RETURNS & REFUNDS POLICY

Effective Date: March 3rd 2026

This Returns & Refunds Policy applies to purchases made on the heist studio website.

Please read carefully before purchasing.

 

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1. General Policy

Due to the nature of our fulfilment model and inventory structure, all sales are considered final unless otherwise required by applicable consumer law.

We do not offer returns or refunds for:

• Change of mind

• Buyer’s remorse

• Incorrect size, style, or colour selection

• Personal preference

• Failure to read product descriptions

• Delays within stated shipping timeframes

Any exception is granted strictly at our sole discretion.

 

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2. Damaged or Defective Items

If your item arrives damaged or contains a genuine manufacturing defect, you must notify us within 7 days of confirmed delivery.

To submit a claim, you must provide:

• Order number

• Clear description of the issue

• Clear photo and/or video evidence

• Photos of packaging (if transit damage is suspected)
  
  

Failure to provide adequate evidence may result in denial of the claim.

All claims are assessed individually.

Minor cosmetic variations that do not affect functionality are not considered defects.

 

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3. Resolution of Approved Claims

If a claim is approved, we may, at our sole discretion:

• Provide a replacement item

• Provide store credit

• Offer a partial refund

• Provide a full refund where legally required
  
  

Refunds, if issued, apply to the product value only.

Shipping costs, insurance, duties, taxes, and processing fees are non-refundable.

 

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4. Exclusions

The following are not eligible for refund or replacement:

• Normal wear and tear

• Damage caused by misuse, improper handling, or modification

• Accidental damage after delivery

• Failure to follow care instructions

• Claims submitted outside the stated timeframe

• Issues clearly disclosed in product descriptions
  
  

 

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5. Lost, Stolen or Marked-as-Delivered Packages

Once a package is marked “Delivered” by the carrier to the address provided at checkout, responsibility transfers to the customer.

We do not offer refunds or replacements for packages:

• Marked as delivered

• Reported stolen after delivery confirmation

• Delivered to an incorrect address provided by the customer
  
  

If your package shows as delivered but cannot be located, we recommend:

• Checking with neighbours or building management

• Confirming your shipping address

• Allowing 24–48 hours (carriers may scan early)

• Filing a claim with the carrier
  
  

We will assist by providing shipment confirmation and documentation if required.

 

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6. Incorrect Address or Failed Delivery

If an order is returned due to:

• Incorrect address

• Incomplete address

• Failure to collect

• Refusal of delivery
  
  

Re-shipping fees will apply.

Refunds will not be issued for failed deliveries caused by customer error.

 

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7. Chargebacks & Disputes

By purchasing from [BRAND NAME], you agree to contact us prior to initiating a payment dispute.

We reserve the right to dispute fraudulent or abusive chargebacks and may provide:

• Proof of delivery

• Tracking confirmation

• Customer communication history

• IP address verification

• Fraud prevention screening results
  
  

Submitting a false or abusive chargeback may result in denial of future service.

 

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8. Consumer Law Notice

Nothing in this policy excludes rights granted under applicable consumer protection laws.

Where legally required, we will provide an appropriate remedy (repair, replacement, or refund).

 

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9. Contact

To submit a claim:

📧 silqcare@gmail.com

Include:

• Order number

• Description of issue

• Supporting photo/video evidence
  
  

Claims submitted without sufficient documentation may not be reviewed.