Cancellation & Refund Policy

At Stitch Itch Creations, every Memory Quilt, Memory Bear, and keepsake is handcrafted specifically for the individual customer using materials that often carry deep sentimental value.

Because each project is custom-made and customer-provided materials may be permanently altered once production begins, this policy is designed to clearly explain deposits, cancellations, refunds, project changes, and customer-provided materials.

Deposits

A deposit is required before a custom project is scheduled.

Memory Quilts: $250 deposit
Memory Bears: $100 deposit

The deposit reserves the project and allows Robin to begin preparing for the custom order.

Before Your Project Begins

Approximately two days before Robin plans to begin the project, she will contact the customer to confirm that the project details are still correct and that the customer is ready for work to begin.

If the customer needs to cancel or request an important change, Robin should be contacted before production begins.

If the project has not yet been started, the customer should contact Robin as soon as possible so the cancellation can be reviewed and the applicable refund determined.

Once Work Has Begun

Once the project has been started, including cutting, piecing, arranging, sewing, or otherwise altering the materials provided for the custom item, the project is considered in production.

Because customer-provided clothing, fabric, and other sentimental materials may already have been cut or permanently altered, a full refund can no longer be provided once production has begun.

Once production has begun, the applicable project deposit becomes non-refundable.

If a customer cancels after work has started, up to 50% of any additional project payments already made may be refunded, depending on the amount of work, preparation, materials, and project expenses already incurred.

The remaining amount may be retained to help cover the time, preparation, materials, and custom work already completed.

Memory Quilt Deposit: $250 — Non-Refundable Once Production Begins

Memory Bear Deposit: $100 — Non-Refundable Once Production Begins

Custom & Personalized Products

All Memory Quilts, Memory Bears, and other personalized keepsakes are custom-created for the individual customer.

Because of this, completed custom products are generally not eligible for returns or refunds due to a change of mind, personal preference, or changed circumstances after the project has been completed.

If there is a craftsmanship issue or the finished project does not match the details agreed upon before production began, the customer should contact Robin promptly so the situation can be reviewed and an appropriate resolution considered.

Changes After Approval

Once the project scope has been approved, changes requested by the customer may affect the price, timeline, materials, design, or amount of work required.

Some changes may no longer be possible after clothing has been cut, altered, or incorporated into the project.

If a requested change is still practical, Robin will explain any additional cost, timeline adjustment, or project limitation before proceeding whenever practical.

Customer-Provided Materials

Customers are responsible for reviewing and approving which clothing, fabric, photographs, or other materials are provided for their project.

Once materials have been cut, sewn, altered, or incorporated into the project, they cannot be restored to their original condition.

Stitch Itch Creations cannot replace sentimental, vintage, discontinued, one-of-a-kind, or personally significant materials supplied by the customer.

Unused Clothing and Fabric

The handling of unused clothing, remaining fabric, and significant scraps should be confirmed as part of the individual project scope.

If there are particular garments, labels, patches, graphics, or fabric remnants the customer wants returned, Robin should be told before production begins.

Customers should not assume that every scrap or remaining fabric piece will automatically be returned unless that has been included in the confirmed project instructions.

Craftsmanship Concerns

If a customer believes there is a craftsmanship issue or the completed project does not match the approved project details, Robin should be contacted promptly after the project is received so the concern can be reviewed.

Robin will review the situation and work toward an appropriate resolution based on the circumstances.

Shipping and Cancellation

Shipping costs, carrier charges, and transportation of customer-provided materials may affect the amount of any applicable refund.

Shipping charges already incurred are generally not refundable through Stitch Itch Creations unless otherwise agreed.

Customers should review the separate Shipping & Project Protection Policy for additional information regarding the shipment of clothing, customer-provided materials, completed projects, carrier responsibility, and delivery.

Questions, Changes, or Cancellations

If a customer needs to request a cancellation, make an important project change, or has questions about an active project, Robin should be contacted as soon as possible.

Robin understands how meaningful these projects can be and will do her best to communicate clearly and treat the clothing entrusted to her with care and respect.

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