Refund policy

RETURN AND EXCHANGE POLICIES

Eligible Returns

Particle Studios IO offers returns or exchanges under the following conditions:

  • Product is delivered in a defective condition (manufacturing defect)
  • Product is substantially different from what was ordered
  • Product is lost in transit

Return Timeframe

  • Defective Products: Defects must be reported within 14 days of delivery.
  • Lost Shipments: Must be reported within 3 weeks of the expected delivery date.

Return Process

  1. Contact our customer service team via email at returns@particlestudios.io or through our Discord channel.
  2. Provide order number, photos of the defective product, and description of the issue.
  3. If approved, you will receive a Return Authorization (RA) number within 3 business days.
  4. Return the product in its original packaging with the RA number clearly marked.
  5. Returns without an RA number will not be processed.

Product Condition Requirements

  • Products must be returned in original, unaltered condition.
  • Items that have been assembled, modified, or altered are not eligible for return.
  • All original packaging, accessories, and documentation must be included.

Refund Processing

  • Approved refunds will be issued to the original payment method.
  • Processing time is typically 7-10 business days after receipt of the returned items.
  • Shipping costs are non-refundable unless the return is due to our error.

Exchanges

If you wish to exchange a defective product for the same item, please follow the return process. Replacement items will be shipped once the original item is received and inspected.

Third-Party Purchases

This return/exchange policy applies exclusively to products purchased directly from Particle Studios IO. It does not cover products purchased from third-party sellers or second-hand items.