Refund policy

 

1 - Overview 

We have a -day return policy, which means you have  days after receiving your item to request a refund/resend. 

Before Production: Full refund available - cancel directly on your Order Details page.

During Production: Partial refund available (total amount minus production costs) - please contact our customer service.

After Shipping: Refunds or resends only for defective or wrong items. You must report issues within 14 days of delivery with order ID and clear photos/videos to return@thelarpfactory.com.

Logistics Provider Issues: If your address is correct but the package remains undelivered for an extended period due to logistics provider issues, you may apply for a refund/resend and delay compensation. For the details of delay compensation, please refer to our Delay Compensation Policy page.

We do not provide a refund/resend in the following situations:

  • Incorrect Recipient Information: If the recipient information provided by you or your customer (e.g., inaccurate name, phone number, or address) is incorrect.

  • Customer Refusal to Cooperate with Customs: If the recipient fails to cooperate with customs clearance in a timely manner (exceeding the local customs' prescribed response time).

  • Refusal to Pay Customs Duties/Taxes: Due to current shipping limitations in certain Southeast Asian countries (including but not limited to Thailand, Vietnam, Singapore, Malaysia, Indonesia, Philippines), DDP (Delivered Duty Paid) is not supported. Additional charges such as customs duties/VAT, customs clearance document processing fees, and customs inspection detention fees may apply. If you or your customer refuses to pay these taxes or fails to provide necessary customs clearance documents, leading to the goods being confiscated/destroyed by customs, additional port demurrage fees, or fines from the logistics provider, PODpartner bears no responsibility and will not offer refunds or re-delivery services.

  • Refusal of Delivery: If the recipient refuses to accept the delivery, ownership of the goods is automatically forfeited. We will not provide refunds or re-delivery services. Any resulting return storage fees or taxes will be borne by the you or your customer.

  • Force Majeure: Situations beyond our reasonable control, such as natural disasters, war, or epidemic control measures.


You can always contact us for any return question at return@thelarpfactory.com.


2 - Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


3 - Exceptions / non-returnable items

 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


4 - Exchanges

 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


5 - European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


6 - Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at return@thelarpfactory.com.