Policies
Returns policy.
Last updated December 13, 2023
Frequently asked questions
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We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [creakyion@gmail.com](mailto:creakyion@gmail.com)!
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Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [creakyion@gmail.com](mailto:creakyion@gmail.com) with photos of wrong/damaged items, and we’ll sort that out for you.
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At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [creakyion@gmail.com](mailto:creakyion@gmail.com) within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one or issue a refund!
Returns Policy
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to the dispatch facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If the dispatch facility isn't used as the return address, you would become liable for any returned shipments you receive.
Address Issues
Wrong Address: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed: Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to yourself (if and as applicable).
No Registered Account: If you haven't registered an account and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Face Masks and Sealed Goods:
Creaky Ion does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Customer Returns:
It is best to contact Creaky Ion at [creakyion@gmail.com](mailto:creakyion@gmail.com) before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size.
EU Consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
The supply of goods that are made to the consumer's specifications or are clearly personalised.
Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore, Creaky Ion reserves rights to refuse returns at its sole discretion.
Policy Language and Interpretation:
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.