Returns & Refunds

Return window

You may request a return within 30 days of delivery for most stock items. Items must be unused and in their original condition and packaging.

Custom and made-to-order items

Because they are produced specifically for you and cannot be resold, custom and made-to-order items - including anything printed from artwork or text you upload - are final sale and cannot be returned or exchanged for a change of mind. This does not apply if the item arrives defective or is not what you ordered (see below).

In-person pickup orders

When you choose Checkout & Pickup In-Person, your items are reserved for the event you selected but are not guaranteed. Depending on the event, the items come either from the same stock as the rest of the store or from a box brought by whoever is running that event, so something can sell out or be damaged between your order and the event.

If we cannot bring an item you paid for, we will contact you before the event and refund it in full, to your original payment method. Where it is an item we also ship, you can instead ask us to ship it once it is back in stock - some items are only ever available in person - or ask us to refund the entire order. You are never charged shipping on a pickup order, so a refund on one is always the full amount you paid for that item.

If you do not collect your order at the event you chose, email us and we will hold it for the next one, or arrange shipping at the normal rate where it is an item we ship. The 30 day return window above starts on the day you collect.

Custom and made-to-order items collected in person are still final sale for a change of mind, exactly as above. This section is about us being unable to supply an item, not about changing your mind after collecting it.

Defective, damaged, or wrong items

If your order arrives defective, damaged, or incorrect, we will make it right with a replacement or a full refund - including for custom items. Please contact us within 14 days of delivery with your order number and photos of the issue.

Return shipping

For a change-of-mind return, you cover the return shipping cost. If the return is because of a defect or our error, we cover it and there is no restocking fee.

Refunds

Once we receive and inspect your return (or approve a defect claim), we issue your refund to your original payment method through Stripe, typically within 5-10 business days. Original shipping charges are non-refundable except where an order was defective or shipped in error.

How to start a return

Email contact@robostem.orgwith your order number and the reason for the return, and we'll reply with instructions. Please don't send items back before contacting us.

Non-delivery

If we can't ship your order within the timeframe stated at checkout, we'll email you to offer a new date or a full refund. See our Shipping Policy for details.