Return Policy

Last updated: December 30, 2024

Custom Product Nature

All products offered by Calmshlight are custom-created based on your specific design requirements. Each figurine is made to order according to your approved specifications. Due to the personalized nature of our products, we have specific policies regarding returns and refunds.

Return Timeframe

You have 7 days from the date of delivery to report any quality issues or defects with your custom figurine. This timeframe applies to:

  • Manufacturing defects
  • Damage that occurred during our handling or shipping
  • Significant deviations from the approved design
  • Quality issues that do not meet our standards

For shipping damage, you must contact us within 48 hours of delivery to be eligible for a replacement or refund.

Issues reported after these timeframes may not be eligible for return or refund.

Return Conditions

To be eligible for a return, your item must meet the following conditions:

  • The issue must be reported within the specified timeframe (7 days for quality issues, 48 hours for shipping damage)
  • The product must be in its original condition (for quality issues, we understand the item may be defective)
  • All original packaging and documentation must be retained (especially for shipping damage claims)
  • Clear photographic evidence of the issue must be provided
  • The issue must be verified by our team as a legitimate quality defect or shipping damage

Returns will only be accepted for verified quality defects, manufacturing errors, or shipping damage. Change of mind or personal preference differences are not eligible for returns.

Return Shipping Costs

Return shipping costs are handled as follows:

  • Quality defects or manufacturing errors: Return shipping is covered by Calmshlight. We will provide a prepaid return shipping label.
  • Shipping damage: Return shipping is covered by Calmshlight. We will provide a prepaid return shipping label.
  • Change of mind or non-qualifying returns: If a return is approved for reasons other than quality issues, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping method for all returns and retaining proof of shipment until the return is processed.

Return Process

To initiate a return, please follow these steps:

  1. Contact us: Email or call us within the specified timeframe with your order number and a description of the issue
  2. Provide documentation: Send clear photographs showing the defect or damage from multiple angles
  3. Review and approval: Our team will review your claim and determine if the return is eligible
  4. Receive instructions: If approved, we will provide return instructions and a prepaid shipping label (if applicable)
  5. Ship the item: Package the item securely using the original packaging (if available) and ship it back to us
  6. Processing: Once we receive and inspect the returned item, we will process your refund or replacement

Please do not return items without first contacting us and receiving approval. Unauthorized returns may not be processed.

Non-Returnable Items

Custom figurines cannot be returned or refunded in the following situations:

  • Change of mind after approval of the design
  • Personal preference differences from the approved design
  • Damage that occurred after delivery (accidental damage, misuse, or modifications)
  • Issues not reported within the specified timeframe (7 days for quality issues, 48 hours for shipping damage)
  • Normal wear and tear
  • Modifications made to the product after delivery
  • Items that have been used in a way that causes damage
  • Items returned without prior authorization
  • Items returned without proper documentation or photographs

If you are unsure whether your situation qualifies for a return, please contact us, and we will review your specific case.

General Legal Requirements

This Return Policy complies with applicable consumer protection laws, including:

  • Federal Trade Commission (FTC) regulations regarding consumer rights
  • State consumer protection laws of South Carolina
  • Uniform Commercial Code (UCC) provisions applicable to custom goods

Your rights under applicable consumer protection laws are not limited by this policy. This policy provides additional protections beyond what may be required by law.

If you are located outside the United States, local consumer protection laws may apply. We will work with you to ensure compliance with applicable regulations in your jurisdiction.

Design Approval Process

Before production begins, you will receive 3D model previews for approval. This approval process ensures that the final product meets your expectations. By approving the design, you confirm that the specifications, dimensions, and design elements are correct.

Once you approve the design, production will begin, and changes to the design may not be possible without additional fees.

Order Cancellation Policy

Order cancellations are handled as follows based on the stage of your order:

  • Before design approval: Full refund minus any design fees already incurred (typically 20-30% of order value)
  • After design approval but before production: Refund minus design costs (typically 30-40% of order value)
  • After production has begun: No refund available, as materials and labor have been committed
  • After shipping: Standard return policy applies (returns only for quality issues or shipping damage)

To cancel an order, contact us as soon as possible. Cancellation requests will be processed within 2-3 business days, and refunds (if applicable) will be issued according to our refund processing timeline.

Quality Guarantee

We stand behind the quality of our work. If your figurine arrives with manufacturing defects or damage, we will work with you to resolve the issue. Quality issues include:

  • Structural defects in the print
  • Significant deviations from the approved design
  • Damage that occurred during our handling (prior to shipping)
  • Poor finish quality that does not meet our standards
  • Missing or incorrect design elements

Reporting Issues

If you receive a defective or damaged item, please contact us within the specified timeframe. You must provide:

  • Your order number
  • Clear photographs of the issue from multiple angles
  • A detailed description of the problem
  • Date of delivery

We will review your claim and determine the appropriate resolution within 3-5 business days.

Returns for Quality Issues

If we determine that the product has a quality defect, we will offer one of the following solutions:

  • Free reproduction of the figurine with corrected issues
  • Full refund of the purchase price
  • Partial refund if the issue is minor and you wish to keep the item

Return shipping for defective items will be covered by Calmshlight. We will provide a prepaid return shipping label.

Shipping Damage

If your figurine arrives damaged due to shipping, please:

  • Document the damage with photographs immediately (before unpacking, if possible)
  • Retain all packaging materials (boxes, padding, etc.)
  • Contact us within 48 hours of delivery
  • Provide your order number and detailed description

We will work with the shipping carrier to file a claim and arrange for a replacement or refund. Return shipping for damaged items is covered by us.

Refund Procedure

Once a return is approved, the refund procedure is as follows:

  1. Return receipt: We will notify you when we receive the returned item
  2. Inspection: We will inspect the returned item to verify the reported issue (typically 2-3 business days)
  3. Approval: If the issue is confirmed, we will approve the refund
  4. Processing: Refunds will be processed within 10 business days of approval
  5. Issuance: Refunds will be issued to the original payment method used for the purchase
  6. Notification: You will receive email confirmation when the refund is processed

Please allow additional time (5-10 business days) for your financial institution to process the refund and reflect it in your account.

If the original payment method is no longer available, please contact us to arrange an alternative refund method.

Replacement Production

If we agree to reproduce a figurine due to a quality issue, the replacement will be created and shipped at no additional cost. Production time for replacements follows our standard timeline, typically 2-4 weeks depending on complexity.

We will prioritize replacement orders to minimize your wait time.

Contact Information

To initiate a return, report an issue, or ask questions about our return policy, please contact us:

Calmshlight
121 W Springs Rd, Columbia, SC 29223, United States
Phone: +18036024134
Email: contactY3mxs9K1m

Please include your order number in all communications to expedite processing.

Policy Updates

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. The updated version will be indicated by an updated date at the top of this page. Please review this policy periodically for updates.

If we make material changes to this policy, we will notify customers who have pending orders or recent purchases.