Refund policy

 The purpose of these policies is to ensure smooth operations, high-quality craftsmanship, customer satisfaction, and compliance with legal and regulatory standards.

 Business Hours and Contact Information

  • Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM; Saturday and Sunday Closed
  • Contact Information:
    • Email: info@hollowayscustomdesigns.com
    • Phone: 904-930-8075
    • Website: hollowayscustomdesigns.com

Customer Orders and Customization

  • Order Placement: All custom orders must be placed through our online store, or via email.
  • Order Confirmation: Once an order is placed, a confirmation email will be sent detailing the custom specifications and expected delivery time.
  • Design Process:
    • Initial consultation with the customer to understand the design requirements.
    • A draft or mock-up will be provided with watermark (if applicable) for customer approval before production begins. 
    • Any adjustments to the design must be communicated and agreed upon before work begins. 2 free adjustments then $10 per change thereafter. 
  • Design Fees: Some custom designs may incur an additional design fee depending on complexity. Design without watermark will incur a $25 design fee to remove.

Production and Delivery

  • Production Timeline: Production will commence once the design is approved. Estimated time for production will be provided based on complexity and materials needed. Delays may occur if materials are out of stock.
  • Quality Control: Each product will undergo a final inspection before shipping to ensure it meets quality standards.
  • Shipping: Shipping costs will be calculated at checkout. We offer standard and expedited shipping options.
    • Products will be shipped through [carrier], and a tracking number will be provided once the order has shipped.
  • Local Pickup: If customers prefer, orders can be picked up in person at the business location.

Pricing and Payment

  • Pricing: Prices are determined based on the complexity, size, and materials required for each custom order.
  • Payment Terms:
    • Payments are due upon order confirmation for all custom pieces.
    • Accepted payment methods include credit/debit cards, PayPal, and [other payment methods].
  • Refunds and Cancellations:
    • Cancellations can be made within 24 hours of placing the order.
    • Custom orders are non-refundable once production has started unless there is a defect in the product or an error on our part.
    • If a product is damaged during shipping, a claim will be filed, and a replacement will be issued at no additional cost.

Materials and Sourcing

  • Material Quality: We source high-quality materials to ensure the longevity and durability of our products. If there are any material shortages or substitutions, customers will be notified before production begins.
  • Sustainable Sourcing: [Business Name] strives to use eco-friendly and sustainable materials where possible and is committed to minimizing waste in our production processes.

Customer Communication and Support

  • Communication Protocol: We will respond to customer inquiries within 1 business day. If customers have questions or concerns about their orders, they can reach out via email, phone, or the contact form on our website.
  • Customer Satisfaction: Our goal is to ensure customers are fully satisfied with their custom products. If any issues arise with the product or order process, we encourage customers to contact us so we can resolve the issue promptly.

Intellectual Property and Copyright

  • Ownership of Designs: Custom designs created by Holloways Custom Designs, are the intellectual property of the company unless otherwise agreed upon with the customer.
  • Copyright: Customers are not permitted to reproduce, sell, or distribute any designs created by the business without written permission.
  • Client-owned Designs: If a client provides their own design or artwork, they affirm that they own the rights to the design and are not infringing on any copyrights.

Privacy Policy

  • Data Collection: We collect customer information such as name, email address, shipping address, and payment details solely for the purpose of processing orders.
  • Data Security: All customer data is stored securely and will never be shared with third parties, except for the purpose of fulfilling orders (e.g., shipping carriers).
  • Cookies: Our website uses cookies for tracking purposes to improve the user experience.

Returns and Warranty

  • Returns: Custom-crafted products are typically non-returnable
  • Warranty: We offer a 3 day warranty after receiving item on all products to ensure that they meet the highest quality standards. If an issue arises with craftsmanship, we will repair or replace the product at no cost.

Business Ethics and Practices

  • Transparency: We are committed to being transparent with customers about pricing, timelines, and any challenges that may arise during the order process.
  • Customer Relationship: We aim to build long-term relationships with our customers based on trust and satisfaction.