Refund policy
Refund & Return Policy
At Pointe & Ribbon, we want every order to arrive safely and exactly as expected. Because our products are seasonal and sold in limited quantities, all sales are final.
Please read this policy carefully before placing your order.
All Sales Are Final
Once an order has been placed, it cannot be returned, exchanged, or refunded due to a change of mind.
We do not provide refunds or returns for reasons including, but not limited to:
Changing your mind after purchasing
Ordering the wrong product or quantity
No longer wanting or needing the product
Finding the product elsewhere at a different price
Purchasing the product as a gift that is no longer needed
Personal preference regarding the product's appearance, packaging, or design
Failure to read the product description before ordering
Delays that are outside of our reasonable control, except where required by applicable law
By completing your purchase, you acknowledge and agree that your order is considered a final sale.
Damaged or Defective Items
Although all sales are final, we will assist you if your order arrives damaged, defective, or incorrect.
If your item arrives damaged or defective, please contact us within 30 days of delivery at:
Please include:
Your full name
Your order number
A description of the issue
Clear photographs or videos showing the damage or defect
A photograph of the packaging if it was damaged during delivery
We may request additional information or photographs in order to review your claim.
If your claim is approved, Pointe & Ribbon may provide a replacement at no additional cost.
When possible, our preferred resolution for damaged or defective products is to replace the affected item rather than issue a refund.
Refunds for Damaged or Defective Products
Refunds are not automatically provided for damaged or defective products.
If a replacement is available, we may send a replacement product instead of issuing a refund.
If we determine that a replacement cannot reasonably be provided, we may offer another appropriate resolution depending on the circumstances and applicable consumer protection laws.
Submitting a claim does not automatically guarantee approval.
Change-of-Mind Returns
We do not accept change-of-mind returns.
Please make sure that you review your order carefully before completing your purchase, including:
Product selection
Quantity
Shipping information
Billing information
Once an order has been submitted, it may enter processing quickly and may not be able to be changed or canceled.
Order Cancellations
Because orders may begin processing shortly after they are placed, orders are generally not eligible for cancellation once submitted.
If you notice an error immediately after placing your order, you may contact us at pointeandribbon@outlook.com.
We will do our best to assist you, but we cannot guarantee that changes or cancellations can be made once an order has entered processing or has been shipped.
Incorrect Items
If you receive a product that is different from the item you ordered, please contact us within 30 days of delivery.
Send your order number along with photographs of the item you received to:
If we confirm that an incorrect item was sent, we will work with you to provide an appropriate replacement at no additional cost.
Shipping Damage
If your package appears to have been damaged during shipping, please take photographs of:
The shipping box or mailer
The shipping label
The damaged product
Any damaged internal packaging
Do not dispose of the packaging until your claim has been reviewed, as we may require additional information.
Please report shipping damage as soon as possible after receiving your order.
Lost or Stolen Packages
Pointe & Ribbon is not responsible for packages that are marked as delivered by the shipping carrier but are subsequently lost, misplaced, or stolen.
If your tracking information shows that your order has been delivered but you cannot locate it, we recommend:
Checking around your property and delivery location
Asking household members or neighbors whether they received the package
Contacting the shipping carrier
Allowing a short period of time, as some carriers mark packages as delivered before the physical delivery is completed
You may also contact us at pointeandribbon@outlook.com, and we will assist where reasonably possible.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Pointe & Ribbon is not responsible for orders that are delayed, lost, or delivered incorrectly because the customer entered an incorrect or incomplete shipping address.
If you notice an error in your shipping information, contact us immediately at pointeandribbon@outlook.com.
We cannot guarantee that an address can be changed once the order has entered processing or shipment.
Refused or Undeliverable Packages
If a package is returned to us because it was refused, unclaimed, or sent to an incorrect address provided by the customer, the order may remain non-refundable.
Additional shipping charges may apply if the customer requests that the package be shipped again.
Product Appearance
Minor differences in colors, packaging, printing, or appearance may occur due to screen settings, photography, manufacturing, or production variations.
These minor differences are not considered defects and do not qualify for a refund or return.
Holiday and Seasonal Products
Pointe & Ribbon products may be seasonal and sold for a limited period.
Because of the time-sensitive nature of seasonal products, we cannot accept returns simply because the product was received after the customer intended to use it when the delay resulted from circumstances outside our reasonable control.
We strongly recommend ordering holiday products early enough to account for potential shipping delays.
Return Shipping
Do not send any product back to us unless you have first contacted pointeandribbon@outlook.com and received instructions from our customer support team.
Unauthorized returns may not be accepted or processed.
If we determine that a product needs to be returned because it was damaged, defective, or incorrectly sent, we will provide instructions regarding the return process.
Abuse of the Policy
Pointe & Ribbon reserves the right to refuse claims that appear fraudulent, abusive, misleading, or inconsistent with this policy.
Examples may include repeated claims for damaged products without reasonable evidence, altered photographs, or claims made outside the stated reporting period.
Consumer Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.
Where local law provides rights that cannot legally be waived or excluded, those rights will continue to apply regardless of the terms of this policy.
Contact Us
If you have questions about an order, damaged item, defective product, or this Refund & Return Policy, please contact us at:
Pointe & Ribbon
Email: pointeandribbon@outlook.com
When contacting us about an existing order, please include your order number so we can assist you more quickly.