Refund and Returns Policy
Last updated: 12/2025
Overview
All Design35NY products are custom or made-to-order, crafted specifically for each client. For this reason, all sales are final.
This policy adheres to New York State consumer protection laws and Federal Trade Commission (FTC) guidelines regulating online sales of custom and digital goods.
Refunds
We do not offer refunds for any reason, including but not limited to:
- Custom or personalized items
- Made-to-order or semi-custom products
- Design dissatisfaction or change of mind
- Event cancellations or date changes
- Shipping delays once the order has left our studio
- Digital products or downloads
- Sale or discounted items
Refunds are not guaranteed and will only be considered if an item arrives damaged due to shipping, subject to approval and documentation (see below).
Original shipping fees are non-refundable.
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
Exchanges are not accepted under any circumstances.
This includes exchanges for:
- Different sizes, colors, materials, or styles
- Event changes
- Client preference changes
Please ensure all order details are reviewed and approved prior to purchase.
Replacement for damaged items
To return your product, you should mail your product to: {physical address}.
We will consider replacements only for items that arrive damaged in transit.
To be eligible for a replacement:
- You must notify us within 24 hours of delivery
- You must provide clear photos of:
- The damaged item
- The original packaging
- The shipping box and label
If approved, a replacement will be produced at our discretion.
Important timing disclaimer:
While we will make every reasonable effort to assist, Design35NY does not guarantee that replacement items will be produced or delivered in time for any scheduled event. Replacement timelines are subject to production capacity, material availability, and current order volume.
Approved replacements do not require the original item to be returned, unless otherwise requested in writing.
If a return is requested:
- The item must be unused and in its original condition
- Return shipping costs are the responsibility of the customer
- We recommend using a trackable shipping method
Unapproved returns will not be accepted.
Shipping carriers & delays
Design35NY is not responsible for:
- Carrier delays
- Lost or stolen packages
- Damage caused by shipping carriers
Once an order has shipped, delivery issues fall under the responsibility of the carrier. We will assist with claims when applicable but cannot guarantee outcomes.
Sale items
All discounted, promotional, or sale items are final sale and are not eligible for refunds, replacements, or credits.
Digital products
All digital products, including but not limited to templates, guides, downloads, and digital files, are non-refundable and non-exchangeable.
Once access or delivery is granted, the sale is final.
Need help?
If you have questions about this policy, please contact us at:
sales@design35ny.com