict modification and cancellation windows apply:

• Within 24 Hours of Ordering: You may request design modifications (such as changing details) or cancel your order. Cancellations made within this 24-hour window are subject to a 10% cancellation fee to cover non-refundable credit card/payment gateway processing fees and administrative costs. Refunds will be processed to the original payment method within 3–7 business days.

• After 24 Hours: Once crafting and curing have commenced (24 hours after purchase), orders cannot be modified, canceled, or refunded.

• Design Proofs (if applicable): If a digital proof is sent, please review and reply within 48 hours. If no response is received within 48 hours, the proof will be considered auto-approved, and production will proceed as presented to avoid production delays.

Thank you for your understanding and for supporting our handcrafted studio process!

CONTACT INFORMATION

Have a question about your custom design, shipping and delivery, or order status? Our dedicated customer care team is here to assist you. 

We respond to all inquiries within 12–24 hours. Reach out anytime through your preferred channel:

• WhatsApp: +86 158 9006 2873 (Recommended for custom design inquiries)
• Messenger: facebook.com/messages
• Email: support@makenvy.com