Catnip Bravo Explains Our New Return & Refund Policy
Catnip Bravo here; hero, toy-factory professional, and definitely a cat who reads every policy before clicking “Complete Order.”
Eventually.
We’ve updated the Symbiote Studios Return and Refund Policy. Since policy language can feel like battling a giant paperwork monster, I’m here to explain the important parts without making your eyes glaze over.
The Short Version
Because many Symbiote Studios products are collectible, limited-production items, all sales are generally final.
We do not normally accept returns because someone changed their mind, ordered the wrong item, decided they no longer wanted it, or discovered that their secret plush headquarters had run out of shelf space.
Please review the product description, photos, measurements, and your shipping information carefully before placing an order.
What If Something Is Wrong With My Order?
If your item arrives:
- Defective;
- Damaged;
- Missing something; or
- Different from what you ordered,
please contact us at Info@symbiotestudios.com within 14 calendar days of delivery.
Include your order number, a description of the problem, and clear photographs of the item, packaging, shipping carton, and shipping label. Please keep everything while we investigate.
If we confirm the problem, we’ll arrange an appropriate replacement or refund. If a return is required, we’ll send instructions and, when applicable, a prepaid return label.
You may open the package as reasonably necessary to inspect your product. However, items that have been played with, washed, altered, repaired, or damaged after delivery will not qualify as defective.
In other words: inspection is fine. Taking your plush on a three-week wilderness expedition and returning it covered in mysterious jam is not.
What If I Simply Change My Mind?
Symbiote Studios generally does not accept returns for buyer’s remorse or changed preferences.
If we approve a return as a special exception, the item must still be:
- Unopened and unused;
- In its complete original packaging;
- In new, resalable condition; and
- Returned with every tag, insert, accessory, and component.
You must contact us within 14 calendar days of delivery and receive written authorization before sending anything back.
Customers are responsible for return shipping on discretionary returns, and those shipping costs will not be reimbursed. Original shipping, handling, expedited delivery, customs, and duty charges are also nonrefundable except where required by law.
Please do not mail us an unauthorized return. Unexpected packages make SB Bunny nervous, and unauthorized or ineligible returns may be refused.
Some Items Are Always Final Sale
Unless an item arrives defective, damaged, or incorrect, we cannot accept returns of:
- Opened or used merchandise;
- Limited-edition or exclusive products;
- Made-to-order or personalized items;
- Clearance merchandise;
- Products missing their original packaging or components; or
- Anything marked “Final Sale.”
If you purchased a Symbiote Studios product from another retailer, you’ll need to contact that retailer and follow its return policy.
Please Contact Us Before Starting a Payment Dispute
If something goes wrong, contact us first at Info@symbiotestudios.com.
We’re real people and at least one highly qualified masked cartoon cat; who want to investigate legitimate problems and find the correct solution. Contacting us directly is usually the fastest way to resolve an issue.
Why Are We Making This Change?
Returns are expensive for a small independent studio. Once collectible merchandise or plush packaging has been opened, handled, or damaged, we often cannot sell that product as new again.
A clear policy helps us protect the studio from return abuse while continuing to take care of customers who receive something defective, damaged, or incorrect. It also helps us keep making the licensed plush, original characters, and delightfully strange collectibles you love.
Before ordering, please read the complete Symbiote Studios Return and Refund Policy. The full policy governs all purchases and contains additional details that this Catnip-sized explanation cannot cover.
Thank you for supporting Symbiote Studios, reading before ordering, and helping keep the toy factory running.
Stay heroic and double-check your shipping address!
Catnip Bravo
Masked Hero and Totally Authorized Symbiote Studios Spokes-Cat
