Refund policy
Last updated: July 11, 2026
At Resinistic, each item is carefully handmade or selected with care. Please read our Return & Refund Policy before placing an order.
1. Ready to Ship / Standard Items
Ready to Ship items are items that are already made and sold as shown, without customisation or personalisation.
In accordance with EU consumer rules, customers purchasing Ready to Ship / standard items online have the right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason.
To request a return, please contact us within 14 days of receiving your order.
To be eligible for a return, the item must be:
• Unused
• In its original condition
• In its original packaging where possible
• Not damaged, altered, used, or personalised after purchase
Once the returned item is received and inspected, we will process the refund using the original payment method where possible.
2. Return Shipping Costs
Unless the item is faulty, damaged on arrival, or incorrect, the customer is responsible for the cost of returning the item.
Original delivery charges are not refundable unless the return is due to an error on our part, or the item is faulty, damaged, or not as described.
Returned items must be packaged carefully. We are not responsible for items that are damaged during return delivery due to insufficient packaging.
3. Custom-Made and Personalised Items
Custom-made and personalised items are created especially for you and may include names, dates, wording, photos, colours, flakes, flowers, petals, design details, or other personalisation.
Because these items are made to your specifications, they cannot be returned, exchanged, cancelled, or refunded once work has started.
This includes, but is not limited to, personalised souvenirs, custom magnets, keychains, plaques, coasters, bookmarks, trays, photo keepsakes, gift boxes, and any item created or customised according to your request.
Please check all names, dates, wording, photos, colours, and order details carefully before confirming your order or approving any preview.
4. Deposits, Cancellations and Refunds for Custom Orders
For custom orders placed through Messenger, Facebook, Instagram, email, or other direct messages, a deposit is required to confirm the order.
For website orders, full payment is taken at checkout.
Whether a deposit or full payment has been made, custom-made and personalised orders cannot be cancelled or refunded once work has started. This is because materials, design preparation, personalisation, and production time have already been allocated to your order.
In some cases, if full payment has been made and only part of a larger order has been started, a partial refund may be considered at our discretion. Any amount refunded will depend on the materials used, work already completed, design preparation, personalisation, and time already allocated to the order.
If we need to cancel an order before work has started, or due to insufficient time or material availability, a full refund will be issued.
5. Damaged, Faulty, or Incorrect Items
Please check your order as soon as you receive it.
If your item arrives damaged, faulty, or incorrect, please contact us within 14 days of receiving your order.
When contacting us, please include:
• Your order details
• Clear photos of the item
• Clear photos of the packaging, if the item arrived damaged
We will review the issue and, where appropriate, offer a repair, replacement, refund, or another suitable solution.
Damage caused by misuse, dropping, heat exposure, incorrect care, normal wear and tear, or failure to follow care instructions is not considered a fault.
6. Handmade Variations
Each item is handmade and poured one by one, so slight variations in colour, finish, placement, and overall appearance may occur.
For larger orders such as souvenirs, the requested colour will be followed as closely as possible. However, as resin is mixed and poured by hand in small batches, slight colour variations may occur between pieces.
Small bubbles, slight handmade imperfections, minor colour differences, and natural variations in handmade resin items are not considered faults.
7. Resin Care
Resin items must be handled with care and kept away from direct heat, strong sunlight, and hot cars, as excessive heat may soften the resin or affect the colour and finish.
Please avoid harsh chemicals, alcohol-based cleaners, soaking, dishwashers, microwaves, ovens, or exposure to high heat.
Damage caused by heat exposure, incorrect care, or misuse is not eligible for a refund or replacement.
8. Order Cancellations by Resinistic
We reserve the right to cancel an order if we are unable to complete it within the required timeframe, if the requested materials are unavailable, or if the order cannot be fulfilled as requested.
If we need to cancel an order before work has started, or due to insufficient time or material availability, a full refund will be issued.
9. How to Request a Return or Refund
To request a return, report an issue, or ask about a refund, please contact us at:
Email: resinistic@gmail.com
Please include your order details and photos where applicable.