Return & Refund Policy

Return & Refund Policy

At Treasurehole.com, we are committed to creating a comfortable and well-pleasing shopping experience. Below are detailed instructions on how to process a return or exchange.

1. Customization Policy (Important)

Personalized/Custom-Made Items:
Because our products are custom-made specifically for you, we generally do not accept returns for personalized items unless the product is defective or damaged upon arrival.

Non-Custom Items:
Standard (non-personalized) items can be returned within 30 days of the delivery date in their original condition.

2. Return & Exchange Conditions

🟢 FULL COVERAGE (We pay for shipping)

If any of the following occur, we will cover the return postage fees and replacement fees:

  • We sent the wrong item or wrong size (different from what you ordered).
  • The product arrived damaged or defective.
  • The customization details do not match your order.
  • Serious quality issues exist in printing/embroidery.
  • Lost shipment (confirmed by carrier).

🟡 LIMITED COVERAGE (Customer pays for shipping)

If you wish to return an item for the following reasons, the customer is responsible for return shipping costs:

  • You chose the wrong size.
  • You changed your mind or personal taste.
  • The product is not suitable for you (fit issues).

3. Cancellation Policy

  • Unshipped Non-Custom Orders: Can be canceled for a full refund before shipping.
  • Unshipped Custom Orders: If production has started, a cancellation fee may apply to cover material/labor costs. You will not receive a full refund.
  • Shipped Orders: Orders cannot be canceled once shipped. You must wait to receive the package and then apply for a return.

4. Non-Refundable Items

We cannot accept returns for:

  • Items damaged by misuse, mishandling, or poor maintenance.
  • Items that have been washed, worn, or soiled.
  • Products exposed to corrosive chemicals (e.g., swimming pools, liquid silver polish).
  • Free gifts or promotional items included with the order.
  • Returns requested after 30 days from the delivery date.

5. How to Return (Step-by-Step)

  1. Contact Us: Email support@treasurehole.com with your Order Number and reason for return. (Do not return items without prior approval).
  2. Get Instructions: We will review your request and provide the correct Return Address. (Note: The address on the package is not the return address).
  3. Ship It: Pack the item securely in original packaging and ship it to the provided address.
  4. Refund/Exchange: Once received and inspected, we will process your refund or ship the replacement.

6. Refund Timeline

  • Once approved, refunds will be processed within 5–7 business days.
  • The funds will automatically be applied to your original payment method (Credit Card/PayPal/Klarna/Google Pay/Apple Pay, etc).
  • Please note: Banks may take an additional 5-10 business days to reflect the credit in your account statement.

Questions? Contact us at support@treasurehole.com.