Returns & refunds policy

Last updated November 3, 2026

Crown & Fluff makes personalized digital cards. There is no physical item to return. This policy covers problems with a paid, delivered card in a one-, three-, or five-card pack.

What can qualify

Report a specific technical or delivered-card defect, such as missing or damaged output that cannot be opened, or a verified mismatch in the pet, greeting, or card copy against your selected inputs. Style preference and general dissatisfaction are unsupported. We review the order, selected choices, delivered card, and available evidence, including image content where a visual claim is made.

How to report a problem

Sign in to My workspace, open the affected delivered card, and choose Report a problem. Identify the exact card, describe the defect, and attach a clear screenshot or image when useful. You can make one web case per card, with at most one active case on an order at a time. Reporting a problem does not itself issue a refund.

Review and decision

Automated review may close an unsupported report with an explanation, ask for more evidence, or send a qualifying case to Joseph for a final decision. If we request evidence, you have one reply opportunity; we re-evaluate it and close the case if it remains insufficient. Joseph approves or rejects qualifying cases in the Business Recorder. A rejection includes a reason. My workspace and email show your outcome. A closed web case is final; email support.factory@kronowave.com for exceptional follow-up. Email does not automatically reopen a case or reverse a decision.

If Joseph approves

We refund the affected card's share of the amount actually paid, including its pack allocation, to the original Stripe payment. Your other cards remain available. My workspace shows refund processing and Stripe's resulting status. We withdraw gallery permission for the refunded card after the refund is confirmed; other cards' permissions remain as they were.

On this LIVE storefront, Stripe processes real payments and Joseph-approved refunds go to the original payment method.