Refund policy
Look, we get it. Sometimes things don't work out. We've all been there.
You've got 30 days from when your package arrives to decide if you want to return something. Just make sure the item is in the same condition you received it – unused, with all its original packaging and tags intact.
Important bit about the packaging: We heat-seal all our toys in their bags (keeps them pristine). Once that seal is broken, we have to consider the toy "used" and can't resell it. So please give your new friend(s) a thorough look through the window before you commit to opening it. Check the size, admire the colours, make sure it's exactly what you ordered.
If you just changed your mind? No problem, but please keep that bag sealed and we can sort you out with a return. If something's actually faulty though (manufacturing defect, arrived damaged, generally not behaving like it should), then obviously we'll handle that regardless of whether you've opened it. We're not monsters.
To start a return: Email us at sales@uncovercreations.com and we'll walk you through it.
Please don't just send stuff back without talking to us first – those packages end up in a confused pile in the corner of the office and nobody wants that.
Something Wrong With Your Order?
If your order shows up defective, damaged, or just… wrong, let us know ASAP at sales@uncovercreations.com.
Please include a photo of the issue so we can figure out what happened and make it right. (Unless the issue is that something's missing. We don't need a photo of an empty bag. We'll take your word for it.)
The "We Can't Return This" List
Some things we unfortunately can't take back:
- Custom or personalized orders (Once we've made your dream dragon in Mysterious Teal and Yellow Marble, that's pretty much yours forever)
- Gift cards (They're already basically money)
If you're not sure whether your item qualifies, just ask. We're happy to help.
Exchanges
Here's the deal: we don't offer exchanges. (Our system isn't set up for it, and honestly it's kind of a logistical nightmare.)
But. If you get in touch with us, we can work something out. We want you to be happy with your purchase, and we're not going to be weird about it.
How Refunds Work
Once we receive your returned item, we'll inspect it and let you know if your refund is approved. If it is, we'll process it back to your original payment method.
Just a heads up: it can take a few days for your bank or credit card company to actually post the refund. (That's on them, not us)
Important Return Shipping Info
We don't provide prepaid return labels. You'll need to cover return shipping costs yourself.
Please keep your proof of postage and send it to us at sales@uncovercreations.com. It helps us track your return and process everything faster.
Still have questions? Email sales@uncovercreations.com. Jade and Melissa will help you out. (They're much nicer than this written policy makes us sound, we promise.)