Refund & Returns Policy

Customers are eligible for refunds if products are damaged in transit, arrive defective, or contain printing/sizing errors that deviate from the catalog details.

Refund requests based on change of mind are generally not accepted for custom-made print-on-demand items.

Customers must submit support tickets requesting refunds or exchanges within 14 days of order delivery, providing clear photos of the defect or damage.

Digital download files, customized name-engraved items, and items worn or washed by the customer are strictly non-refundable.

If an item is damaged by the shipping courier, Cartoix will handle claims with the carrier and send a free replacement to the customer, at no cost to the studio partner.

Given the immediate nature of digital keys, downloads, and PDF guides, all sales of digital items are final once the file is downloaded or the access key is emailed.

Sellers and resellers agree to direct customer complaints to Cartoix support chat and cooperate fully with compliance coordinators during dispute reviews.

Cartoix support reviews refund requests. If a refund is approved, the financial impact on creator earnings is determined as follows:

• Pre-Payout Refunds: If a refund or cancellation occurs while creator earnings are pending, the corresponding Pending Earnings are cancelled or reversed immediately.

• Post-Payout Refunds: If a refund is granted after creator earnings have already been disbursed in a Payout, Cartoix will apply a post-payout balance adjustment or offset against the creator's future Available Earnings as permitted by agreement and law.

If a customer files a credit card dispute or chargeback before Payout, the associated Pending Earnings will be frozen under a Payout Hold until the bank settles the dispute.

If a chargeback occurs after a Payout has been completed, Cartoix will recover the disputed funds and applicable dispute fees from the creator's future Available Earnings or ledger balance.

Accounts showing high chargeback rates or frequent returns will be audited, and may be subject to Payout Holds, storefront suspension, or account closure.