Because our items are limited and produced on-demand, all sales are final. When you place an order, you are commissioning a piece to be created specifically for you. Standard refunds are not available except in the cases listed below.

We only accept claims for the following reasons: a verified manufacturing defect, receipt of the wrong item due to our error, or damage that occurred during shipping. No other circumstances qualify for an exchange, store credit, or return. We offer optional Shipping Protection at checkout for guaranteed resolution on shipping damage claims.

You must contact us within 72 hours of delivery to submit a claim. All claims require clear photographic and video evidence before approval. For defects or wrong items, provide clear photos and a short video showing the issue. For shipping damage, provide photos of the item, the packaging and inserts, the shipping box, and the shipping label, plus a short video. If approved, you must ship the item back within 7 days of receiving return instructions.

If a claim is approved, EHVIIE may offer: repair, replacement (subject to availability), or store credit. For limited or custom items where a replacement is not available, the default resolution is store credit. The customer is responsible for return shipping unless the issue is confirmed as our error or a verified defect, in which case we will provide a prepaid return label. Original shipping charges are non-refundable.

Every piece is inspected and documented before it ships. Serial and verification identifiers must match the order record for any claim to be processed. We reserve the right to deny claims that lack sufficient evidence or show signs of wear, alteration, or intentional damage. We take fraud seriously — any claim found to be fraudulent after investigation may result in the denial of the claim and the pursuit of appropriate legal action.

All orders made using a pay-later service (e.g., Klarna, Afterpay, Slice) are eligible for exchange or store credit only. No exceptions.

In the rare and exceptional circumstance that a non-defect refund is approved, it will be subject to a 15% restocking and processing fee deducted from the refund amount. This does not apply to verified manufacturing defects.

We offer optional Shipping Protection at checkout. If your package is confirmed lost by the carrier, we will resend your order at no additional cost after our claims verification process is completed. All Shipping Protection claims are subject to internal review, which may include carrier tracking verification, delivery confirmation analysis, and additional documentation from the customer. Approval is not automatic and is determined on a case-by-case basis. The fee is based on your order total and is applied in your cart. Orders without Shipping Protection are still eligible to file lost or damaged package claims, but resolution is subject to review and approval at our discretion and may require the customer to file a claim directly with the carrier.

Signature confirmation is required on all Outpast Curfew orders and all orders totaling $500 or more. If the recipient declines or refuses to sign at the time of delivery, they are accepting full responsibility for any loss or theft of the package. EHVIIE is not liable for packages marked as delivered where signature was declined or refused.