Refund policy
De’Ka Creative Studios — Return & Refund Policy
At De’Ka Creative Studios, our botanical products are carefully prepared in small batches and packaged with intention. Because many of our products are designed for direct contact with the skin, hair or body, we maintain strict hygiene and product-handling standards.
Please review our return and refund conditions before placing an order.
1. SEVEN-DAY RETURN POLICY
We accept requests for voluntary returns of eligible, unopened products within seven (7) calendar days of delivery.
To qualify, products must be unused, unopened, in their original packaging and have any protective or hygiene seals intact. Proof of purchase is required.
All returns require prior approval. Please do not mail products back without receiving return instructions from De’Ka.
Once a returned item has been received, it will not be resold. This precaution helps us protect product integrity and customer safety.
2. NON-RETURNABLE PRODUCTS
For hygiene, safety and product-integrity reasons, the following products are not eligible for voluntary returns once opened, used or unsealed:
Soaps, shampoo bars and conditioner bars; facial cleansers, masks, serums and creams; hair oils, tonics, masks and liquid conditioners; body butters, scrubs, bath salts and foot soaks; and botanical rubs, balms and other topical preparations.
Personalized Rituals and other products prepared to a customer's specifications are generally not eligible for change-of-mind returns.
These restrictions do not exclude remedies for defective, damaged, incorrect or otherwise nonconforming products, or any rights provided by applicable law.
3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order upon delivery. If an item arrives damaged, leaking, defective or different from what you ordered, we ask that you contact us within 48 hours of delivery whenever reasonably possible.
Send your order number, a description of the issue and clear photographs if available.
We will review the issue and arrange an appropriate remedy, which may include a replacement, refund or another resolution.
The 48-hour notification request does not limit your legal rights if you discover a defect or other covered problem later.
4. PERSONALIZED RITUALS
Personalized Rituals and Custom Orders
Personalized products are formulated or prepared according to the individual preferences and customization details confirmed with each customer.
Personalized products are generally not eligible for voluntary change-of-mind returns, including returns based on fragrance preferences or requests to change ingredients after the agreed formulation has been prepared.
If a personalized product is damaged, defective or does not match the confirmed order, please contact us for assistance.
Order Cancellations
Customers may request cancellation within one (1) hour of placing an order, using the cancellation option available through our online store when eligible.
Because our botanical products are prepared or packaged in small batches, we may begin processing orders shortly after they are received.
After the one-hour cancellation window has expired, please contact us at accounting@dekacreativestudios.com as soon as possible. We will review cancellation or modification requests individually based on the order's preparation and fulfillment status. Approval cannot be guaranteed.
Personalized Rituals may enter preparation once customization details have been confirmed. Once preparation has begun, changes or cancellations may no longer be possible, except where required by applicable law.
Refunds for Canceled Orders
When a paid order is successfully canceled, any applicable refund will be issued to the original payment method in accordance with our refund procedures and applicable law.
Nothing in this cancellation policy limits mandatory cancellation, withdrawal or refund rights provided by applicable consumer-protection laws.
5. HOW TO REQUEST A RETURN
Email accounting@dekacreativestudios.com with your order number, the product involved and the reason for your request.
If the return is approved, we will provide instructions for sending it back. Do not return products before receiving authorization.
Approved voluntary returns must be sent within seven (7) calendar days of receiving our return instructions.
6. RETURN SHIPPING
Customers are responsible for shipping costs associated with approved voluntary returns.
Original shipping charges are generally nonrefundable for voluntary returns.
If an item is defective, damaged or incorrect, De’Ka will arrange an appropriate remedy, including return shipping when required.
Any statutory rights to reimbursement of original delivery costs remain unaffected.
7. REFUNDS
We will notify you after reviewing your return or refund request and, where required, inspecting the returned product.
Approved refunds will be issued to the original payment method within ten (10) business days of approval, unless a shorter period is required by applicable law.
Your bank or payment provider may require additional time to post the credit.
If more than fifteen (15) business days have passed since your refund was approved and you have not received it, please contact us.
8. EXCHANGES
We do not ordinarily offer direct exchanges of personal-care products for changes in preference.
If an eligible return is approved, you may place a separate order for another product.
For incorrect or defective items, contact us so we can arrange an appropriate resolution.
9. INTERNATIONAL ORDERS
Where applicable, customers retain any mandatory consumer rights provided by the laws of their country or region.
Eligible EU customers generally have a statutory 14-day withdrawal period. Exceptions can include products genuinely made to individual specifications and certain sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not remove rights concerning defective goods.
10. CONTACT INFORMATION
De’Ka Creative Studios
Boutique Botanical Apothecary
Puerto Rico
Email: accounting@dekacreativestudios.com
Crafted with Intention. Arraigados en Tradición.