Refund policy
Refund Policy
Please review product information carefully before ordering. Because many Strato Studio products are small-batch or collectible items, change-of-mind returns or exchanges are not accepted after an order has been shipped.
Order Cancellations
If you need to cancel an order, contact hello@stratostudio.com as soon as possible. If the order has not entered fulfillment, we can cancel it and issue a full refund. Once fulfillment has begun, the parcel has been packed, tracking has been created, or the order has been handed to a shipping provider, cancellation may no longer be possible.
Damaged, Defective or Incorrect Items
If an item arrives damaged, defective, or incorrect, contact us within 7 calendar days of delivery. Include your order number, a description of the issue, clear photos, and an unedited unboxing video showing the sealed parcel, shipping label, and item when available. This evidence helps us verify transit damage, missing parts, or fulfillment errors.
After review, eligible cases may be resolved with replacement parts, a replacement item, or a refund, depending on the issue and product.
Refunds
Approved refunds are issued to the original payment method. Once a refund is submitted, the time required for it to appear on your account depends on your bank, card issuer, or payment provider.
Shipping, Customs and Returned Parcels
Original shipping charges, customs duties, taxes, and other import charges are not refundable unless required by applicable law or the refund results from an error for which Strato Studio is responsible.
If a parcel is returned because of an incorrect address, refusal, failure to collect, or unpaid import charges, contact us. Any reshipment or refund will be reviewed based on the parcel’s return status, condition, and applicable shipping costs.