Refund policy

RETURN & REFUND POLICY

At Charm Therapy, each item is handmade with care and many products are custom or personalized. Because of the custom nature of our products, we do not accept returns, refunds, or cancellations on personalized/custom orders.

If your item arrives damaged, defective, or incorrect, please contact us within 3–5 days of delivery at charmtherapy23@gmail.com with your order number and clear photos of the issue so we can make it right.

To be eligible for a return on non-custom items, your item must be unused, unworn, in its original packaging, and in the same condition you received it. Proof of purchase is also required.

To start a return request, contact us at charmtherapy23@gmail.com. Please do not send items back without contacting us first, as returns sent without approval will not be accepted.

DAMAGES & ISSUES

Please inspect your order upon arrival and contact us immediately if:
• your item is damaged
• you received the wrong item
• your order is defective

We want you to love your order and will do our best to resolve any issues quickly.

NON-RETURNABLE ITEMS

The following items cannot be returned or refunded:
• Custom or personalized items
• Sale items
• Gift cards

Because all handmade items are individually crafted, slight variations in colors, charms, beads, or details may occur and are considered normal.

EXCHANGES

We currently do not offer direct exchanges. If a return is approved for a non-custom item, you may place a new order separately.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

If your order is being shipped to the European Union, you may have the right to cancel or return your order within 14 days of delivery. Items must be unused, unworn, in original packaging, and accompanied by proof of purchase.

REFUNDS

If your refund is approved, it will be issued to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider.

If you have any questions about your order or return policy, please contact us at charmtherapy23@gmail.com.