Refund policy
Create Marketplace – Refund, Return & Cancellation Policy
At Create Marketplace, we pride ourselves on supporting independent creators, makers, and vendors. Because our platform features unique and custom items from various shops, we want to make our return and cancellation processes as smooth and transparent as possible.
1. The 30-Day Return Window
We offer a 30-day return policy, which begins the day your item is delivered.
To be eligible for a return, your item must be:
- In the same condition that you received it.
- Unworn or unused, with all original tags attached.
- In its original packaging.
- Accompanied by the receipt or proof of purchase.
Please note: Whether you shop with us in-store or online, please note: Certain vendors within Create Marketplace operate under a strict no-return policy. Vendor-specific return policies are posted directly in their individual physical booths. Any items designated as final sale by the vendor, as well as any items purchased from vendors who are no longer actively selling in our marketplace, cannot be accepted for a return, refund, or exchange.
2. How to Start a Return & Return Costs
To initiate a return, please visit our self-service return portal directly:
Please Note:
- Return Shipping: Customers are responsible for providing and covering the cost of return shipping.
- Restocking Fee: All approved returns are subject to a 5% restocking fee, which will be deducted from your final refund amount.
- Authorized returns must be sent to our central marketplace processing address: 14647 Delaware St, Suite 700, Westminster, Colorado 80023. Items sent back to us without first requesting a return through the portal will not be accepted.
3. Order Cancellations
Change your mind? We offer a strict 1-hour cancellation window from the exact time your order is placed, provided the item has not yet been fulfilled. If you need to cancel your order within this timeframe, please contact us immediately at returns@createmarketplace.co. Once an hour has passed or an item is fulfilled, the order cannot be canceled and must go through our standard return process.
4. Damages, Issues, and Handcrafted Variations
Please inspect your order immediately upon arrival. Because many of our items are uniquely crafted, if you receive an item that is defective, damaged, or completely different from what you ordered, please submit a request through our return portal or reach out to us at returns@createmarketplace.co so we can evaluate the issue and make it right.
5. Non-Returnable Items & Exceptions
Certain types of items cannot be returned due to their nature. These include:
- Perishable goods (such as food, flowers, or plants).
- Custom or personalized products (such as special orders, custom art, or personalized engravings).
- Personal care goods (such as beauty and cosmetics products).
- Hazardous materials, flammable liquids, or gases.
- Sale items and gift cards.
6. Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted through our portal, you can make a separate, brand-new purchase for the replacement item.
7. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must still meet our standard return conditions (unworn, unused, with tags, and in original packaging), though standard return shipping and restocking rules will apply where applicable by law.
8. Refunds & Processing Times
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, you will be automatically refunded on your original payment method (minus the 5% restocking fee) within 10 business days. Please keep in mind that it can take additional time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since your return was approved and you haven't received it, please reach out to us at returns@createmarketplace.co.