RETURN & REFUND POLICY

At The House of Prairie, many of our products are personalized and made to order just for you. Because of the custom nature of these products, we do not accept returns or exchanges unless an item arrives damaged, defective, incorrect, or significantly different from the approved design.

Please do not return any item without contacting our Customer Support team first.

RETURN ELIGIBILITY

We accept return, replacement, or refund requests only in the following situations:

• The item arrives damaged during shipping.
• The item has a manufacturing defect or printing quality issue.
• You receive the wrong item.
• The finished product is significantly different from the approved design preview.

Any return, refund, or replacement request must be submitted within 30 days after your order has been delivered.

DESIGN APPROVAL

For personalized products, we will email you a design preview before production begins.

You may request changes during the review period.

If we do not receive a reply within 24 hours after sending your design preview email, production will automatically begin using the design preview provided in order to keep your order on schedule and avoid unnecessary production and shipping delays.

Once production has started, we cannot guarantee any further design changes or order modifications.

REFUNDS & REPLACEMENTS

To request a refund or replacement, please contact us and provide:

• Your order number.
• Clear photos showing the issue.
• A brief description of the problem.
• For printing, size, or placement issues, photos clearly showing the affected area. We may request photos with a measuring tape or ruler when necessary.
• For missing or incorrect items, photos of the items received and the package, including the shipping label when available.

We typically review refund or replacement requests within 1–3 business days after receiving the required information.

Our team will carefully review your request and determine the most appropriate solution, which may include:

• A replacement.
• A partial refund.
• A full refund.

Approved refunds will be issued to your original payment method.

Once a refund has been issued, please allow approximately 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

NON-REFUNDABLE SITUATIONS

We do not offer refunds, returns, or replacements for:

• Incorrect size selected by the customer.
• Incorrect personalization details submitted by the customer.
• Incorrect or incomplete shipping address provided by the customer.
• Minor color differences caused by monitor settings, mobile devices, photography lighting, or reasonable variations in the printing process.
• Shipping delays caused by the carrier, weather, or other circumstances beyond our control.
• Orders that have already entered production, except where the finished product qualifies for a refund or replacement under this policy.
• Buyer’s remorse or change of mind.
• Orders refused by the customer.
• Products produced according to the approved design preview or the design preview automatically approved after the 24-hour review period, unless the item arrives damaged, defective, incorrect, or has a qualifying printing or manufacturing issue.

Please carefully review all personalization details, shipping information, sizing information, and your design preview before production begins.

ORDER CHANGES & CANCELLATIONS

Orders may be modified or canceled within 12 hours of purchase.

After that time, or once production has begun, we cannot guarantee modifications or cancellations.

If you need to make any changes, please contact us as soon as possible.

DELIVERED BUT NOT RECEIVED

If your tracking information shows that your package has been delivered but you have not received it, please:

• Check around your delivery location.
• Ask family members, neighbors, or your building management.
• Contact the shipping carrier for additional delivery information.

If you still cannot locate your package, please contact us. We'll do our best to help you investigate the issue with the shipping carrier.

CONTACT US

If you have any questions regarding your order, returns, refunds, or replacements, please contact us at:

Email: support@thehouseofprairie.com

Response Time:
Within 24 business hours.