Shipping, Returns & Refunds Policy

Last Updated: September 9, 2026

Welcome to ReneeOwens.com.

This Shipping, Returns & Refunds Policy explains how orders for handmade goods, creative kits, physical products, digital materials, and other items sold directly through ReneeOwens.com are processed.

Because many of my creations are handmade, assembled in small batches, or prepared especially for an individual order, please read this policy before making a purchase.

Where This Policy Applies

This policy applies to products sold and fulfilled directly by Renee Owens through ReneeOwens.com.

Products purchased through an independent marketplace, print-on-demand company, affiliate retailer, artist, manufacturer, or other third-party website are governed by that seller’s shipping, return, and refund policies.

ReneeOwens.com cannot issue refunds, replacements, or return authorizations for purchases processed entirely by another business.

Order Processing

Orders are prepared as carefully and promptly as reasonably possible. Processing time is separate from the amount of time a shipping carrier takes to deliver a package.

Estimated processing times may vary depending upon:

Whether an item is already completed or made to order
The size and complexity of the order
Whether personalization or customization is requested
The availability of materials
Seasonal order volume
Weather, illness, emergencies, or other circumstances outside my control

Any estimated processing or shipping time displayed on a product page is an estimate rather than a guaranteed delivery date unless the listing expressly states otherwise.

If I cannot ship an order within the promised time, I will provide notice and offer the customer an opportunity to accept the revised shipping time or cancel the unshipped order for a refund, as required by applicable law.

Handmade & Small-Batch Products

Many products offered through ReneeOwens.com may be handmade, hand-finished, assembled in small batches, repackaged into creative kits, or created from natural and limited-availability materials.

Small variations in stitching, placement, fabric pattern, color, texture, grain, measurements, brushwork, packaging, or other details are natural characteristics of handmade work and do not necessarily indicate a defect.

Computer monitors, mobile devices, lighting conditions, photography, and individual display settings may also cause colors to appear somewhat different in person.

Retail Product Prices & Included Shipping

Unless a product listing expressly states otherwise, the listed price of a physical product includes standard shipping to one eligible address within the contiguous United States.

The contiguous United States consists of the 48 adjoining states and the District of Columbia. It does not include Alaska, Hawaii, United States territories, APO/FPO addresses, or international destinations.

Shipping is incorporated into the retail price rather than displayed as a separate standard shipping charge. Expedited delivery, upgraded insurance, signature confirmation, unusually large orders, or other optional shipping services may require an additional charge.

Customers outside the contiguous United States may be offered shipping at an additional cost when the product can be legally and practically sent to their destination.

Any additional shipping charge will be disclosed before payment is completed.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

If you discover an address error, please contact me immediately through the Contact page. I will make reasonable efforts to correct the address before shipment, but changes cannot be guaranteed once an order has entered processing or been transferred to a carrier.

If an order is returned because an incorrect, incomplete, inaccessible, or undeliverable address was provided, the customer may be responsible for additional shipping charges before the order can be sent again.

Any refund issued for an order returned because of an address supplied incorrectly by the customer may exclude the original shipping charge and other nonrecoverable carrier expenses, except where prohibited by law.

Shipping Outside the Contiguous United States

Free standard shipping for Mermaid’s Satchels is currently available only within the contiguous United States.

An invited recipient in Alaska, Hawaii, a United States territory, an APO/FPO location, or another country may ask whether shipment is available to their location. If the package can be legally and practically shipped, the satchel and art supplies will remain free, but the recipient must pay the complete shipping cost.

The applicable shipping amount will be disclosed before the recipient completes the order. No package requiring paid shipping will be sent until the recipient has reviewed and accepted the charge.

Paying for shipping does not turn the Mermaid’s Satchel into a retail purchase. The payment covers transportation and related delivery expenses only. The satchel and its creative contents remain a gift.

International recipients are responsible for any customs duties, import taxes, brokerage charges, carrier fees, or other expenses imposed by their country or delivery service.

International packages must contain accurate customs information. Although a Mermaid’s Satchel is provided as a genuine gift, its contents may still require a reasonable declared value for customs purposes. The customs value is not a purchase price, charitable valuation, or tax-deduct donation amount.

Some paints, liquids, tools, pigments, adhesives, or other materials may be prohibited or restricted by a carrier or destination country. Restricted components may be removed, replaced, or omitted when necessary.

If an invited recipient cannot or does not wish to pay the required shipping charge, they may decline the shipment without penalty and return the unused selection code.

Tracking & Delivery

Tracking information will be provided when it is available for the selected shipping method.

Carrier scans and estimated delivery dates are controlled by the shipping carrier. Tracking information may occasionally take time to update after a package has been accepted.

A tracking estimate is not a guaranteed delivery appointment. Weather, holidays, transportation interruptions, customs inspections, emergencies, and other events may delay a shipment.

Delayed or Missing Packages

If tracking has not updated for an unusual length of time or a package appears to be missing, please submit the order number and relevant details through the Contact page.

I will review the available tracking information and, where appropriate, work with the shipping carrier to locate the package or begin a claim.

Please allow any reasonable carrier investigation or waiting period to be completed. The available resolution may include locating the shipment, replacement, reshipment, or refund, depending upon the circumstances, product availability, carrier findings, and applicable law.

If an order cannot be shipped or is confirmed lost before delivery, any required refund will be returned to the original payment method rather than issued solely as store credit.

Packages Marked Delivered

If tracking shows that a package was delivered but you cannot find it, please:

Confirm that the shipping address on the order is correct.
Check porches, side doors, mailrooms, parcel lockers, garages, and other protected delivery locations.
Ask household members, neighbors, property managers, or reception staff whether they accepted it.
Contact the carrier or local delivery office for additional delivery information.

If the package remains missing, contact me promptly so the circumstances can be reviewed. A carrier investigation, police report, written statement, or other documentation may be required for certain insured or high-value claims.

Damaged Orders

Every reasonable effort is made to package orders safely. If an item arrives damaged, please contact me as soon as possible—preferably within seven calendar days of delivery.

Please provide:

Your order number
A description of the damage
Clear photographs of the item
Photographs of the shipping container and packaging
A photograph of the shipping label, when requested

Please retain the item and all original packaging until you receive instructions, as the carrier may require them for a damage claim.

Depending upon the circumstances and availability of the item, the resolution may include repair, replacement, replacement components, a partial refund, or a full refund.

Incorrect or Incomplete Orders

If I sent the wrong item or something is missing from your order, please contact me promptly through the Contact page.

When the error is mine, I will make reasonable arrangements to correct it without charging you additional standard shipping costs.

Please do not discard, use, alter, or return an incorrect item until instructions have been provided.

Order Cancellations

If you need to cancel an order, please contact me immediately.

A cancellation may be approved if the order has not been shipped, substantially prepared, personalized, customized, or placed into production.

Cancellation cannot be guaranteed once:

Materials have been cut or prepared for the order.
Personalization or custom work has begun.
A digital product has been delivered or accessed.
A shipping label or third-party fulfillment request has been processed.
The package has been transferred to the carrier.

If an order has already shipped, it must be handled under the applicable return provisions below.

Returns of Eligible Physical Products

Unless a product listing states otherwise, you may request a return of an eligible physical product within 14 calendar days after confirmed delivery.

To be eligible for return, an item must generally be:

Unused, unworn, unwashed, and unaltered
Free from stains, odors, smoke, pet hair, damage, or other signs of use
Complete, with all pieces, instructions, accessories, and original packaging
In substantially the same condition in which it was received
Safely packaged for its return journey

A return must be authorized before it is mailed. Packages returned without prior authorization may be refused or may experience substantial processing delays.

Approval of a return request does not guarantee a refund if the returned item arrives used, damaged, incomplete, altered, or otherwise ineligible.

Items That Are Generally Not Returnable

For health, safety, copyright, personalization, and practical reasons, the following items are generally final sale unless they arrive defective, damaged, materially misrepresented, or incorrect:

Customized, personalized, commissioned, or made-to-order products
Items created to a customer’s selected measurements or specifications
Digital downloads, printable files, patterns, templates, or electronically delivered materials
Gift cards or support payments
Clearance, closeout, de-stash, imperfect, sample, or final-sale items
Cut fabric, ribbon, trim, lace, thread, or other materials sold by length
Opened paints, inks, mediums, adhesives, cosmetics, pigments, or other consumable supplies
Opened or partially used creative kits
Products that cannot safely or hygienically be resold after opening
Items damaged through use, misuse, improper storage, washing, modification, or failure to follow instructions
Items returned after the applicable return period

Your rights under applicable consumer-protection law are not waived by this list.

Creative Kits

Painting, drawing, sewing, embroidery, and other creative kits may contain multiple materials assembled or repackaged especially for the project.

Please inspect a kit before opening individual consumable components. Once paints, pigments, inks, adhesives, needles, threads, fabrics, sealed materials, or other consumable components have been opened or used, the kit may no longer be eligible for a discretionary return.

If a kit arrives with a missing, damaged, dried, leaking, or unusable component, contact me so the affected component or kit can be evaluated.

Product substitutions may occasionally be necessary because of supply availability. Any substitution will be reasonably comparable in purpose or quality and will be disclosed when it materially changes the kit.

Digital Products

Because digital products cannot ordinarily be physically returned, digital downloads and electronically delivered materials are generally nonrefundable once they have been downloaded, accessed, or delivered.

Exceptions may be considered when:

A duplicate purchase was made accidentally.
The wrong digital file was delivered.
The file is corrupted or materially defective.
The product was materially different from its description.
A technical delivery problem cannot be resolved.
A refund is otherwise required by applicable law.

If you experience difficulty accessing a digital purchase, please contact me before purchasing the same item again. I will make reasonable efforts to restore access or provide a working copy.

Purchasing a digital product grants only the license described with that product. It does not transfer copyright or permit unauthorized copying, sharing, resale, redistribution, or commercial use.

Return Shipping

Unless the return is caused by my error, a defect, shipping damage, or another circumstance for which I am legally responsible, the customer is responsible for return shipping costs.

Original shipping charges are generally nonrefundable when an eligible item is returned because of preference, change of mind, fit, or another reason unrelated to an error or defect.

I strongly recommend using a tracked and appropriately insured shipping method. I cannot issue a refund for a returned item that is not received.

If I provide a prepaid return label for a discretionary return, its cost may be deducted from the refund unless I state otherwise.

Return Packaging

Customers are responsible for packaging returned products carefully enough to prevent damage in transit.

Items damaged because of inadequate return packaging may receive a reduced refund or may become ineligible for a refund, depending upon the extent of the damage and applicable law.

Please do not write directly on product packaging or attach shipping labels to decorative, collectible, or reusable product containers unless instructed to do so.

Refund Processing

Approved refunds will generally be sent to the original payment method.

After an eligible return is received, it will be inspected before the refund is approved. Please allow a reasonable processing period for inspection and payment submission.

Financial institutions and payment processors may require additional time to display a completed refund in the customer’s account. Those processing times are outside my control.

Shipping charges, customs fees, import duties, currency-conversion charges, expedited processing fees, and other nonrecoverable expenses may not be refundable except when required by law or when the return resulted from my error.

Partial Refunds

A partial refund may be offered when:

A customer chooses to keep an item with a minor documented issue.
A returned product is incomplete or has experienced a loss in value.
Only one component of a multi-item order is affected.
Repair or replacement of a component reasonably resolves the problem.

No partial refund will be imposed in place of a full refund where applicable law requires a full refund.

Exchanges

Because many items are handmade, one of a kind, or produced in limited quantities, direct exchanges may not always be possible.

When an eligible item is available, an exchange may be arranged. Otherwise, the original item may need to be returned for a refund before a separate replacement order is placed.

Customers are responsible for any price difference and applicable shipping charges unless the exchange is necessary because of my error or a qualifying defect.

Gifts

If an item was marked as a gift and sent directly to the recipient, an approved return may be eligible for exchange or store credit when available.

Refunds to the original payment method are ordinarily issued to the person who made the purchase.

Free Mermaid’s Satchels

The Mermaid’s Satchel Project provides free watercolor and artist-supply collections to aspiring artists personally selected and invited by Renee Owens.

The project does not currently accept public applications. Potential recipients may be discovered through creative communities, recommendations, personal connections, social media, or other places where I encounter someone whose creative journey could be meaningfully encouraged by access to art supplies.

Selection is made privately and at my discretion. No purchase, payment, public nomination, social-media following, review, promotion, or previous relationship is required.

An invited recipient will receive a private, single-use code that allows them to visit a protected selection area and choose from currently available supplies. Depending upon availability, the recipient may select:

One handmade travel satchel
One watercolor palette
One watercolor brush
One color-coordinated artist’s tool kit

Artist’s tool kits may contain new pencils, erasers, sharpeners, water cups, and other practical supplies intended to help the recipient begin or continue creating.

Most tools and accessories are new. Paints may be new, received as samples, divided or repoured from original manufacturer products, or briefly tested and swatched for educational, review, photography, or video purposes.

The satchel, included art supplies, and standard shipping are completely free for invited recipients with eligible delivery addresses within the contiguous United States.

Recipients are treated with the same care and respect given to paying customers. They may choose among available options, receive an order confirmation, and receive tracking information when tracking is available.

Nothing is required in return. Recipients do not owe artwork, photographs, reviews, testimonials, publicity, social-media posts, promotion, or future purchases.

Private selection codes have no cash value, may not be sold, and may be used only by the invited recipient. If a recipient does not wish to use a code, it may be returned so another artist can be invited.

A code provides an opportunity to select from the supplies available at that time. It does not guarantee that a particular color, brand, design, palette, brush, or tool kit will remain available until the selection process has been completed.

Free Mermaid’s Satchels are gifts and are not governed by preference-based return provisions for purchased products. If an item arrives damaged, leaking, missing, or potentially unsafe, the recipient is encouraged to contact me so the concern can be reviewed.

Third-Party & Affiliate Purchases

ReneeOwens.com may link to art supplies, sewing materials, books, subscription services, marketplaces, or other products offered by independent sellers.

A purchase made through one of those links is a transaction between the customer and the applicable retailer or service provider. Questions about shipping, returns, refunds, warranties, subscriptions, or order problems must be directed to that seller.

Affiliate relationships are explained in the Affiliate & Sponsored Content Disclosure.

Chargebacks & Payment Disputes

If you believe there is a problem with an order or payment, please contact me first so I have an opportunity to investigate and resolve the matter.

Submitting a fraudulent chargeback, falsely claiming that an order was unauthorized, or intentionally retaining both a product and its refunded purchase price may result in the suspension of future purchasing privileges and the submission of relevant transaction records to the payment processor.

Nothing in this section limits a customer’s lawful right to dispute an unauthorized or improperly handled transaction.

Product Safety & Allergies

Please review product descriptions and use creative materials responsibly. Art, sewing, embroidery, and craft kits may contain small parts, sharp tools, pigments, paints, adhesives, natural fibers, synthetic fibers, fragrances, metals, latex, wood, paper, or other materials that may not be appropriate for every person.

Unless expressly labeled otherwise, products should not be assumed to be allergen-free, food-safe, cosmetic-grade, archival, nontoxic, or suitable for unsupervised use by children.

Adult supervision may be necessary when creative kits contain needles, pins, scissors, blades, magnets, small components, pigments, or other potentially hazardous materials.

Please discontinue use if a product appears damaged, contaminated, recalled, or unsafe.

Changes to This Policy

This Shipping, Returns & Refunds Policy may be updated as ReneeOwens.com introduces new handmade products, creative kits, digital materials, fulfillment services, shipping destinations, or selling platforms.

The policy in effect at the time of purchase will generally apply to that order, except where a later change is required by law or provides greater protection to the customer.

The most current version will always be available on this page.

Contact

Questions, return requests, order concerns, or reports of damaged or missing items may be submitted through the Contact page.

Please include your order number and enough information to identify the transaction, but do not submit complete credit-card numbers or other unnecessary financial information.

Thank you for supporting handmade work, thoughtful creativity, and this gentle little corner of the internet.

Every order is prepared with care, wonder, and a sincere appreciation for the person who will receive it.

Collected with wonder. Shared with heart.

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