Returns & Refunds Policy
Thank you for choosing CreatePins for your custom enamel pins, keychains, coins, magnets, and more. We strive to deliver high-quality products crafted to your specifications. Due to the custom nature of our products, returns and refunds are carefully managed to ensure fairness, transparency, and satisfaction. For additional concerns or formal escalation, you can also visit our Customer Complaint page:
1 Eligibility for Returns & Refunds
1.1 Custom Products
Because most of our products are made specifically to your artwork and specifications, they are typically not eligible for standard returns or exchanges once production has begun. However, we understand that sometimes issues arise — especially with custom manufacturing — so quality-based remedies are available (see Section 2).
1.2 Proof of Purchase
To request any return, replacement, or refund, you must provide proof of purchase (order number or invoice). Requests without valid proof of purchase may be delayed or denied.
2 Quality Issues, Defects & Incorrect Orders
We inspect every order prior to shipment, but we know occasional errors happen. If your item arrives with a defect, damage, incorrect design, or issues affecting usability, here’s how CreatePins handles it:
2.1 Report Timeline
Notify us within 7 days of delivery with:
- Photos showing the defect or error
- Your order number
- A brief description of the issue
Late reports may not be eligible for remedy. If you feel your complaint isn’t resolved through regular quality resolution steps, you may escalate via our Customer Complaint page.
2.2 Resolution Options
Depending on the nature and severity of the issue, we may offer one or more of the following:
- 🛠 Free Remake / Replacement
If the product has a manufacturing defect, incorrect design, or quality issue that makes it unusable, we will remake your order at no extra charge and ship replacements to you. - 🎫 Credit or Discount for next orders
For issues that do not severely impact functionality but still cause inconvenience, we may offer store credit or a discount on your next purchase as a goodwill gesture. - 💵 Partial Refund
For minor defects where the pins are still functional but not to specification, we may offer a partial refund reflecting the issue’s impact on value. - 💯 Full Refund
In rare cases where remaking is not feasible or does not resolve the issue, we may issue a full refund for the affected items.
Understanding realistic production expectations, common tolerances, and the potential variations that may occur during manufacturing.
Custom Enamel Pin Production Expectations & Tolerances: Everything you need to know about normal handcrafted variation, quality classifications, corrective action standards, and how to set realistic expectations before your order begins.
3 Cancellation & Changes Before Production
You may cancel or modify an order any time before production begins.
Full Refund — Orders cancelled before production receive a full refund of all paid amounts.
Artwork Approval — If the artwork proof has not been approved by you, you may cancel at no charge.
Production begins once artwork is approved and workflow is initiated.
Note: Some rush or custom setup services may not be eligible for cancellation once processing has started.
If you are dissatisfied with how a cancellation or production issue was handled, you may raise your concern through our Customer Complaint page.
4 Non-Returnable Items
The following are generally not returnable or refundable unless affected by a verified defect:
- Custom-made or personalized items once production has begun
- Orders approved and already in manufacturing
- Items lost or damaged due to customer error (e.g., incorrect delivery address)
- Delivery delay due to carrier issues.
5 How to Submit a Request
Email us at hello@createpins.com
Subject your message: “Return/Refund Request – Order #[Your Order#]”
Include:
- – Order number or invoice
- – Photographs or Videos (if too many defects) of defect or issue
- – A short description of the problem and resolution requested
Our team will review and respond within 3–5 business days.
6 Refund Processing
Approved refunds will be issued via your original payment method. Refund times may vary depending on your payment provider and banking timelines.
7 Shipping Costs
For quality-related returns:
We may provide a prepaid shipping label at our discretion. If a defect is confirmed, return shipping is typically covered by us.
For non-defect related returns (very rare in custom items):
Return shipping may be the customer’s responsibility.
8 Questions & Support — and Complaints
👉 https://createpins.com/customer-complaint