Effective date: [insert date before launch]
This policy explains how refunds, returns, and cancellations work for both ready-made stock and custom commissions.
1. Ready-made stock
- Unused, unworn items may be returned within 14 days of delivery for a refund to your original payment method or store credit — your choice.
- Return shipping is paid by the customer unless the item arrived damaged or defective.
- If an item arrives damaged or defective, contact us within 7 days of delivery with photos, and we'll offer a replacement or a full refund, including original shipping cost.
2. Custom commissions
Because custom pieces are made specifically to your requested colorway and specs, refund terms work differently from stock items:
- Before production begins: if you cancel within 48 hours of paying your deposit, and production has not yet started, your deposit is refunded in full.
- Once production has begun: deposits become non-refundable, since materials have been committed and work time has already gone into your piece.
- Balance payments: the remaining balance is due once your piece is complete, before it ships or is handed off. If the finished piece does not match the colorway/specs you agreed to in your quote, tell us before paying the balance — we'll make it right with a correction or a partial refund, at our discretion.
- After completion and balance payment: refunds are not offered for a simple change of mind, since the piece was built specifically to your specifications. If there's a genuine quality issue or the piece doesn't match what was quoted, contact us — we want you happy with what you ordered.
3. Revisions
If your finished custom piece doesn't match the agreed colorway or specs, we'll do one round of revisions at no extra cost. Revisions for changes outside the original request (a different colorway than what you asked for, for example) may involve an additional charge.
4. Lost or damaged in shipping
If your order arrives visibly damaged or never arrives, contact us within 7 days of the delivery date (or expected delivery date, if it never showed up). We'll file a claim with the carrier and work with you on a replacement or refund once that claim is resolved.
5. How refunds are issued
Approved refunds are returned to your original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.
6. Requesting a refund or return
Email [refunds@sensualsurvival.store] with your order number and a description (and photos, if it's a damage or quality issue) and we'll get back to you as soon as we can.