Refund policy
Return & Refund Policy
Last updated: 24 June 2026
At AxeHouseCraft, we want every customer to have a clear and transparent shopping experience. This Return & Refund Policy explains when returns, refunds, exchanges, and cancellations may be accepted.
By placing an order on our website, you acknowledge and accept the terms described below.
Nothing in this policy limits your statutory consumer rights under applicable law.
Our 30-Day Return Policy
We offer a voluntary 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible under our voluntary 30-day return policy, the item must be unused, complete, in the same condition that you received it, 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 use your customer account at:
https://account.axehousecraft.com
You may also contact us at:
Items sent back to us without first requesting return instructions may not be accepted or may experience processing delays.
Order Cancellations Before Production or Fulfilment
If you wish to cancel an order, please contact us as soon as possible through your customer account or by email at:
For most on-demand products, including many diamond paintings, we usually review and process orders before submitting them to production. In normal circumstances, orders may be reviewed for approximately 24 to 48 hours before being sent to our supplier or production partner. Depending on payment capture, order volume, supplier schedules, weekends, holidays, and operational requirements, an order may be submitted to production within approximately 2 to 4 business days after the order is placed.
This timing is an operational estimate and is not a guaranteed cancellation period.
Cancellation requests made before an order has been processed, submitted to production, prepared for shipment, or shipped are more likely to be accepted.
Once an order has been processed, submitted to our supplier, entered production, prepared for shipment, or shipped, we may be unable to cancel the order before dispatch.
This does not affect any statutory right of withdrawal that may apply after delivery.
Custom-made, personalised, or made-to-customer-specification products may be excluded from cancellation or return rights where permitted by applicable law.
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, warehouse, and origin of the shipment. In some cases, returns may need to be sent to our supplier or warehouse.
Customers must start the return request first through their customer account or by contacting us before sending any item back.
Return Shipping Costs
Customers are responsible for the direct cost of returning items unless the return is due to an error on our side, such as receiving the wrong item, a damaged item, an incomplete item, or a confirmed defective product.
We strongly recommend using a tracked shipping service when returning an item. AxeHouseCraft is not responsible for returns lost or damaged in transit.
For approved statutory returns under the European Union 14-day cooling-off period, the customer is responsible for the direct return shipping cost unless otherwise required by applicable law or unless AxeHouseCraft has agreed to cover it.
Original Shipping Costs
For standard voluntary returns outside statutory withdrawal rights, original shipping costs are non-refundable unless the return is caused by an error from AxeHouseCraft or unless required by applicable law.
For eligible returns under the European Union 14-day cooling-off period, we will refund the original standard delivery cost paid at checkout.
If you selected a more expensive delivery option than the least expensive standard delivery method offered, we are not required to refund the additional delivery cost.
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 as soon as possible at:
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, repair, or another suitable solution.
Return shipping costs for confirmed defective, damaged, incorrect, or incomplete items will be covered by AxeHouseCraft where required by applicable law.
On-Demand & China Warehouse Products
Some of our products, including many diamond paintings, may be produced on demand and shipped from our supplier in China, referred to on our website as our China Warehouse.
On-demand means the product may only be produced after an order is placed. This allows us to offer a wider range of designs while avoiding unnecessary overproduction.
Because these products may enter production specifically after an order is placed, cancellation requests can only be accepted if the order has not yet been processed, submitted to our supplier, entered production, prepared for shipment, or shipped.
Once production or fulfilment has started, we may be unable to cancel the order before dispatch.
However, this does not affect any statutory right of withdrawal that may apply after delivery.
Standard catalogue on-demand products are not automatically considered personalised simply because they are produced after an order is placed.
Custom-made, personalised, or made-to-customer-specification products may be excluded from cancellation or return rights where permitted by applicable law.
Custom-Made, Personalised & Made-to-Customer-Specification Products
Some products may be custom-made, personalised, or made according to the customer’s specific request or specifications.
This may include, but is not limited to:
Custom diamond paintings created from a customer’s own image
Products containing a customer’s name, text, message, or personal details
Products created with specific customer-requested changes
Special sizing or specifications requested by the customer
Products clearly made for an individual customer and not part of our standard catalogue
For custom-made, personalised, or made-to-customer-specification products, cancellations, returns, and refunds are not accepted once the order has been confirmed, submitted to production, personalised, or made, except where the item is defective, damaged, incomplete, or incorrect due to an error on our side.
By placing an order for a custom-made, personalised, or made-to-customer-specification product, the customer acknowledges that the product is made specifically for them and may not benefit from the standard right of withdrawal where permitted by applicable law.
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, incomplete, or incorrect due to an error on our side.
Non-Returnable Items
Certain items cannot be returned where permitted by applicable law, including:
Custom-made or personalised products
Products made to a customer’s specific request or specification
Used items or items returned in a condition beyond what is necessary to inspect them
Items not returned complete or in their original condition
Sealed goods that are not suitable for return for health protection or hygiene reasons, if unsealed after delivery
Digital products or downloadable content, once access or download has started with the customer’s consent
Gift cards
Perishable goods or items that expire rapidly, where applicable
Sale, clearance, or final-sale items may be excluded from our voluntary 30-day return policy where permitted by law. This does not limit any statutory rights you may have, including the European Union 14-day cooling-off period where it applies.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel your order within 14 days, for any reason and without justification.
For goods, the 14-day period starts on the day you, or a third party indicated by you, receives the goods.
If your order contains multiple items delivered separately, the 14-day period starts on the day you, or a third party indicated by you, receives the last item.
To exercise your right of withdrawal, you must inform us before the 14-day period expires. You can do this through your customer account at:
https://account.axehousecraft.com
You may also contact us by email at:
After informing us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days from the day you communicated your decision to withdraw.
Returned items must be complete and returned in the same condition in which you received them. You may inspect the item as you would normally do in a shop, but you may be responsible for any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics, and functioning.
The European Union 14-day cooling-off period may not apply to certain products, including custom-made, personalised, made-to-customer-specification products, sealed hygiene products unsealed after delivery, digital products accessed with consent, and other exceptions allowed by applicable law.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved or refused.
For approved voluntary returns, refunds will be processed to the original payment method within 14 days after we receive and inspect the returned item.
For eligible European Union statutory withdrawals, we will reimburse the eligible payment amount within 14 days from the day we are informed of your decision to withdraw.
We may withhold the reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever happens first.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
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 confirmed your refund was processed, please contact us at:
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.
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, customs charges, and any other non-recoverable costs may be deducted from any refund where permitted by applicable law.
Customs, Import Fees & Taxes
International customers are responsible for any customs fees, import duties, taxes, or additional charges imposed by local authorities.
AxeHouseCraft is not responsible for delays, returns, or additional costs caused by customs processing or unpaid import charges.
How to Start a Return, Cancellation, or Withdrawal Request
To start a return, refund, cancellation, or withdrawal request, please use your customer account at:
https://account.axehousecraft.com
You may also contact us at:
Please include your order number, full name, email address used at checkout, and any relevant photos or information.
Optional EU Withdrawal Form
You may use the form below if you wish to withdraw from your order under the European Union 14-day cooling-off period, but it is not mandatory.
To: AxeHouseCraft
Email: axehousecraft@thinklater.shop
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Date:
AxeHouseCraft appreciates your understanding and cooperation.