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Refund Policy

Cancellations and Returns
Due to the handcrafted nature of our products, we do not accept any cancellations or returns once an order is placed and paid for. Additionally, custom designs, sale items, and anything else labelled as final sale are final sale only and cannot be exchanged or refunded.

Additional non-returnable items:
Gift cards
Downloadable software products

Refunds
Due to the handcrafted nature of our products, we do accept any cancellations or returns once an order is placed and paid for. We do not provide refunds for the same reasons.

Sale items
Unfortunately sale items cannot be refunded or returned. Final sale only.

Products Damaged while in Transit: Eligibility, Potential Exchanges, and Shipping Details
We take no responsibility for packages once they are mailed out – if you have any concerns regarding a package potentially being lost, we are happy to quote you for the additional cost to have a tracking number for your package.

Ashley Lotecki Design ensures that all items are in excellent condition before they are sent out to customers. We have developed and tested packaging specifically to protect your item while in transit so it will arrive undamaged, but we do understand that some situations are beyond our control. If your item has arrived damaged, please get in touch with us through email at hello@ashleylotecki.com within 24 hours of receiving it, and send us photos of the packaging and the topper itself for review. We will respond as soon as possible, and if we determine you are eligible for a replacement you will need to return the faulty product to us through mail, along with your receipt or invoice, within 10 days, to: Ashley Lotecki Design, PO Box 26046 BROADWAY PO, Toronto Ontario, CA M4P0A8.

If you are shipping an item worth over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The product must be in its original condition (aside from the reported damage), unused, and in its original packaging. Once we’ve received the product and have reviewed the damage and your claim, we will consult with you and if appropriate, determine whether to exchange the product for a new one. If we are unable to replace the item, we will contact you to make alternative arrangements. If we find the product is not damaged as reported or find the claim unfounded, you will not be provided with a replacement, and the damaged item will be returned to you at your own cost. Shipping costs are non-refundable. You will also be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you fail to contact us within 24 hours of receiving your product, the abovementioned possibility of replacement is voided.

Products Damaged while in your Possession
We cannot accept responsibility for any items damaged as a result of neglect, inadequate storage, or inadequate handling.

Exchanges
We only replace items if they are defective or damaged as explained under the “Products Damaged while in Transit” section and have been approved for exchange.