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

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 do not require you to ship the defective item back. After we review your claim and photos, we will resolve it one of three ways:

• Exact replacement (reprint): We reprint and ship the same item at no additional cost
• Account credit: We issue store credit for the item value so you can put it toward a new order
• Partial refund (keep the item):If the defect is minor and you'd like to keep the item as-is, we can issue a partial refund instead

Defective items stay with you — return shipping isn't required (or reimbursed). This applies to both US and Canadian orders.

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 (refunded only if we shipped the wrong item by our error)

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 damaged items: No return required — we resolve with a replacement, account credit, or partial refund (see Defective or Damaged Items above)
• Wrong item shipped (our error): We provide a prepaid US shipping label
• Customer-initiated returns: Customer pays return shipping
• Order cancellations before shipping: No shipping costs incurred

Returns from Canada

Defective or damaged items follow the same global policy above — no return shipping required (we resolve with a replacement, account credit, or partial refund). The guidance below applies only to customer-initiated returns of non-defective items.

Customer-initiated cross-border returns are at the customer's expense. We recommend Canada Post for cost reasons. Mark the customs form as 'Returned Goods' — Canadian goods being returned to the original US shipper are typically not re-assessed for duty on the way back to us.

For low-value items (under CAD $50), contact support before shipping a return — in many cases we'll refund without requiring the return, since cross-border return shipping often exceeds the item value.

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, see the Defective or Damaged Items section above — we offer reprint, account credit, or a partial refund without requiring you to ship the item back.

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: