This Refund & Returns Policy explains how refunds, returns, replacements, and cancellations work for physical Laius Entertainment merch orders.
It applies to merch bought through the official Laius Entertainment online shop. It does not replace any mandatory consumer rights you may have under the laws of your country or region.
1. Our refund model
Most Laius Entertainment merch is produced only after an order is placed. Because of this, we do not normally accept returns, exchanges, or refunds for change of mind, choosing the wrong size, choosing the wrong colour, ordering the wrong item, or deciding that you no longer want the product.
Please check the product details, size guide, colour, quantity, and shipping country carefully before placing your order.
2. Damaged, defective, wrong, or misdescribed items
If your item arrives damaged, defective, misprinted, significantly different from the product description, or if you receive the wrong item, contact us as soon as possible.
Please include:
- Your order number.
- The email address used at checkout.
- A short description of the issue.
- Clear photos showing the full item and the problem.
If the issue is confirmed, we may offer a replacement, reprint, repair, partial refund, or full refund depending on the situation and what the law requires.
3. Reporting timeframe
For damaged, defective, misprinted, or wrong items, please contact us within 30 days of delivery where possible. This helps us review the issue with our fulfilment partner quickly.
This 30-day reporting request does not remove any mandatory rights you may have under applicable consumer law.
4. Cancellations before production
Orders may be sent to production shortly after checkout. If you need to cancel an order, contact us immediately.
We can only cancel and refund an order if production has not started and the order has not already been submitted to our fulfilment process. Once production has started, cancellation may no longer be possible unless required by law.
5. Returns for the wrong size, colour, or change of mind
We do not normally accept returns or exchanges because an item does not fit, because the wrong size or colour was selected, or because you changed your mind after ordering.
If local consumer law gives you a cancellation or return right that cannot legally be excluded, we will honour that right. Where an item is made to your specifications or clearly personalised, cancellation rights may not apply.
6. Shipping address issues and failed delivery
You are responsible for entering a complete and correct shipping address at checkout.
If an order cannot be delivered because the address was incorrect, incomplete, refused, or unclaimed, we may not be able to refund the order. A replacement or reshipment may require an additional payment for production and shipping, unless the issue was caused by us or our fulfilment partner.
7. How refunds are processed
If a refund is approved, it will normally be sent back to the original payment method used at checkout. Processing times can vary depending on Shopify, the payment provider, and your bank or card issuer.
Shipping charges may be refunded where required by law, or where the problem was caused by us or our fulfilment partner.
8. Do not send items back without contacting us
Please contact us before returning any item. Items sent back without contacting us first may not be accepted or processed correctly.
9. Statutory rights
Nothing in this policy limits or excludes any consumer rights that cannot be limited or excluded under applicable law. If there is a conflict between this policy and mandatory consumer law, the mandatory consumer law will apply.
10. Contact us
For refund, return, or order issues, please use the correct contact route:
- Support: https://laiusentertainment.com/contact
- Legal enquiries: [email protected]