Refund policy

Last updated: November 7, 2026

REFUND POLICY

Thank you for supporting our small family business! Every Lucas & Co Creative product is mixed, packed, or printed by hand in small batches, and we want you to love your order.

Damaged, missing, or incorrect items
If your order arrives damaged, is missing something, or isn’t what you ordered, please email us at hello@lucasandcocreative.com within 7 days of delivery. Include your order number and a photo of the item and packaging. We’ll make it right with a replacement or a full refund, your choice. You won’t need to send anything back.

Returns
Because our sensory fillers are open-play materials, we can’t accept returns on bags that have been opened, for hygiene and safety reasons. Unopened, sealed bags may be returned within 14 days of delivery for a refund of the item price. Please email us before sending anything back so we can share return instructions. Return shipping is the customer’s responsibility, and original shipping charges are not refundable.

3D-printed and made-to-order items
3D-printed pieces and add-ons are made to order, so they can’t be returned or exchanged unless they arrive broken or defective. If that happens, contact us within 7 days of delivery with a photo and we’ll send a replacement.

Cancellations and changes
Need to change or cancel your order? Email us as soon as possible. We can cancel for a full refund as long as your order hasn’t shipped yet. Once it ships, the return policy above applies.

Refunds
Approved refunds go back to your original payment method. Please allow 5 to 10 business days for your bank or card issuer to process it.

Questions?
We’re always happy to help. Reach us anytime at hello@lucasandcocreative.com.