Refund policy

30-Day Return Window

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.


Return Eligibility

To qualify for a return, your item must meet the following criteria:

  • It must be in the exact same condition that you received it.

  • It must have all original tags attached and be in its original packaging.

  • You must provide the receipt or proof of purchase.

Please Note: Items sent back to us without first requesting a return will not be accepted.


How to Start a Return

To initiate a return, please contact us at obsidianlabslimited@gmail.com. If your return is accepted, we will send you instructions on how and where to send your package.


Lost or Missing Delivered Packages

If tracking shows your package was delivered but you have not received it, please contact us within 7 days at obsidianlabslimited@gmail.com.

To help us investigate and process a replacement or refund with our carrier, you will be required to complete and submit a Denial of Receipt (DoR) Form. This simple declaration confirms that you have checked around your property and with household members or neighbors, and that the parcel is missing.

Once we receive your signed DoR form, we will immediately initiate a lost parcel claim with the courier and resolve your issue.


Damaged or Broken Items Upon Arrival

We take great care in packaging your orders to ensure they arrive safely. However, if your item arrives damaged or broken during transit, please follow the steps below so we can resolve it for you immediately.

1. Inspect Your Order Right Away

Please inspect your package as soon as it arrives. Any damage must be reported to us within 48 hours of delivery at obsidianlabslimited@gmail.com.

2. Required Evidence for Damaged Claims

To allow us to process a claim with our courier, your email must include:

  • Your Order Number and full name.

  • Clear photographs showing the damaged/broken item.

  • Clear photographs of the outer shipping box/packaging (including the shipping label).

  • Clear photographs of the damaged product from all angles

  • Clear photographs of the internal protective packaging used inside the box.

Please note: Do not discard the item, inner packaging, or outer box until your claim has been fully processed, as the courier may request further inspection.

If you are asked to return the damaged item to us, we will cover all return shipping costs by providing a prepaid shipping label. Items sent back to us without prior authorization will not be accepted.


Standard Returns (Full Refund Eligibility)

We do not charge a flat restocking fee on returns. If your item is returned within our 30-day window in its original, unused condition with all original tags and packaging intact, you will receive a full refund of the product purchase price.

Deductions for Diminished Value

To qualify for a full refund, items must be returned in resalable condition. In accordance with UK consumer standards, if a returned item is received in a condition that reduces its value, a deduction (up to 100% of the item's value) will be made from your total refund.

Deductions may be applied if:

  • The item shows clear signs of wear, usage, or handling beyond reasonable inspection.

  • Original product packaging, labels, or protective seals are damaged, missing, or altered.

  • The product is returned incomplete or missing original accessories/components.

Exceptions (No Fees or Deductions)

No restocking fees or deductions will ever apply if the return is due to our error (e.g., incorrect item sent).


Return Shipping Costs

  • We Cover the Cost: If the return is due to our error (e.g., we sent the incorrect product).

  • Customer Covers the Cost: If the return is due to reasons beyond our control (e.g., change of mind, wrong size ordered).

  • Outbound Delivery: If you return an item, you will be refunded the cost of the item minus the outbound delivery fee. 


Uncollected or Undeliverable Parcels

If a shipment is returned to us by the carrier due to an incorrect/incomplete shipping address provided at checkout, or because the package was left uncollected at a collection point or depot:

  • The cost of original outbound shipping is non-refundable.

  • Any return fee charged by the courier to route the package back to our warehouse will be deducted from your final product refund.


Return of Personalised Items

 

Some of our products are custom-made or personalised specifically for you, we do not accept returns, exchanges, or cancellations once production has begun.

1. Why We Cannot Accept Returns for Change of Mind

Under UK consumer law (Consumer Contracts Regulations), items that are made to your specific requirements, custom-printed, or personalised are exempt from standard "cooling-off" return periods. Once an order enters the production phase, the materials and customisation used cannot be reused or resold.

2. Please Double-Check Your Details

Before placing your order, please carefully review all custom details provided, including:

  • Spelling and grammar for names, dates, or custom text.

  • Colour choices, font selections, and layout options.

  • Uploaded/Emailed images or photos (ensuring they are high quality and cropped correctly).

We will print or produce the item exactly as submitted in your order details. We cannot take responsibility for spelling mistakes, typos, or low-resolution images provided by the customer.


Order Cancellations & Amendments

You can freely cancel or amend your order before it has been dispatched. Once your order has shipped, it cannot be changed or cancelled, but it can be returned after delivery in accordance with the policy outlined above.


Damages and Issues

Please inspect your order as soon as it arrives. Contact us immediately at obsidianlabslimited@gmail.com if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.


Refunds

We will notify you once we’ve received and inspected your returned item to let you know if the refund has been approved.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please keep in mind that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please reach out to us at obsidianlabslimited@gmail.com.