Refunds & Returns Policy

Effective Date: 13-4-2025

At Starlight Falls Studios, each item is created with care and intention. This policy outlines how returns, refunds, and replacements are handled across consumer and business orders, in accordance with EU consumer protection laws.

1. Custom Artwork & Digital Downloads

Custom Orders & Corporate Gifts Exception

❌ Custom and Made-to-Order Products Are Not Eligible for Standard Returns

Under Netherlands consumer law (Article 6:230p BW), custom-made or personalized products are exempt from the standard 14-day return period.

This includes:

- Custom Orders (personalized designs, character illustrations, photo products)

- Corporate Gifts (branded merchandise, custom illustrations for businesses)

Why?

These items are created specifically for you and cannot be resold to another customer.

✅ What IS Covered:

Manufacturing Defects

If your product arrives with a printing error, damage, or quality issue that's not related to your custom design, contact us within 14 days of delivery.

We'll:

- Replace the item at no charge, OR

- Issue a full refund if replacement isn't possible

Wrong Item Received

If you receive the wrong product entirely (not what you ordered), we'll replace it or refund you immediately.

📧 Report an Issue:

Email: starlightfallsstudios@gmail.com

Include: Order number, photos of the issue, description of the problem

We'll respond within 2 business days and resolve the issue as quickly as possible.

Digital Downloads

  • Due to the instant delivery nature of digital products, all digital download purchases are final. Files are made available immediately upon purchase, which means the product has been delivered in full at the point of payment.

  • Refunds are not available for digital downloads except in the following circumstances:

  • You experience a technical issue that prevents you from accessing or downloading your file, and you contact us within 7 days of purchase.

  • The file you received is not the file described in the listing.

  • If either of these applies, please get in touch within 7 days of purchase and we will resolve it. We will either provide a corrected file or issue a refund depending on the situation.

  • To request assistance, contact us through the contact form on this site and include your order number and a description of the issue

2. Print-on-Demand (POD) Products (Fulfilled by Printify)

Many physical products are produced and shipped through our print-on-demand partner, Printify.

Non-Refundable Situations

Refunds or returns are not issued for:

  • Buyer’s remorse

  • Incorrect size or color selection

  • Minor color variations due to screen differences

  • Delays caused by carriers or customs

Eligible Refunds or Replacements

You may be eligible for a replacement or refund if:

  • The item arrives damaged or defective

  • A claim is submitted within 5 days of delivery

  • You provide required photo evidence, including:

    • The unopened package

    • The damaged or defective item

    • The shipping label

If a replacement is not possible, a partial or full refund may be issued at our discretion, in line with Printify’s policies.

You may also review Printify’s return policy for additional details.

3. Non-Custom Physical Products

For non-custom :

  • EU customers may request a return within 14 days of delivery

  • Items must be unused and in original condition

  • Return shipping costs are the responsibility of the customer unless the item is defective

Claims for damage must include photo evidence and be submitted within 5 days of delivery.

4. Return Process

To initiate a return or claim:

  1. Email us with:

    • Your order number

    • A description of the issue

    • Required photo evidence (if applicable)

  2. We will review your request and respond within 2–3 business days

5. Refunds & Replacements

  • Approved refunds are issued to the original payment method within 7 business days

  • Approved replacements are produced and shipped at no additional cost

  • Return shipping (if applicable) is the buyer’s responsibility unless the issue was due to our error or Printify’s