Politique de remboursement

Return & Refund Policy

At AxeHouseCraft, we want every customer to have a clear and transparent shopping experience. This Return & Refund Policy explains when returns, refunds, and exchanges may be accepted.

By placing an order on our website, you acknowledge and accept the terms described below.

1. 30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it: unused, unopened where applicable, complete, with all accessories included, and in its original packaging.

You will also need to provide proof of purchase, such as your order number, receipt, or confirmation email.

To start a return, please contact us at:

axehousecraft@thinklater.shop

Items sent back to us without first requesting and receiving return approval will not be accepted.

2. Return Instructions

If your return request is accepted, we will provide instructions on how and where to send your package.

The return address may vary depending on the product type, supplier, and origin of the shipment. In some cases, returns may need to be sent to our supplier or warehouse.

Customers must contact us first at axehousecraft@thinklater.shop before sending any item back.

Items sent back without prior approval and return instructions will not be accepted.

3. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to an error on our side, such as receiving the wrong item or a confirmed defective product.

Original shipping costs are non-refundable, unless required by applicable law or unless the return is caused by an error from AxeHouseCraft.

We strongly recommend using a tracked shipping service when returning an item. AxeHouseCraft is not responsible for returns lost or damaged in transit.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is defective, damaged, incomplete, or if you received the wrong item, please contact us immediately at:

axehousecraft@thinklater.shop

Please include your order number, a clear description of the issue, and photos or videos showing the problem.

We will review the situation and, where appropriate, offer a replacement, refund, store credit, or another suitable solution.

5. On-Demand & China Warehouse Products

Most of our diamond paintings are produced on demand and shipped from our supplier in China, referred to on our website as our China Warehouse.

Because these products are produced after the order is placed, cancellations and refunds are not possible once the order has been submitted to our supplier and/or entered production.

However, after delivery, customers may still request a return within the applicable return period, provided the item is unused, complete, in its original packaging, and eligible for return under this policy.

6. Ready to Ship Products

Products marked as Ready to Ship are already in stock with AxeHouseCraft in Portugal and are shipped directly by us.

Ready to Ship products may be returned within 30 days after delivery, provided they are unused, complete, and in their original packaging.

Return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrect due to an error on our side.

7. Non-Returnable Items

Certain items cannot be returned, including:

Custom-made or personalised products
Products made to a customer’s specific request
Used or opened items that cannot be resold
Items not returned in their original condition
Digital products or downloadable content
Gift cards
Sale, clearance, or final-sale items, unless required by applicable law

If you are unsure whether your item is eligible for return, please contact us before sending it back.

8. Exchanges

We do not guarantee direct exchanges.

The fastest way to receive a different item is to request a return for the original item. Once the return is accepted, you may place a new order for the item you want.

9. European Union 14-Day Cooling-Off Period

If your order is being shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days after receiving it, for any reason and without justification.

To be eligible, the item must be unused, complete, and returned in the same condition that you received it, with its original packaging and proof of purchase.

Please note that this right may not apply to certain products, including custom-made, personalised, or made-to-order items, where exceptions are allowed by applicable law.

10. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved or refused.

If approved, the refund will be processed to the original payment method within 10 business days.

Please remember that it may take additional time for your bank, card provider, or payment platform to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund, please contact us at:

axehousecraft@thinklater.shop

11. Refused, Unclaimed, or Returned Orders

If an order is refused, not collected, returned due to an incorrect address, unpaid customs fees, failed delivery attempts, or lack of response from the customer, the order will not automatically qualify for a full refund.

In these cases, refund eligibility will be reviewed individually. Shipping costs, return costs, supplier fees, production costs, and any other non-recoverable costs may be deducted from any refund where applicable.