Refund & Exchange

1. Scope of Application

This Policy applies to products and paid services you purchase from Creatour Inc through the official Creatour website. It covers:

• Custom products designed or edited through the Services, including jewelry made to your design, size, color, material, or other personal requirements;
• Ready-to-ship products purchased directly from the shop without editing;
• Digital credits added to your account; and
• Subscriptions and other paid plan fees.

Custom products are made to order and may involve third-party manufacturing. You may request a cancellation or modification only before the order has been processed and entered production. After production has started, cancellations or modifications are not accepted.

You acknowledge and agree that custom products cannot be resold as standard inventory. Therefore, our return and exchange policy for custom pieces applies only under the specific conditions below. This Policy does not limit any non-waivable rights you may have under applicable law. It should be read together with our Terms of Use and Shipping policy.

2. Custom Orders

No refunds after production begins. For a product you designed yourself, or a shop piece you edited before ordering, once the order has been processed and enters production we cannot accept cancellations or refunds.

This applies to all current and future custom categories, including:

• Jewelry such as rings, pendants, necklaces, and related pieces;
• Apparel, figures, printed goods, and home decor as those categories launch;
• Any other made-to-order item personalized to your brief.

If a custom order arrives lost or damaged in transit, we will send a replacement or remake it at no cost, provided you contact us within 7 days of the delivery or carrier loss notice and share the proof requested below.

3. Shop Orders

For a product purchased directly from the shop and not customized before checkout, we accept returns and exchanges if you contact us within 7 days of receiving the order.

To be eligible:

• The item must be unused and in its original condition;
• Original packaging should be included when reasonably possible; and
• You must include your order number and photos that show the item and, if relevant, the issue.

Approved shop refunds are issued to the original payment method after we receive and inspect the returned item. An exchange, when approved, will be for the same design or another shop item of equal value that we confirm in writing.

4. Exchanges for Damage, Defect, or Incorrect Items

We accept exchanges when a product arrives damaged, defective, or incorrect — whether it is a custom order or a shop order.

To be eligible for an exchange:

• You must contact us within 7 days of receiving your order;
• Proof is required — clear photos or videos showing the issue must be provided; and
• The item must be unused and in its original condition.

If approved, we will replace the item with the same design or a corrected version at no additional cost.

5. Not Eligible for Refund or Exchange

Unless required by applicable law, the following are not eligible:

• Change of mind or preference on a custom order, including a different color, design, metal, gemstone, or size than what was originally ordered;
• An incorrect fit caused by a ring size, chain length, or other measurement you provided;
• Items damaged due to misuse, neglect, or normal wear and tear;
• Claims made after the 7-day period following delivery;
• Digital credits after they have been added to your account; and
• A subscription cancellation after the current term has started, except as described in Section 7.

6. Digital Credits

Digital credits are delivered to your account as soon as payment is completed. Credits do not expire, and they are non-refundable once they have been added to your account.

7. Subscriptions

Canceling a subscription stops future renewal charges. It does not automatically refund the current term, unused credits, or physical product orders already placed. You may continue to use the paid features included in your plan until the end of the then-current billing period.

Unused subscription fees requested within 7 days of purchase, and before you have used the paid features, may be considered on a case-by-case basis where required by law or where we agree in writing.

8. How to Request a Refund or Exchange

• Email us at support@creatour.ai with your order number and proof of the issue;
• Our team will review your request and reply within 3 business days; and
• If approved, we will provide return instructions when a return is required and arrange your refund, replacement, or remake.

Approved refunds are issued to the original payment method. Processing time after we approve a refund depends on your payment provider.

9. Shipping Costs

If the issue is due to our error — a wrong item, a manufacturing defect, or damage in shipping — we cover the shipping of the replacement and, when a return is required, the return shipping.

For an approved shop return or exchange that is not caused by our error, you may be responsible for return shipping costs. Replacement or refund shipping on those requests is confirmed in our written reply. Please review our Shipping policy for delivery estimates and carrier details.

10. Contact Us

For questions about refunds, returns, or exchanges, please reach out at support@creatour.ai. We will review the issue as soon as possible after verifying your order.