Refund policy
Refund, Return & Cancellation Policy
At West Hill Painted & Poured, we reserve the right to review and determine the eligibility of refund, return, or exchange requests in accordance with our store policies and applicable law. Refunds, returns or exchanges may be offered at our discretion depending on case-by-case circumstances, especially in the event of damaged, defective, or incorrect items.
Our pieces are handmade with care and, in many cases, made to order based on your selections. Because each item is handmade, the final product may have slight variations in color, pattern, and placement of pigment, marbling, beaded or hand-painted components compared to swatches and item photos. Some colors may appear to have slight variations in person due to lighting, photography and screen settings. These variations will not be considered legitimate reasons for a return, refund or exchange.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an item that is different from what you ordered, please contact us within 7 business days at contact@westhillpaintedpoured.com. Please include your order number and clear photos of the item and its packaging so we can review the issue and determine an appropriate resolution.
Changes or Cancellations
Ready-to-ship items are eligible for cancellation up to the point of order fulfillment. During this eligibility window, orders can be cancelled via order confirmation invoice that is sent to the email address provided during checkout. Please note that because these items are ready-to-ship, an order containing no quick-process or made-to-order items may be fulfilled immediately after an order is placed.
Quick-process and made-to-order items are not eligible for cancellation. If you need to make a change to your item selections, please be sure to contact us within 24 hours via email at contact@westhillpaintedpoured.com; include your order number and a description of your requested changes for our review. We cannot guarantee that changes or cancellations can be made once these items have entered production. Please note that any changes requested and accepted for quick-process or made-to-order items may extend production timeline and delay delivery; by requesting such changes, you acknowledge and accept that additional processing time may delay your estimated delivery.
Non-Returnable Items
Custom orders or personalized items are not eligible for refund, return or exchange. We do not accept returns, refunds or exchanges for reasons including, but not limited to:
- Incorrect selection of color, design, or other custom options by the customer.
- Item differs from customer expectation of color, design placement, or other variations that will occur with handmade production.
- Customer fails to contact West Hill Painted & Poured providing photos of items and packaging to report damaged, defective or incorrect items within 7 business days of delivery.
- Customer fails to cancel eligible orders prior to fulfillment.
- Customer fails to contact West Hill Painted & Poured to request changes or cancellations for eligible items within 24 hours of order submission.
We encourage you to carefully review product descriptions, photos, sizing information, and customization selections before placing your order. If you have questions regarding product design or specifications before ordering, please contact us at contact@westhillpaintedpoured.com and we will be happy to provide additional information or guidance.
Shipping Costs
Original shipping charges are non-refundable unless otherwise determined appropriate resolution or required by applicable law.
If a return or exchange is approved, we will cover any additional shipping costs associated with returning the item and/or shipping a replacement.
Please contact us at contact@westhillpaintedpoured.com with additional questions regarding our Refund, Return & Cancellation Policy.