Return & Refund Policy

Return & Refund Policy

30-Day Creative Satisfaction Guarantee

At BitByBit DIY, we want you to love your crafting experience. If you are not completely satisfied with your purchase, we accept returns within 30 days of delivery.

1. General Returns (Change of Mind)

If you decide a project isn’t right for you or you purchased the wrong kit, you may return the item within 30 days of receipt.

Conditions for Return:

• The kit must be brand new, unused, and in its original condition (tiles must be in their sealed bags).
• The item must be in the original packaging with all tools, bases, and accessories included.
• Return Shipping Cost: The customer is responsible for the return shipping fees for non-quality related returns.
• ⚠️ No Exchanges Policy: Due to the handcrafted nature of our products and the manual preparation involved in every order, we do not accept exchanges. If you would like a different kit, please follow the return process for your original item and place a new order on our website.
• Note: Personalized, custom-designed kits, or Clearance items are final sale and cannot be returned unless they arrive defective.

2. Defective, Damaged, or Wrong Items

Every BitByBit kit undergoes a 1-7 day manual inspection to ensure quality. However, if an error occurs, we will make it right immediately.

Reporting Timeframe:

• Damaged/Wrong Item: Please report the issue to support@bitbybitdiy.com within 48 hours of delivery. Please include photos of the packaging and the items.
• Defective Item: If you discover a manufacturing defect (e.g., missing essential tiles or a warped base), please report it within 30 days of receipt.

Our Solution: Once the issue is confirmed, we will provide a pre-paid return label, send a free replacement, or issue a full refund, depending on your preference. You will not be charged any additional shipping fees for our errors.

3. How to Initiate a Return

Please do not send items back to our corporate address or the shipping origin without contacting us first.

To start a return:

1. Email us at support@bitbybitdiy.com with your Order ID and the reason for the return.
2. For damaged or defective items, please attach photos or videos clearly showing the issue.
3. Our support team will review your request within 1-2 business days and provide you with the correct return address and specific instructions.

4. Refunds

Once your return is received and inspected at our facility, we will notify you of the status of your refund.

• Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment (PayPal or Credit Card) within 3-5 business days.
• Late Refunds: If you haven’t received a refund yet, please first check your bank account or PayPal activity. Then, contact your credit card company or bank, as it may take additional time for the transaction to be officially posted.

5. Order Cancellation

We accept order cancellations before the product has been shipped or entered the final production phase.

• If the order is cancelled in time, you will receive a full refund.
• Once an order has been shipped, we cannot cancel it, and the standard return process must be followed.

Connect With Us

We believe that trust is the most important “bit” of our business. Whether you need guidance on a project or have a question about your order, our dedicated team is here to help.

Company Name: SINTEL GLOBAL INC.

E-mail: support@bitbybitdiy.com

Phone number: +1 (213) 865-9318

Address: 999 18TH ST UNIT 3026,DENVER, CO 80202, USA

 (The above address is not the return address, if you want to return, please contact our customer service by email)

Service Hours: Monday-Sunday from 10 am – 5 pm(CST)

Updated on March 16, 2026
Best Regards
https://www.bitbybitdiy.com/