Refund policy
Return & Refund Policy
We want you to be happy with your purchase. As a small business, we carefully select, prepare, and package our products. Please review this policy before purchasing.
14-Day Return Policy
Most eligible items may be returned within 14 days of confirmed delivery.
To qualify for a return:
- You must contact us within 14 days of confirmed delivery.
- The item must be unused, unworn, unaltered, and in the same condition in which it was received.
- All original packaging, tags, accessories, manuals, and included materials must be returned.
- Proof of purchase or your order number is required.
- The item must not be listed as Final Sale or otherwise excluded under this policy.
Do not send an item back without receiving return authorization from us first. Unauthorized returns may be refused.
Once a return is authorized, the return must be shipped within 7 days of authorization unless we provide different instructions.
Unless an item arrived damaged, defective, incorrect, or the return resulted from our error, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
Final Sale — Squishy Toys
For hygiene, product-integrity, and safety reasons, all squishy toys are Final Sale and cannot be returned or exchanged.
This applies to both opened and unopened squishy toys.
If a squishy toy arrives damaged, defective, or incorrect, please follow the damaged-item procedure below.
Final Sale — Custom & Personalized Products
All custom-made, personalized, made-to-order, and customer-approved products are Final Sale and cannot be returned or exchanged because of a change of mind, preference, or buyer’s remorse.
This includes custom LED neon signs and other products manufactured or personalized specifically for the customer.
Customers are responsible for carefully reviewing all proofs before approval, including:
- Spelling and names
- Dimensions and sizing
- Colors
- Artwork and layout
- Wording
- Placement
- Other customization details
Once a proof has been approved and production has begun, the order cannot be canceled or changed.
Errors or design choices appearing in a customer-approved proof generally do not qualify as defects.
Custom products that arrive damaged, have a manufacturing defect, or materially differ from the approved specifications will be reviewed under the damaged/defective product provisions of this policy.
Print-on-Demand Products
Customized or personalized print-on-demand products are Final Sale unless they arrive damaged, defective, incorrect, or materially different from the approved order.
For eligible non-customized print-on-demand products, please contact us within 14 days of confirmed delivery to request a return.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If an item arrives with visible shipping damage, an apparent defect, or you receive an incorrect item, please contact us within 48 hours of confirmed delivery whenever possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the product
- Clear photographs of the shipping box and packaging when shipping damage is involved
- Any other information reasonably requested to evaluate the claim
Please do not discard the product, shipping box, or packaging until the claim has been reviewed. We may require additional photographs, information, or return of the product.
Reporting shipping damage promptly helps us document and resolve claims with carriers and suppliers.
After reviewing an eligible claim, we may provide an appropriate replacement, refund, repair, or other reasonable resolution depending on the circumstances.
The 48-hour reporting request for apparent shipping damage does not eliminate any rights or remedies that cannot legally be limited under applicable law.
Defects Discovered After Delivery
A manufacturing or electrical defect that becomes apparent after delivery is different from shipping damage.
Any applicable manufacturer or product warranty will be handled according to its terms. The expiration of the standard 14-day return period does not eliminate any separate warranty rights that may apply to a product.
Normal wear and tear, misuse, accidental damage, improper installation, unauthorized modification, or use contrary to product instructions is not considered a manufacturing defect.
Return Condition
Approved returns must arrive in the condition required by this policy.
Merchandise showing signs of use, wear, alteration, damage after delivery, missing parts or accessories, odors, missing packaging, or other conditions inconsistent with a new and unused return may be refused or may receive a reduced refund where permitted by applicable law.
Return Shipping
For approved returns resulting from buyer preference rather than our error, the customer is responsible for return shipping.
We strongly recommend using a trackable shipping service. We cannot issue a refund for merchandise we do not receive.
If an item is returned because of our error or because it arrived damaged or defective and we authorize its return, we will provide appropriate return instructions.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.
Financial institutions and payment providers may require additional time to process and post refunds after they are issued.
Exchanges
We generally do not offer direct exchanges.
For an eligible non-custom item, you may return the original product according to this policy and place a new order for the desired item.
This helps us process orders and inventory accurately.
Final Sale & Non-Returnable Items
The following are not eligible for standard returns:
- Squishy toys
- Custom or personalized products
- Custom LED neon signs
- Gift cards
- Products specifically marked Final Sale
- Used, worn, altered, damaged, or incomplete merchandise
- Unauthorized returns
- Returns requested outside the applicable return period
Exceptions may apply when an item arrives damaged, defective, incorrect, or where required by applicable law.
Sale & Clearance Merchandise
Items specifically identified as Final Sale on the product page or at checkout cannot be returned or exchanged except when damaged, defective, incorrect, or otherwise required by applicable law.
A discounted price by itself does not make an item Final Sale unless it is identified as such.
Refused, Unclaimed & Undeliverable Packages
Customers are responsible for providing a complete and accurate shipping address.
Orders returned to us because of an incorrect or incomplete address, refusal of delivery, failure to claim a package, or another circumstance outside our control may be subject to additional shipping charges.
Original shipping charges are generally non-refundable in these situations.
If reshipment is requested, the customer may be responsible for the additional shipping cost.
Color & Appearance Variations
We make reasonable efforts to display products accurately. However, colors and appearance may vary slightly because of screen settings, lighting, photography, materials, manufacturing processes, and other factors.
Reasonable variations in color or appearance that do not materially differ from the product description or an approved custom proof are not considered defects.
Order Cancellations
Please contact us immediately if you need to cancel an order.
We cannot guarantee cancellation once an order has entered processing, fulfillment, production, personalization, or shipment.
Custom and personalized orders cannot be canceled or changed after the customer has approved the design and production has begun.
Warranty Claims
Some products may include a separate manufacturer or product warranty.
Warranty coverage, duration, exclusions, and available remedies may vary by product. Any applicable warranty does not automatically create a right to return a product outside the standard return period.
Please contact us if you believe your product has developed a covered defect, and we will provide information regarding the applicable warranty process.
Contact Us
If you have questions about a return, damaged product, defect, or order, please contact Southern Charm Collectibles before returning anything.
Please include your order number whenever possible so we can assist you efficiently.
We appreciate your business and your support of our small business.
Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot legally be waived under applicable law.