Waterhawk Creations return policy
Why no refunds?
Our customers satisfaction is always our top priority. We so appreciate that you are considering our work to be a part of your life or as a gift for someone you care about. We understand that 99.9% of ecommerce websites have a 100% refund policy. Our very small company of two has after years of doing outdoor retail art shows, festivals and an ecommerce business, has learned at lot and thus we've created this policy from experience. Live and learn right?
Waterhawk Creations takes great care in displaying and describing our work in our web shop. Being that each piece takes us a long time to create by hand, and there is not another exactly like it, the photo is the best representation of the art piece. Our description has details of everything on the piece. What you see and read is exactly what you purchase. And because we appreciate all of our customers support of our work, our policy includes a 3 day leeway to cancel your order. Contact us immediately at firstname.lastname@example.org otherwise after the 3rd day your order will be fulfilled and fall under our exchange policy.
We have a 7 day exchange only policy, which means you have 7 days after receiving your piece to request an exchange by email. We want you to be happy and will work out the best possible outcome. To start an exchange, you can contact us at email@example.com If your exchange request meets the 7 day policy you will receive instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. Being we offer USPS priority and insured, free shipping with every purchase, if you are not happy with the purchase, exchange shipping is the buyers responsibility. We do not have any restocking fees.
To be eligible for an exchange or gift card, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Upon receiving the piece back we will check it, making sure it is in the same condition as it left us. Once the piece is accepted as a valid exchange, we will quickly contact you with the next step. The sooner you reply with a choice the sooner you will be happy with the outcome. Again you have a choice of either picking an item of equal value or a gift card with the value of the purchased item to be used how and when you like. Being each piece is a one and only, it can not be exactly replaced. We may be able to create a similar piece, but there can be no promises because of availability of materials.
Damages and issues
We take an immense amount of care packaging our work for shipping. Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right asap. Each piece is fully insured for the price of purchase. If it was damaged in transit, USPS will require all the shipping packaging and the item for an insurance claim. We have used USPS for decades due to the care they take with our packages. In the 30 years of working with USPS there have been only three shipping damage claims to USPS that needed to be filed. Plus the fair and expedited process of insurance claims is why we use this service. USPS insurance brokers can immediately tell if the piece was damaged while in the shipping process. Starting a claim is the responsibility of our buyer. Unfortunately this is USPS policy not ours. Our apologies for this inconvenience and understand the time it takes out of your day. Pease let us know as soon as you have filed a claim with any information USPS has given you. This way we can follow the process and assist you if need be.
Waterhawk Creations takes an immense amount of pride in our craftsmanship and quality of our products. We guarantee our pieces free of craftsmanship defects. Some of the crystals may have natural inclusions, fractures and small chips in some places, but there will be nothing that would detract from its beauty, durability, or its use.
To be honest we have had only a couple of claims of defective issues with our work over the years. They were fixed promptly and to our customers 100% satisfaction. We can immediately tell if the issue was caused by our craftsmanship. We are not above oversight. Each piece is checked many times over, making sure it's perfect. Things happen, right?
If by chance, there is any issues with the piece, email us promptly with your concern along with a photo. As long as there is no reasonable doubt that the defect is on us, we will immediately work with you to make you happy. We aim to be of service to all of our customers. You come first.
Exceptions / non-returnable items
Certain types of items cannot be exchanged, like custom products (such as special orders or personalized items), gift cards and final sale items, which will always be clearly stated on the product pages description.
Please get in touch if you have questions or concerns about your specific item. You can always contact us for any questions at firstname.lastname@example.org