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Last Updated: July 2026

At Strato Studio, we specialize in limited-edition, custom 3D-printed artisan goods. Because each piece is crafted with high-precision materials and thoroughly quality-checked prior to dispatch, we enforce a strict All-Sales-Final policy once an order has been shipped or processed.

Please review our complete policies below regarding order cancellations, damaged/defective items, customs non-compliance, and refund procedures.

🚫 NO RETURNS OR EXCHANGES (FINAL SALE)

Due to the limited-production nature of artisan keycaps and international shipping logistics, we do not accept returns or exchanges for change of mind, incorrect model selection, or personal preference once an item has been shipped.

Final Sale Notice: All completed shipments are strictly non-returnable and non-refundable, unless the item arrives defective, physically damaged, or incorrect.
Unpaid Customs & Refused Shipments: If a package is returned to our studio due to unpaid local customs fees/tariffs, customer refusal, invalid shipping address, or failure to collect, the order is strictly non-refundable. Re-shipping will only be processed if the buyer agrees to pay the full re-shipping shipping fees.

✏️ ORDER CANCELLATIONS & MODIFICATIONS

We allow order cancellations or modifications prior to package processing.

Rapid Dispatch Notice: Because we process orders quickly (same-day dispatch for orders placed before 3:00 PM UTC+8), cancellation requests must be submitted as early as possible.
Before Processing: You may cancel or modify your order before it enters the packing or fulfillment queue for a 100% full refund.
After Processing / Shipping: Once an order has been packed, assigned a tracking number, or handed over to SF Express, it cannot be modified or cancelled under any circumstances.
How to Cancel: Email us immediately at hello@stratostudio.com or send an SMS to (+86) 178 9670 5500 with your Order Number (e.g., #SS1001) and explicit cancellation details.

⚠️ DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If you receive a product that is defective, broken during transit, or completely different from what you ordered, we are fully committed to making it right.

Claim Requirements & Unboxing Video Policy:

Notice Period: You must report any damaged, missing, or incorrect items within 7 calendar days of package delivery (as confirmed by carrier tracking).
Proof of Condition (Required): To protect against claim misuse, an unedited unboxing video showing the unopened parcel, the shipping label, and the initial physical inspection of the item is strictly required for claims regarding broken or missing resin keycaps.
Filing a Claim: Send an email to hello@stratostudio.com with:
- Your Order Number
- The required unboxing video and/or photos clearly showing the defect or shipping label
- A brief description of the issue
Resolution & Shipping Coverage: Once verified and approved by our team, we will issue a free replacement (subject to inventory) or a full refund. For approved defective or incorrect item claims, the refund will cover the product purchase price as well as the associated original shipping cost for that item.

💰 REFUND PROCESSING TIME

When an order is successfully cancelled before processing or approved for a claim due to damage/defect:

Refund Method: All refunds are automatically issued back to your original form of payment (e.g., PayPal, Credit Card).
Processing Timeline: Once issued by Strato Studio, it typically takes 3 to 10 business days for the credit to reflect in your account, depending on your card issuer or payment gateway.
Delayed Refunds: If you have not received your refund after 10 business days, please check your PayPal transaction ledger or contact your issuing bank/credit card carrier directly.

📩 CUSTOMER SUPPORT

For cancellation requests or item condition claims, please contact us through our official channels:

📧 Email: hello@stratostudio.com
📱 SMS: (+86) 178 9670 5500 (Text Messages Only)
⏰ Support Hours: Monday – Friday, 10:00 AM – 6:00 PM (UTC+8)