All sales are final.
Jon Carling does not accept returns, exchanges, or refund requests for:
- Changes of mind
- Accidental purchases
- Incorrect size or product selections made by the customer
- Minor variations in color caused by screen settings
- Minor variations inherent in handmade or individually produced items
- Products returned without prior authorization
Please review all product descriptions, dimensions, materials, photographs, shipping information, and estimated fulfillment dates carefully before placing an order.
Damaged, defective, or incorrect orders
If an item arrives damaged, defective, or different from what was ordered, please contact contact@joncarling.com as soon as reasonably possible after delivery.
Include:
- Your name
- Order number
- A description of the problem
- Clear photographs of the item
- Photographs of the interior and exterior packaging
- A photograph of the shipping label
Please retain the item and all original packaging until the issue has been reviewed.
Depending on the circumstances and product availability, the resolution may include:
- A replacement
- A repair
- A partial refund
- A full refund
- Another appropriate remedy
A replacement or refund may require the item to be returned.
Lost or unshipped orders
Orders that are delayed in transit are handled under the Shipping and Delivery Policy and are not automatically eligible for a refund.
If an order cannot be shipped within the promised timeframe, the customer will be contacted and offered the opportunity to accept a revised shipping date or cancel the affected order for a refund.
If an order is confirmed lost after an appropriate carrier investigation, the resolution may include a replacement or refund, depending on product availability, tracking, insurance coverage, and the circumstances of the shipment.
Preorders
Preorders are final once placed unless:
- The preorder is canceled by Jon Carling
- The product cannot be fulfilled
- A significant delay occurs and the customer declines the revised shipping date
- A refund is otherwise required by law
The estimated shipping schedule for a preorder will be stated in the product description. Estimated dates may change because of manufacturing, production, supply, or carrier delays.
Commissions and personalized work
Deposits and payments for commissioned, customized, personalized, or made-to-order work are nonrefundable once work has begun or materials have been purchased, except where otherwise stated in a written commission agreement or required by law.
The scope, payment schedule, revisions, delivery method, usage rights, cancellation terms, and other conditions for commissioned work may be governed by a separate written agreement.
Return authorization
Do not mail an item back without first contacting Jon Carling and receiving return instructions.
Unauthorized returns may be refused or returned to the sender.
When a return is authorized because of damage, defect, or an incorrect item, the return-shipping arrangements will be provided directly.
Refund processing
Approved refunds are issued through the original payment method.
Processing times are controlled partly by the payment provider and financial institution. After a refund is issued, additional time may be required before it appears in the customer’s account.
Original shipping charges are not refundable unless the order was damaged, defective, incorrect, unfulfilled, or otherwise eligible for reimbursement.
Consumer rights
Nothing in this policy is intended to exclude or limit rights that cannot legally be waived under applicable consumer-protection law.
Contact
Questions about an order, damaged item, or refund eligibility may be sent to:
Jon Carling
Email: contact@joncarling.com