Refund policy

Replacement Policy

Every Relix Studio replica is custom-made from photos provided by the customer. Each piece is unique, hand-finished, and cannot be resold. All sales are final and non-refundable. By placing an order, you acknowledge and accept this.

If your item arrives damaged or has a verifiable manufacturing defect, we will send a free replacement under the conditions described below. We do not issue cash refunds under any circumstances.

Eligible for replacement

We send a free replacement when an item arrives damaged in transit or has a manufacturing defect. To qualify, all of the following must be met:

  • You contact us within 72 hours of delivery via our Contact page.
  • You provide clear photos showing:
    • The damaged item from multiple angles
    • The original shipping box, including any visible damage to the packaging
  • You retain all original packaging until we have made a determination on your claim.

We assess each claim individually. If approved, we send a replacement at no additional cost to you. We may request the return of the damaged item before the replacement ships. We do not issue refunds in lieu of a replacement.

Not eligible for replacement

  • Change of mind, buyer's remorse, or the item no longer being wanted.
  • Slight variations in color, finish, or detail compared to the photos provided. Each replica is hand-finished and minor natural variation is part of the process and not considered a defect.
  • Damage caused after delivery, including drops, mishandling, exposure to moisture, heat, or direct sunlight, or any modification by the customer.
  • Items reported damaged more than 72 hours after delivery.
  • Claims made without the original packaging.
  • Photos that are unclear, incomplete, or inconsistent with the claim.

Order cancellation

Custom orders cannot be canceled once production has begun, which is typically within 24 hours of order placement. If you need to cancel, contact us as soon as possible — we will cancel your order only if production has not yet started. Once production begins, the order is final and cannot be canceled or refunded.

Disputes

We reserve the right to refuse replacement claims where evidence is insufficient, inconsistent, or fraudulent. Submission of a claim does not guarantee approval.

Questions

If you have questions about this policy before placing an order, please reach out via our Contact page. We are happy to clarify anything in advance.