Return / Exchange & Refund
We hope you're delighted with your order. We understand that sometimes you would like a refund. As long as the non-digital products you purchased from our store fit the requirements in this policy, we accept the return and give a refund in US dollars.
1. How to Return
Depending on the order status, the return process varies. Please follow the instructions below to return the order.
Order Placed
- Please send an email to support@creatorally.com.
- At this point, we will try to cancel your order and give you a refund.
- Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.
Order Delivered
- Please send an email to support@creatorally.com. We will help you with your return process as soon as possible.
- The product must fit the Conditions of Return below. You will need to pay a service fee and the shipping cost.
Please note that returns will need to be sent to the following address: 338 West 36th Street, New York NY 10018, US
2. Conditions of Return
If the order is already delivered, a return must be made within 30 days from the date of delivery. You will need to provide the original receipt and pay a service fee for the refund.
Package Status | Product Category | Service fee* |
|---|---|---|
Unopened | Machine | 10% |
Unopened | Accessory | 15% |
Opened, Unused | Machine | 15% |
Opened, Unused | Accessory | 20% |
Opened, Used | Machine | 30% |
Opened, Used | Accessory | 20% |
- All products, packages, and materials must be intact.
- If it's a machine, it must have lasered less than 50 times.
- Materials and filters purchased separately can't be returned.
*Note: The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs. Exchanging a product after delivery is not allowed.
3. How Long Does it Take
In order to process your return in a timely manner, please include the packing slip, the order number, and the customer's name in the package.
If you return the order on your own, please contact customer support and provide the tracking number so we can track the shipping progress.
After we receive the returned product, it usually takes 3-10 business days for us to process the refund depending on different situations.
We will examine the condition of the product and, once approved, send you a confirmation email. The bank will then handle the rest of the refund process.
If you don't receive the refund for a long time after the confirmation email, please check with your bank.
4. Disclaimers
Only approved returns requests are accepted.
Creatorally, at its sole discretion, reserves the right to refuse returns of any merchandise that does not meet the return requirements as outlined in the refund and return policy.
Creatorally will only accept returns to the address provided to you in your return confirmation email.
Creatorally will not accept any drop-off returns. All returns must be mailed.
5. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
6. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
7. Got Questions?
Write us an email anytime via rollandberry2020@gmail.com.
Write us an email anytime via rollandberry2020@gmail.com.
