Refund policy

Return & Refund Policy

At Astral Knots, we offer both 100% personalized custom artworks and high-quality ready-to-ship products. Because the nature of these products differs significantly, we have specific guidelines regarding cancellations, returns, and refunds based on the product type you purchased.

By placing an order with us, you acknowledge that you have read and agree to the following policy.

1. Return Policy by Product Type

A. Custom (POD) Products Due to the highly personalized nature of our custom products, all custom items are final sale and cannot be returned or exchanged under normal circumstances. Once a custom item (created using your uploaded photos) has been produced, it cannot be restocked or resold. (For quality issues or damages, please see Section 4).

B. Standard (Ready-to-Ship) Products For non-customized, standard items, we gladly accept returns within 30 days of the delivery date.

  • Conditions for Return: The item must be in its original, unworn, unwashed, and unused condition, with all original tags and packaging intact.

  • Return Shipping: For returns due to a change of mind or incorrect size selection, the customer is responsible for the return shipping costs.

  • Non-Returnable Items: Gift cards, clearance items, and free gifts are final sale and cannot be returned.

2. Order Cancellation & Modification

We understand that mistakes happen. We offer a specific window for you to adjust your order:

  • 12-Hour Free Grace Period: You may cancel or modify your order (e.g., change the photo, size, or shipping address) completely free of charge within 12 hours of placing it.

  • Late Cancellation (Custom Orders): If you request a cancellation for a custom order after 12 hours but before the item has gone into production, a 30% service fee will be deducted from your refund to cover non-recoverable labor costs.

  • In-Production / Shipped Orders: Once a custom order has entered production, or a standard order has been dispatched, it can no longer be canceled or modified.

3. The Proof Review Process (For Custom Orders Only)

For certain custom products, we send a digital proof to your email for approval before printing.

  • Auto-Approval: If we do not receive a response from you within 48 hours of sending the proof, our system will automatically approve the design and push it to production to avoid shipping delays. We do not offer refunds or remakes for orders that were auto-approved due to a lack of customer response.

4. Quality Guarantee (Damages & Defects)

We stand behind our craftsmanship for all products (both custom and standard). If we made a mistake, we will make it right. You are eligible for a 100% Free Remake (for custom items) or a Full Refund/Replacement (for standard items) if you experience any of the following:

  • You received the wrong item or incorrect size.

  • The product has a significant manufacturing defect.

  • The product was damaged during shipping.

How to claim: You must contact us at orders@astralknots.art within 48 hours of delivery. Please include your order number and clear, well-lit photos of both the damaged product and the packaging.

5. Non-Refundable Situations (Custom Orders)

We cannot offer refunds, returns, or free remakes for custom items due to subjective, technological, or customer-error reasons:

  • Poor Photo Quality: We cannot issue refunds for blurry products resulting from low-resolution original photos.

  • Lenticular Print Characteristics: Our lenticular (3D/image-flipping) products feature a grooved, prism-like surface to create visual effects. Due to this specialized material, the physical print will inherently have a slightly softer focus compared to standard flat photo prints. Additionally, the digital proof you approve is a computer-simulated representation. The physical transition between images relies on specific viewing angles, and minor "ghosting" (seeing a faint trace of the other image) is a normal physical characteristic of lenticular technology, not a manufacturing defect. We do not accept refunds or remakes based on these normal technological characteristics.

  • Subjective Likeness: Refund requests based on artistic interpretation (e.g., "I don't like how it looks") will not be accepted, provided the artwork matches the approved proof.

  • Customer Input Errors: Entering the wrong shipping address or spelling errors in custom text.

6. Refund Processing

If a refund is approved, it will be processed back to your original payment method.

  • PayPal: 3-5 business days.

  • Credit/Debit Cards: 5-10 business days (depending on your bank).

7. Contact Us & Return Instructions

Please do not return items to our office without authorization. Unauthorized returns will not be processed. To initiate a return for a standard item or report a quality issue, please contact us first:

  • Email: orders@astralknots.art

  • Company: Astral Knots Creative Limited