Returns & Refunds

1. ALL SALES ARE FINAL (WITH EXCEPTIONS)

All sales are generally final due to the handmade and customized nature of our products.
However, if your item arrives damaged, defective, or incorrect, we are happy to make it right.

To report an issue, please email gwenchanayohawaii@gmail.com within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

We’ll review your case within 3–5 business days and offer a replacement, store credit, or refund when applicable.

2. CONDITIONS FOR RETURN OR REFUND ELIGIBILITY

Returns may be accepted under these conditions:

  • The item arrived damaged (not due to USPS or shipping), defective, or not as described.

  • You contacted us within 7 days of delivery and provided proof of the issue.

  • The item is unused, in original condition, and returned in its original packaging (if applicable).

If approved, we’ll provide return instructions and a shipping address.
Unauthorized returns will not be accepted or refunded.

3. NON-RETURNABLE ITEMS

Due to their nature, the following items cannot be returned or refunded unless damaged or defective upon arrival:

  • Custom or personalized products

  • Digital downloads or printables

  • Gift cards

  • Sale or clearance items

4. REFUNDS (IF APPROVED)

Once your return is received and inspected, we’ll send you an email notification.
If your refund is approved, a credit will automatically be applied to your original payment method within 5–10 business days.

Please note:

  • Shipping fees are non-refundable.

  • Refund timing may vary depending on your bank or payment processor.

If you haven’t received your refund after 10 business days, please check with your bank first, then contact us for assistance.

5. EXCHANGES

We only replace items if they are defective or damaged (not by USPS - if it was a shipping issue, open a case with USPS).
To request an exchange for the same item, email us at gwenchanayohawaii@gmail.com with “Exchange Request” in the subject line.

6. RETURN SHIPPING

If your return is approved:

  • You are responsible for paying the shipping costs to return your item unless the return is due to our error (e.g., damaged or wrong item sent).

  • Please use a trackable shipping method — we cannot guarantee receipt of returned packages without tracking.

7. CANCELLATIONS

Because we begin preparing orders quickly after they’re placed, we are unable to accept cancellations once production or shipping has begun.
If you need to modify your order, please email us within 12 hours of purchase, and we’ll do our best to accommodate your request.

8. CONTACT INFORMATION

For all return or refund inquiries, please contact us at:
📧 gwenchanayohawaii@gmail.com
🌺 Gwenchanayo Hawaiʻi – Honolulu, HI, USA