Returns are not accepted unless in exceptional cases, which will be evaluated on an individual basis.
If the return is not due to causes attributable to Necrostorm, the return shipping costs will be the responsibility of the customer. If Necrostorm is responsible, the return shipping costs will be covered by Necrostorm.
If a product is found to be damaged or defective upon delivery, a partial refund proportional to the extent of the damage may be requested.
Customer service will work with you to find the most appropriate solution for each case, which may include:
Refunds are always accepted for duplicate, incorrect, or mistaken purchases only for orders that have not yet been personalized or shipped.
For pre-orders, a refund is guaranteed until the moment the product is personalized. For non-personalized products, refunds are possible until the product is shipped.
For crowdfunding, refund requests are accepted until the moment your name is included in the end credits. After this point, part of the service will be considered partially rendered, and the refund will be partial, reduced by the value associated with inclusion in the credits. Even in this case, partial refunds will be available until the product is personalized or shipped.
Any refund not related to defects or Necrostorm’s responsibility will always be issued net of PayPal fees.
If an order is not delivered despite the correct address and the customer selected or qualified for INSURED TRACKED SHIPPING, Necrostorm will resend the order free of charge.
If the non-delivery is due to an incorrect address provided by the customer, the lost order will be added to the next purchase, which must include INSURED TRACKED SHIPPING. The free movie usually included with that order will be replaced by the lost order, which is the subject of the reshipment.
If non-delivery occurs on a shipment covered by STANDARD SHIPPING, the lost package will be added to the next purchase, which must include INSURED TRACKED SHIPPING. The free movie usually included with that order will be replaced by the lost order, which is the subject of the reshipment.
In case of an incorrect shipment by Necrostorm (for example, if a product different from the one ordered is sent), Necrostorm will immediately ship the correct item.
The customer may keep the erroneously shipped product as compensation for the inconvenience.
All return or refund requests must be submitted within 14 days of receiving the product. For defective products, it is recommended to report the issue promptly, including photos or videos of the defect to facilitate resolution.
Any product to be returned must be in its original condition, with intact packaging. Returns or refund requests for products damaged due to improper use by the customer will not be accepted.
