Refund policy


Refunds & Returns Policy:



All Sales Are Final


Thank you for shopping with us. Please note that all sales are final, and we do not offer refunds, returns, or exchanges under any circumstances.


We encourage you to carefully review your order before completing your purchase. If you have any questions about a product prior to purchase, feel free to contact us — we’re happy to help clarify any details.


Exceptions

The only exception to this policy is if you receive a damaged or defective item. In such cases, you must contact us within 14 days of delivery with clear photos and a description of the issue. We will assess the situation and offer a replacement if appropriate.

 

 

 

🛍️ Important Tumbler Information: 

Please note: All tumblers are handmade. Because of this, each tumbler will have a seam that may not be perfectly aligned. These slight variations are a natural part of the handmade process and are not considered defects.




🚚 

Damaged During Shipping



We take great care in packing your order, but sometimes accidents happen during delivery.

If your tumbler or lid arrives damaged:


  • Contact us within 3 days of delivery
  • Send us a photo of the damage and the packaging



All you need to do is print out and hand sign a waiver that I will send you via email, which then needs to be photographed and sent back to me at serpentcreationsco@gmail.com. This is so we can file a claim for the damaged item with Shopify.

After this is accepted by Shopify, we’ll replace the damaged part at no cost to you, and we’ll handle the courier claim on our end.





🕒 

Lid Cracked Over Time



We know you love your tumbler and use it often — and wear and tear can happen.


  • If your lid cracks within 60 days of purchase due to a manufacturing issue, we’ll send you a replacement lid for free.
  • If it’s been more than 60 days, we offer affordable replacement lids so you can keep enjoying your tumbler for years to come.
  • Just get in touch and we’ll help you out!

 

We care about your experience and stand behind our products. If you’re ever unsure or have a question, reach out — we’re always happy to help!


Contact Us

If you believe you’ve received a defective product or have any concerns, please reach out to us at ladeana@serpentcreations.co.uk