Refund policy

Every Lavenok prop is made by hand in our studio in California. Because most pieces are printed, sanded, and painted to order, our return rules differ depending on what you bought. Please read the section that applies to your order.

If anything arrives damaged or wrong, contact us first — we will make it right. Full contact details are in Section 11.

1. Ready-to-ship items

Applies to: stickers, sticker packs, keychains, pins, accessories, and any in-stock item shipped from existing inventory.

You may request a return within 30 days of delivery.
Items must be unused, unworn, undamaged, in original packaging, with all parts and inserts included.
Sticker packs and any sealed items must be unopened.
Return shipping is paid by the buyer unless the return is due to our error (wrong item, defect, or damage in transit).
Refunds are issued to the original payment method within 5–10 business days after we receive and inspect the item.
Original shipping charges are non-refundable.
We do not charge a restocking fee.

Items returned used, damaged, missing parts, or after the 30-day window may be refused or refunded at a reduced amount.

2. Made-to-order props and custom commissions

Applies to: any prop printed, painted, or finished specifically for your order, and all commissioned work.

These orders are final sale and cannot be returned or exchanged.

Each piece takes many hours of print time, sanding, priming, and hand painting, and cannot be resold. By placing a made-to-order or commission order you confirm you have reviewed the listing photos, dimensions, and finish description.

Commission terms

A non-refundable deposit of 50% is required before work begins. The deposit covers materials, print time, and the production slot reserved for you.
The remaining balance is due before shipping.
Cancellation before production starts: full refund of the deposit, minus payment processing fees.
Cancellation after production starts: deposit is not refundable. If the piece is more than half complete, the remaining balance may also be due.
Timelines given at the start of a commission are estimates. Delays caused by print failures, material availability, or shipping carriers are not grounds for a refund.
Minor variations in paint, weathering, layer texture, and color between the finished piece and the reference photos are normal for handmade work and are not defects.

3. Digital products

Digital files (STLs, patterns, printable PDFs, guides) are non-refundable once the download link has been delivered.

If a file is corrupted or will not open, contact us within 7 days and we will send a working replacement.

4. Damaged in transit

Props are fragile and carriers are not always gentle. If your package arrives damaged:

Contact us within 7 days of delivery.
Send clear photos of the damaged item, the inner packaging, and the outer box including the shipping label.
Keep all packaging until the claim is resolved — carriers require it for damage claims.

We will repair, replace, or refund the item at our discretion. Claims submitted without photos or after packaging has been discarded cannot be processed.

5. Wrong or missing items

If you received the wrong item, or something is missing from your order, contact us within 7 days of delivery with your order number and a photo of what arrived. We will ship the correct item at our cost and cover return shipping if the wrong item needs to come back.

6. Order changes and cancellations

Orders can be cancelled or changed within 12 hours of purchase, or any time before production begins, whichever comes first.
Once printing or painting has started, the order cannot be cancelled.
Address changes: contact us immediately. Once a label is created we cannot change the address.
If a package is returned to us because of an incorrect or incomplete address, or because it went unclaimed, we can reship it at your cost or refund the item price minus original shipping.

7. Items that cannot be returned

Made-to-order props and commissions
Digital downloads
Opened sticker packs and opened sealed items
Gift cards
Sale, clearance, and final-sale items
Items damaged by the buyer after delivery, including modification, repainting, or use during wear or performance

8. How to start a return

Email lavenok@gmail.com with your order number, the item, and the reason for the return.
Wait for our reply before shipping anything back. Returns sent without prior approval cannot be processed or refunded.
Once approved, ship the item back within 7 days using a tracked service. We are not responsible for returns lost in transit.
We will inspect the item on arrival and confirm your refund by email.

9. Where we ship

We currently ship within the United States only. If international shipping resumes, import duties, customs fees, and local taxes will be the buyer's responsibility and will not be refundable, and international return shipping will be paid by the buyer.

10. Prop safety notice

All Lavenok props are decorative display and costume items only. They are not weapons, tools, or functional equipment, and are not toys for children. Misuse of a prop is not covered by this policy, and damage resulting from misuse is not eligible for repair, replacement, or refund.

11. Contact us

Questions about an order, a return, or a commission? Every message is answered by us directly — there is no call center here.

Email: lavenok@gmail.com Response time: 1–2 business days, Monday through Friday Please include your order number in your first message. It lets us pull up your order right away instead of writing back to ask for it.

Two reminders that save everyone time:

For a return, wait for written approval before shipping anything back (see Section 8).
For transit damage, send photos and keep all packaging until the claim is resolved (see Section 4).

Lavenok California, United States

This policy was last updated on August 9, 2026. Lavenok reserves the right to update this policy at any time. The policy in effect at the time of your order applies to that order.