Custom Products - All Sales Final
Due to the custom, made-to-order nature of our rhinestone products, we have a strict no refunds and no returns policy.
Each rhinestone transfer is produced specifically for your order based on your design and specifications. Once production begins, materials are cut and assembled uniquely for your order and cannot be resold or reused.
Order Cancellation
You may request to cancel an order under the following conditions:
- Before Production: If your order has not been sent to production, it can be cancelled on the same business day
- During Production: Once an order is in production, it cannot be cancelled, even if requested on the same business day
To request a cancellation, email contact@rhinely.com immediately with your order number.
Connected-Store Orders (Etsy, Shopify, etc.)
If you placed an order through a Rhinely seller's connected marketplace store, cancellation handling depends on production state:
- Before production starts: Cancellations on the source marketplace (Etsy, Shopify) automatically sync to Rhinely. The seller can cancel and refund through the marketplace's standard process. There is a short pending window (typically 30 minutes) between the seller's payment and our production start, designed specifically to give marketplace cancellations time to land before any materials are committed.
- After production starts: Your item has already been made. Refunds are at the seller's discretion under the source marketplace's buyer protection program, not Rhinely's.
- After shipping: Returns and refunds for shipped items follow the marketplace's policies. Contact the seller through the marketplace where you bought the item.
- Per-line cancellations: If only one item from a multi-item order is cancelled on the marketplace, that single line is detected automatically and only its fulfillment charge is refunded.
Refund Timing & Method
When a fulfillment charge is refunded, the refund is issued back to the original Stripe payment method. Stripe processing typically takes 3–5 business days to appear on the cardholder's statement after we issue the refund. Refund amounts mirror what was charged: a full refund for whole-order cancellations, or the per-line locked unit price multiplied by line quantity for per-line cancellations.
Replacement / Reprint Claims
For sellers using our connected-store fulfillment: within 30 days of an order shipping, you can file a replacement claim from the order page in your dashboard. Eligible reasons include:
- Defective product — print or stones flawed
- Wrong item shipped
- Damaged in shipping
- Buyer reports the order never arrived
We reprint and reship eligible claims at no additional charge to the seller. Claims filed after 30 days are reviewed case-by-case but are not guaranteed.
Stuck-Pending Auto-Cancellation
Connected-store fulfillment orders that remain in Pending for more than seven days without entering production are automatically cancelled and refunded to the seller's card. This is a safety net for orders that get forgotten or that we hold back for materials. Orders we have placed On Hold with a categorized reason are exempt from this timer because our team is actively working on them.
Damaged or Defective Items
While we do not accept returns or provide refunds, we want you to receive quality products. If your order arrives damaged or defective:
Reporting Requirements
- Contact us within 3 business days of delivery
- Email contact@rhinely.com with:
- Your order number
- Clear photographs showing the damage or defect
- A description of the issue
Resolution Process
We will review each claim on a case-by-case basis. If we determine there was a manufacturing defect or shipping damage that was our responsibility, we may offer:
- A replacement of the affected item(s)
- Other resolution at our discretion
What Is NOT Covered
- Issues not reported within 3 business days of delivery
- Damage caused by improper application of transfers
- Changes in preference or buyer's remorse
- Minor variations that are inherent to handcrafted products
- Issues caused by washing or wear after application
Lost Shipments
If your tracking shows your package as delivered but you did not receive it:
- Check with neighbors and household members
- Contact the shipping carrier directly
- Contact us within 3 business days if still unresolved
We are not responsible for packages marked as delivered by the carrier.
Digital Products
Digital products (design files, exports, etc.) are non-refundable once accessed or downloaded.
Subscription Cancellation
You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period. No refunds are provided for partial billing periods.
Questions
For questions about orders or issues, contact contact@rhinely.com.
