Refund policy

Refund Policy 

Refunds are only offered to customers that receive the wrong items or items damaged during shipment. If any of these apply, please contact us at customer@samurai.vision with photos of wrong/damaged items and we will sort that out for you.

Returns

Each item is made-to-order, as such we do not offer returns, but if there is something wrong with your order, please let us know by contacting us at: customer@samurai.vision 

Our return policy does not cover buyer’s remorse.

Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense. You will be refunded on your original payment method. 

 

Exchanges
As our products are made on demand we do not offer exchanges, requesting a size exchange would mean producing an entirely new product. If you wish to get the item in a different size or color please make a separate purchase. Wrongly ordered sizes are not eligible for refunds. 

  

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

 

Unclaimed - Shipments that go unclaimed are returned to our facility and customer is liable for the cost of a reshipment (if and as applicable). Any returned orders due to the wrong shipping address or a failure to claim the shipment unavailable for reshipping are then donated to charity (without issuing a refund).

 

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. Any returned orders with face masks will not be available for reshipping and will be disposed of.

 

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus are not suitable for return due to health protection or hygiene reasons, therefore we reserve rights to refuse returns at our sole discretion.

 

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.