Refund policy
RETURN & REFUND POLICY
Thank you for supporting our indie animation series! Please read the policy carefully before placing your order.
Pre-Order Policy
Some items in our store are offered as pre-orders, which means you are purchasing merchandise before it has been fully manufactured.
While we have leftover stock from our previous Kickstarter that is ready to ship, certain items may require additional production time before dispatch. Estimated timelines—when available—will be provided on the product page.
Pre-order product images may include prototypes or concept art. Final design may vary depending on manufacturer feedback.
Returns, Refunds & Cancellations
All orders are final.
We do not offer:
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Returns
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Exchanges
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Refunds
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Order cancellations
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Change-of-mind requests
Please ensure all details entered at checkout are correct before submitting your order.
Modifying Orders
Adding Items to an Existing Order
Once an order has been placed, we are unable to add additional items due to system limitations.
Changing Your Shipping Address
If your order has not yet shipped, we may be able to update your shipping address.
Please email us with:
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Name
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Order Number
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Original Shipping Address
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New Shipping Address
Important:
We are not responsible for lost mail, failed deliveries, or refund/cancellation requests caused by an incorrectly provided shipping address.
Lost or Stolen Packages
If your order is marked as delivered but is missing, or you believe it was lost or stolen, please file a claim with the courier and provide any relevant photo/video evidence.
Unfortunately, we cannot offer reshipments, replacements, or refunds for packages lost or stolen after they have been handed over to the delivery carrier.
Shipping Information
Worldwide Shipping
We ship internationally to most countries.
However, due to carrier restrictions, some destinations cannot be serviced.
Please review the list of countries we cannot ship to before ordering.
Customers are responsible for any customs duties, VAT, or import taxes charged by their local customs office.
We cannot refund or cancel orders that are returned or refused due to unpaid customs fees.
Processing vs. Shipping Times
Processing Time:
8–15 business days (time required to prepare, pack, and hand over your order to our 3PL fulfilment partner in China).
Shipping Time:
Time taken by the courier to deliver your order. Delivery duration varies by country and carrier.
Order & Tracking Notifications
You will receive:
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Order Confirmation Email when your order is placed
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Shipping Confirmation Email with tracking information once your order is fulfilled
All physical orders include tracking.
International Customs Fees
Customs duties and import taxes may be charged when your order enters your country. These fees:
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vary by region
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are not included in your order total
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are the customer’s responsibility
If your country requires a personal tax ID (e.g., EU, Brazil, etc.), please include it in your order notes.
While we do our best to help, customs authorities may impose additional processing or administrative fees. Please check your local import regulations for clarity.
European Union – 14-Day Cooling-Off Period
If your order is delivered to an address within the European Union, you have the legal right to:
Cancel the order within 14 days of receiving your items — for any reason and without justification.
To qualify:
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Items must be unused, unworn, and in their original packaging
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You must provide proof of purchase
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You are responsible for return shipping costs unless the item is faulty
This EU right applies only to orders shipped into the EU.
For all other regions, all sales are final and our no-returns policy applies.
Faulty or Defective Items
While rare, if your item arrives damaged or defective, please contact us within 7 days of delivery with:
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Order Number
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Clear photos/videos of the issue
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Packaging photos
We will assess the claim and determine next steps in compliance with Australian Consumer Law.
Contact Us
For any questions, order issues, or address updates, please contact:
Studio Psycho Pty Ltd
📧 studiopsychoanimation@gmail.com
ABN: 98 692 842 201
