Refund Policy
Customers have 14 days upon receiving product to inform of damage or refund requests. If items are damaged due to shipping, please send images of the damage, and tracking information so that we may place a claim on the item. In the case of a returned item with no damage, the item should be returned in original packaging unopened for full refund. We reserve the right to refuse a refund if these conditions are not met. If the item is damaged in transit Incendium may issue a refund of the item and pay for the cost of return shipment. Since our toys are hand-painted, limited edition pieces of art, all returned toys must be in their original, unopened boxes. We won’t accept open box toys back as a return. If you unbox your toy and it’s damaged (e.g., the product has missing accessories, lost parts, broken in half, or comes alive and ruins your day in ways that can not even be imagined.) Please send us images of the damage for us to review. If we determine that the damage qualifies for an exchange, we’ll replace it for a non-damaged item, depending on the availability of the item at the time. Unfortunately, if a replacement isn’t available, we will offer a different item or store credit for a future purchase.
Sale items are not eligible for return. Customers may ask for a replacement if the item ordered is damaged, or similarly unsatisfactory. If the item is no longer available then an item of similar value can be substituted.
On Pre-Orders: If you pre-order a product, please note that the inventory has not arrived in the Incendium warehouse or similar location, and may still be in production. It’s unlikely, but sometimes unanticipated issues during production may cause an item to be delayed or cancelled if it doesn’t meet our standards. Pre-orders can be canceled five days after purchase. All our super limited-edition toys are made special for you! After those five days have passed, you may not cancel your order. Delivery windows may change, depending on multiple factors that are beyond our control. We try our very best to keep our amazing customers updated on these details when needed. Once a sold out, pre-ordered item is canceled, it cannot be reinstated. Please contact Incendium customer service via the contact form regarding any issues with the product. If you have any questions regarding our return policy please let us know.
Any cancellation or termination of your order before the advertised date on items debuted After July 19th, 2021 and have not shipped within our original pre-order window you may ask for a refund. We must note however, if it is in the alloted time frame of pre-order you will incur a 20% processing and inventory fee. This policy pertains to all goods shipped within the advertised release window. IF we have not fufilled these items in the allotted time frame (again, noting on items purchased before July 19th, 2021) you may be awarded a full refund. We will notify customers if there are delays in shipping pre-order products.
On Made to Order Items: Cancellation after 2 hours of order confirmation will be subject to a 50% cancellation charge of the items cancelled. Please note that changing or canceling orders will not be accepted after 4:30pm (Monday to Friday)/ 2:00pm(Saturday) Pacific Standard time, even though the cancellation is submitted within 2 hours of order confirmation. Once a sold out, made to order item is canceled, it cannot be reinstated. Please contact Incendium customer service via the contact form of help@incendium.online regarding any issues with the product. If you have any questions regarding our return policy please let us know.
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