Refund policy

# Refund & Return Policy

Last updated: October 18, 2026

Thank you for shopping with Scarlight X. Every item in our shop is printed and made just for you after you order. Because of that, our return policy works a little differently from a regular store. We want you to love what you get, and if something goes wrong on our end, we'll make it right.

## Made to order: no returns for change of mind

Because each item is custom-made, we can't accept returns or exchanges for:

  • Change of mind or buyer's remorse
  • Ordering the wrong size, color or style
  • Normal, minor differences in color between your screen and the printed product

Please check size charts and product details before ordering. If you're unsure about anything, email us first at contact@scarlightx.com and we're happy to help.

## Damaged, defective, misprinted or wrong items

If your item arrives damaged, defective, misprinted, or isn't what you ordered, we'll send a free replacement or give you a full refund for that item, your choice.

To request one:

  1. Email contact@scarlightx.com **within 30 days of delivery**.
  2. Include your order number and a clear photo of the problem (and of the shipping label if the package was damaged).
  3. We'll review it and reply within 2–3 business days.

In most cases you won't need to send the item back. If we do need it returned, we'll tell you how and cover the return shipping.

## Lost or stolen packages

If your tracking hasn't updated or your package hasn't arrived, please contact us. We'll open a claim with the carrier once their investigation window has passed (often 10–30 days, depending on the carrier and destination). If the carrier confirms the package is lost, we'll send a replacement or refund.

If tracking shows the package was delivered but you can't find it, please check with neighbors and your local post office first, then contact us and we'll do our best to help. We can't guarantee a replacement for packages marked as delivered.

## Wrong or incomplete address

Please double-check your shipping address at checkout. We aren't able to cover orders that are undeliverable or delivered to the wrong place because of an incorrect or incomplete address entered by the customer. If a package comes back to us or our production partner, we can reship it once you pay the new shipping cost where possible.

## Cancellations

You can cancel your order **within 2 hours of placing it** by emailing contact@scarlightx.com with your order number. After that, your item may already be in production and we can't cancel or change it.

## Customs, duties and import taxes

For orders shipped outside the United States, any customs fees, import duties or taxes charged by your country are the buyer's responsibility. These fees are not refundable, including on orders that are refused at delivery.

## Refunds

Approved refunds go back to your original payment method. Your bank or card issuer may take 5–10 business days to show it. Original shipping charges are refunded only when the problem was our error.

## Contact

Scarlight X
51 Viking Oak, San Antonio, TX 78247, USA
contact@scarlightx.com