Refund policy

This Refund & Returns Policy applies to purchases made from Creative Panda Creature, based in the Czech Republic, and complies with Czech and EU consumer protection laws.

1. RIGHT OF WITHDRAWAL (EU CONSUMERS – PHYSICAL PRODUCTS)

If you are a consumer residing in the European Union, you have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period expires 14 days after:

  • The day you (or a third party designated by you, other than the carrier) receive the goods; or

  • The day you receive the last item in an order delivered in multiple shipments.

To exercise your right of withdrawal, you must inform us by email at:
creativepandacreature@gmail.com

You may use the model withdrawal form in our Terms of Service, but it is not mandatory.

Effects of Withdrawal

If you withdraw:

  • You will receive a full refund of the purchase price.

  • We will also refund standard delivery costs (excluding any extra costs if you selected a more expensive shipping method).

  • Refunds will be made within 14 days of receiving your withdrawal notice.

  • We may withhold reimbursement until we receive the returned goods or proof that you have sent them back.

Refunds will be made using the same payment method used for the original purchase, unless agreed otherwise.

Returning the Goods

  • You must return the goods within 14 days of notifying us.

  • You are responsible for return shipping costs unless the item is defective or we made an error.

  • Items must be returned in a condition appropriate for resale.

  • You are responsible for any diminished value resulting from handling beyond what is necessary to inspect the item.

2. CUSTOM & MADE-TO-ORDER ITEMS

Items made to your specifications or clearly personalized (including custom crochet pieces made according to your design, color choice, or personalization request) cannot be returned or refunded under EU law.

However:

If a custom item arrives defective or does not match the agreed specifications due to our error, you are entitled to:

  • Repair,

  • Replacement, or

  • Refund (if repair or replacement is not possible).

Your statutory rights under EU consumer law remain unaffected.

3. DEFECTIVE GOODS (LEGAL WARRANTY)

All physical goods are covered by a 24-month legal warranty under EU law.

We are responsible for ensuring that goods are free from defects at the time of delivery.

If a defect appears within 12 months of delivery, it is presumed to have existed at the time of delivery unless proven otherwise.

This warranty covers manufacturing defects, material defects, and non-conformity with the agreed description.

What Is Not Considered a Defect

The legal warranty does not cover:

  • Damage caused by improper use, misuse, or neglect

  • Mechanical damage caused by the customer

  • Damage resulting from improper washing or care not in accordance with provided instructions

  • Normal wear and tear

  • Accidental damage

  • Modifications or alterations made by the customer

If the damage was caused after delivery due to the customer’s actions or external factors, the claim may be rejected.

Your Rights in Case of a Valid Defect

In case of a valid defect, you may request:

  • Repair,

  • Replacement,

  • A reasonable price reduction, or

  • Withdrawal from the contract (if the defect is substantial or repeated).

Please contact us as soon as you discover a defect at:
creativepandacreature@gmail.com

Complaints will be handled within 30 days in accordance with Czech law.

4. DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect:

Please contact us within a reasonable time after delivery and include:

  • Your order number

  • A description of the issue

  • Clear photos

We will offer:

  • Replacement,

  • Repair,

  • Full refund, or

  • Store credit (if you prefer)

We will cover shipping costs for defective or incorrectly delivered goods.

5. DIGITAL PRODUCTS

Digital products (such as downloadable crochet patterns) are delivered electronically and are not supplied on a tangible medium.

By completing your purchase of a digital product, you:

  • Expressly consent to the immediate delivery of the digital content after payment; and

  • Acknowledge that by receiving immediate access to the digital content, you lose your right of withdrawal under EU consumer protection law.

Therefore, once the digital product has been delivered or access has been granted following purchase, the contract cannot be withdrawn from and refunds are not available.

Exception

If the digital content is defective, incomplete, or not as described, you are entitled to remedies in accordance with applicable law, including correction, replacement, or refund where appropriate.

6. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Personalized or custom-made products

  • Digital downloads

  • Items returned beyond the legal withdrawal period

7. RETURNS FOR CUSTOMERS OUTSIDE THE EUROPEAN UNION

A. United States Customers

If you are purchasing from the United States, please note that the European Union 14-day right of withdrawal does not apply.

Under U.S. law, there is generally no automatic right to return goods unless the item is defective or misrepresented. Therefore, returns and refunds for U.S. customers are governed solely by this policy.

For physical (non-custom) items:

  • You may request a return within 14 days of delivery.

  • Items must be unused, in original condition, and suitable for resale.

  • Return shipping costs are the responsibility of the customer.

  • Original shipping costs are non-refundable.

Refunds will be issued once the item is received and inspected.

For custom or personalized items:

  • All sales are final.

  • Returns or refunds are not accepted unless the item is defective or there was an error on our part.

For defective or incorrect items:

If your order arrives damaged or incorrect, please contact us within 7 days of delivery and provide photos. We will offer:

  • Replacement,

  • Repair, or

  • Refund at our discretion.

We reserve the right to refuse returns that do not meet the above conditions.

B. Customers Outside the EU and USA

For customers in countries outside the European Union and the United States:

  • There is no statutory right of withdrawal.

  • Returns are accepted only at our discretion for non-custom physical goods within 14 days of delivery.

  • Custom and digital items are non-returnable.

  • Return shipping costs and any customs fees are the responsibility of the customer.

Refunds are issued after inspection of returned goods.