Refund policy
We want to make sure you're happy with your purchase. To ensure we can best assist, you must report any issues or problems with an order (including but not limited to missing, damaged, defective, wrong item, request for return) no later than 14 calendar days of delivery by emailing hello@ftccreative.com.
Retain all packaging including shipping labels and outer shipping cartons until you have confirmed your entire purchase has been received in good order.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), opened products, and products not in their original packaging. We also do not accept returns for hazardous materials, flammable liquids, or penetrating sealer. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
RefundsWe will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ftccreative.com.
Orders are considered non-refundable. Cancelling orders may not be possible and requests are handled on a case-by-case basis. We are unable to process cancellations once any part of an order has entered the shipping process (whether or not a shipping confirmation has yet been sent). FTC Creative, at our sole discretion, may authorize the cancellation of an unshipped order provided we are able to fully process the cancellation before it has entered the shipping process. Should a cancellation be accepted, cancelled orders are reimbursed in the form of a gift card / store credit. All gift cards are issued in United States Dollars (USD) and do not expire.
For orders that are successfully cancelled, you may request reimbursement to your payment card instead of a gift card, subject to a 10% processing fee (minimum $10 USD).
Distributor and/or wholesale orders are firm once placed, and may not be returned, cancelled, or refunded.
Returns
Returns are completed on a case-by-case basis at the sole discretion of FTC Creative wherein the product is unopened, unaltered, and in original resellable condition. If a return is granted by FTC Creative, you are responsible for all freight/shipping costs including any duties and/or taxes that may be applicable. Products shipped back to us without an authorized return are considered forfeited and will not be refunded or credited.
As shipping fees may, in some cases, be included in the cost of the product, the deduction for shipping on returns may exceed the amount paid for shipping at checkout at our sole discretion.
You may choose to have a return credited to a gift card (no expiration) or the original payment method on the order. There is no restocking fee for authorized returns only.
- Returns credited to a gift card will be less shipping fees (except in cases wherein the return relates to an order that has not entered the shipping process).
- Returns refunded to the original payment method will be less shipping fees and a processing fee of 10% which includes payment processing fees. In all cases, the minimum processing fee deducted from refunds is $10 in the currency of the order.
Please note that refusing a package at delivery does not constitute an authorized return. When packages are refused at delivery, the carrier charges additional return shipping fees that you will be responsible for. As shipments are often split into multiple boxes, we will examine refused merchandise when all boxes are safely received at our warehouse and issue a refund for the value of the returned merchandise, less shipping fees (both directions), credit card processing fees, and a 20% restocking fee (minimum restocking fee $10 USD). Processing of refused packages may take up to 30 business days.
Distributor and/or wholesale orders are firm once placed, and may not be returned, cancelled, or refunded.
In-Transit Damage, Loss, Theft and/or Pilferage
Retain all packaging including shipping labels and outer shipping cartons until you have confirmed your entire purchase has been received in good order. We are unable to process claims for damage or missing items if any packaging has been discarded.
For full details please see our Shipping Policy.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Claims for Defective Items
FTC Creative has stringent quality control processes in place to ensure the quality of the products we sell. Due to the nature of our products, results may vary based on individual technique, experience, and skill. Should you believe a product is defective, please contact us at hello@ftccreative.com to discuss. If we can ascertain that a product is in fact defective, we will offer a replacement or refund at our discretion. In cases where we are unable to determine whether or not a product is defective, if appropriate, we will provide a return shipping label for the product to be sent back to us. Upon receipt, the product will be inspected and quality tested. If we determine, at our sole discretion, that the product is in fact defective, you will be provided with a full refund of the order. If, at our sole discretion, we determine the product to be within quality specifications, you will have the option of a refund less shipping costs (both directions), or to have the product shipped back to you at an additional cost.
Exceptions / Non-returnable items
Sale items, pre-order items, backorder items, lengthened shipping items, and gift cards are final sale, are non-returnable, and are non-refundable.
Distributor and/or wholesale orders are firm once placed, and may not be returned, cancelled, or refunded.
Credit Card Disputes (“Chargebacks”)
Filing a dispute with a card issuer for an order that has been shipped and/or delivered is fraud. Chargeback fraud is theft.
We offer full insurance coverage against the loss, theft, and damage of your order provided that we are contacted within the period of time disclosed in our policies. By ordering from us, you agree to resolve any concerns directly with us. Customers who, in our sole discretion, engage in fraudulent chargeback activity will permanently be barred from future orders, will be excluded from participation in existing or future rewards program, and will forfeit, without compensation, any accrued reward points and/or coupons issued but not yet redeemed from such rewards programs.
