Refund Policy

Overview

At Nocturne Print Labs, we are committed to your satisfaction. Because our products are custom-made to order, our refund policy differs from standard retail policies. Please read this policy carefully before placing an order.

Custom Order Cancellations

Before Production Begins

You may cancel your order for a full refund if:

• The order has not yet entered production (status: pending_quote or quoted)
• You notify us within 24 hours of placing the order
• No work has been started on your custom design

After Production Begins

Once your order enters production (status: in_queue or printing), cancellations are generally not possible. We may offer a partial refund on a case-by-case basis, minus any materials and labor costs already incurred.

Catalog Product Returns

For pre-designed catalog items, we accept returns under the following conditions:

• The item is unused and in its original condition
• You initiate the return within 14 days of delivery
• The item is returned in its original packaging
• You cover return shipping costs (unless the item is defective)

Upon receiving and inspecting the returned item, we will issue a refund to your original payment method within 5-10 business days.

Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us within 7 days of delivery
• Provide photos of the defect or damage
• Include your order number and description of the issue

We will review your claim and, if approved, will either:

• Reprint the item at no additional cost
• Issue a full refund including original shipping costs
• Offer a partial refund if the defect is minor and you wish to keep the item

Quality Standards

We stand behind the quality of our prints. However, please note:

• Minor variations in color, texture, and layer lines are inherent to 3D printing
• Small surface imperfections do not constitute defects
• We are not responsible for design flaws in customer-provided files
• Dimensional accuracy: +/- 0.5mm is considered within tolerance

Non-Refundable Items

The following are not eligible for refunds:

• Custom-designed items that meet agreed-upon specifications
• Orders with approved quotes that were printed as specified
• Items damaged due to customer misuse or modification
• Digital files or design services
• Shipping costs (except in cases of our error or defective items)

How to Request a Refund

To request a refund or return:

1. Log in to your account and navigate to My Orders
2. Find the order and click "Request Refund"
3. Provide a reason for the refund request
4. Upload any supporting photos if applicable

Alternatively, you can email us at support@nocturneprintlabs.com with your order number and details.

Refund Processing Time

Once approved, refunds are processed within 3-5 business days. Depending on your payment method and financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

Shipping Costs for Returns

Return shipping costs are handled as follows:

• Defective or incorrect items: We provide a prepaid shipping label
• Customer-initiated returns: Customer pays return shipping
• Order cancellations before shipping: No shipping costs incurred

Exchanges

We do not offer direct exchanges. If you need a different item, please:

1. Request a refund for the original item
2. Place a new order for the desired item

For defective items, we will reprint the same item at no charge instead of issuing a refund.

Lost or Stolen Packages

Once a package is marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. We recommend:

• Providing a secure delivery address
• Using package tracking to monitor delivery
• Contacting the shipping carrier directly for missing packages

In cases of shipping carrier error or damage during transit, we will work with you to file a claim and may issue a refund or reprint based on the carrier's determination.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. Your continued use of our services after changes constitutes acceptance of the new policy.

Contact Us

If you have questions about our Refund Policy or need assistance with a return, please contact us: