Refund and Returns Policy

Ashes & Dust Studio offers both physical handmade goods and digital software products. Because these product types are different, the return and refund terms may also be different.

### Physical products

If you have a problem with a physical order, please contact Ashes & Dust Studio within a reasonable timeframe after delivery.

Unused physical products may be eligible for return depending on the product type and condition. Return shipping may be handled case by case.

To request help with a physical order, please include:

– your order number

– a description of the issue

– photos if the item arrived damaged

### Damaged or incorrect items

If a physical item arrives damaged or you receive the wrong item, please contact the studio as soon as possible so the issue can be reviewed and resolved.

When an item arrives damaged, Ashes & Dust Studio will work with the customer case by case and, when appropriate, offer:

– a replacement

– a refund

– store credit

For one-of-a-kind items that cannot be replaced, a refund or store credit may be offered based on customer preference.

### Handmade variation

Because handmade items may include natural variation in color, grain, texture, finish, pattern, scent, or small details, slight differences from product photos are not necessarily defects.

### Non-returnable physical items

For hygiene and product-safety reasons, opened soaps and opened candles are not returnable. Unused soaps and unused candles may be eligible for return.

### Digital products

Digital software products are non-returnable once they have been delivered, downloaded, or accessed.

If you experience a technical issue with a digital product, please contact Ashes & Dust Studio so the problem can be reviewed. In some cases, support, updated instructions, replacement files, or store credit may be offered.

### Store credit for digital products

Because digital products can still be retained after access, refunds are not offered for digital software products. In limited cases, store credit may be offered at the studio’s discretion.

## Details still to customize

– Exact customer contact window after delivery

– Whether you want a stricter return rule for some handmade categories

– Contact page URL once it exists

## Suggested short version

`Unused physical products may be eligible for return, while damaged or incorrect items are handled case by case with replacement, refund, or store credit when appropriate. Opened soaps and candles are not returnable. Digital software products are non-refundable after delivery or download, though store credit may be offered in limited cases.`