Return & Refund Policy

Every Robori product is made to order just for you – printed and personalized after you place your order. Because of this, we can't accept returns or exchanges for a change of mind or for a size, color or design chosen by mistake at checkout. But if anything arrives damaged, wrong or never arrives, we'll make it right with a free replacement or a refund.

How to request help

Email us at alaxusodieuhai@gmail.com or use our contact page and include:

Your order number
Clear photos or a short video of the item
A photo of the shipping label on the package (if you no longer have the package, just let us know)

1. Damaged in transit

Broken, cracked or scratched items: contact us within 7 days of delivery. We'll send a free replacement or refund 100% of the item. (After 7 days, carriers such as USPS no longer accept damage claims.)

2. Wrong or defective item

The wrong design, product or size compared with your order
Colors that are clearly different from the design
A poor-quality print – blurry, faded, cracked or peeling
Fewer items than you ordered (large orders sometimes ship in more than one package – we'll check this first)

Once confirmed, we'll send a free replacement or a full refund for the affected item.

Please note: printed colors can look slightly different from your screen because of materials, printing method and lighting – small differences are normal. For personalized items we print the photo and text you provide, so please upload a clear, high-resolution photo and double-check spelling; issues caused by a low-quality original photo or a typo in your order can't be covered.

3. Missing accessories

Missing a hanging string, hook, chain or other included accessory? Tell us within 10 days of delivery and we'll send the missing piece or give a partial refund (20–50% of the item, depending on the case).

4. Shipping & tracking problems

Tracking not updating after shipment – if there's still no update 10 business days after shipping (US) or 15 business days (international), contact us for a replacement or full refund.
Package stuck in transit – if tracking stops updating for 10–15 business days (US) or 15 business days (international), we'll reship or refund.
Marked “Delivered” but not received – within 7 days, please check your mailbox and around your home, ask neighbors or family who may have taken it in, and contact your local post office (USPS: 1-800-275-8777). Still missing? Contact us and we'll work with the carrier to reship or refund once confirmed.
Delivered to the wrong address by the carrier – contact us within 7–10 days of delivery; once confirmed we'll reship or refund.
Incorrect or incomplete address entered at checkout – we can't cover lost or returned packages in this case, so please double-check your shipping address before ordering.

5. Cancellations & changes

Production starts shortly after you order. To cancel or change your order, contact us as soon as possible with your order number. We can cancel or edit any order that hasn't started production yet; once an item has been printed it can no longer be cancelled. Cancellation and refund requests are accepted within 7 days of ordering.

6. Digital files (PNG)

Because digital files are delivered instantly, they're non-refundable once sent. If there's a problem with your file, contact us and we'll fix it.

Refunds

Approved refunds go back to your original payment method; depending on your bank, they may take 5–10 business days to appear.

Requests sent after the time limits above may not be eligible, and we may ask for extra information to verify a claim before making a final decision. Thank you for shopping with Robori – we're always happy to help!