Terms of Use

Refund policy

Return & Refund Policy

Second Nature By Hand

At Second Nature By Hand, your satisfaction is very important to us. Each item is carefully crafted and prepared with attention to detail, and we truly appreciate your support of our business. If for any reason you experience an issue with your order, we are committed to working with you to find a fair and timely resolution.

Refunds & Order Issues

Our items are made to order and are therefore not eligible for return. If there is a problem with your order — including damaged items, incorrect products, or concerns about quality — please contact us as soon as possible so we can assist you.

📧 Email: info@secondnaturebyhand.com

When reaching out, please include:

  • Your full name

  • Order number

  • A brief description of the issue

  • Photos (if applicable) to help us better understand the concern

Providing complete information allows us to review your request quickly and efficiently.

Review Process

All refund and return requests are reviewed on a case-by-case basis. Because many of our products may be handmade or custom, solutions may vary depending on the specific situation.

Once we receive your email, we will:

  1. Review the details of your request

  2. Contact you if additional information is needed

  3. Provide a resolution as quickly as possible

Our goal is to respond within 2–3 business days.

Custom & Personalized Items

Due to the personalized nature of custom items, these products are generally non-refundable and non-returnable unless they arrive damaged or there is an error on our part. If your custom order has an issue, please contact us immediately so we can make it right.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item:

  • Notify us within 5 days of delivery

  • Include clear photos of the product and packaging

We will evaluate the situation and may offer a replacement, store credit, or refund depending on the circumstances.

Additional Information

  • Refunds (if approved) will be issued to the original form of payment.

  • Shipping fees are non-refundable unless the error was caused by us.

  • We are not responsible for delays or issues caused by shipping carriers, but we will gladly help you file a claim if needed.

We value every customer and appreciate the opportunity to serve you. If you have any concerns about your order, please don’t hesitate to reach out. We are here to help and want you to feel confident shopping with Second Nature By Hand.