Refund policy

The short version

I want you to be happy with what I make. If something goes wrong, tell me and I will almost always make it right. What follows is the detail, so we both know where we stand before there's a problem.

Custom and made-to-order work

Every custom patch is cut for one person from one file. It can't be restocked or resold, so custom orders can't be returned or refunded for change of mind — including a change of heart about the design, the color, the size, or the quantity you ordered.

That's not me being difficult. It's the nature of made-to-order work, and it's why I send a proof before anything goes on the laser.

Proofs, and what approving one means

You get a proof to approve before I engrave. Please read it carefully — spelling, spacing, names, dates, numbers, all of it.

Once you approve a proof, the approved artwork is what gets made. If an error was in the proof and you approved it, a corrected run is a new order at patch cost. I'll usually be generous about this, but I can't absorb it as a matter of course.

If the mistake is mine — the finished patch doesn't match the proof you approved — that's on me. I remake it free and cover the shipping. No argument, no restocking fee, no sending anything back unless I ask.

The replacement guarantee

I stand behind what leaves here. If a patch fails, gets destroyed, or meets a memorable end, tell me what happened and I'll usually send another one out.

A valid reason works. So does a good story.

I mean that, and I intend to keep meaning it. But so it's plainly stated: the guarantee is goodwill offered at my discretion, not a warranty. I decide what gets replaced, case by case. I'm going to be generous. I'm not going to be a vending machine.

Things I'll say yes to without blinking: it came apart, the engraving wasn't what you approved, the material failed, or it got wrecked doing something that patches get wrecked doing.

Things I'll look at case by case: repeat claims on the same order, replacement requests on large commercial runs, quantities that don't match the wear a reasonable person would put on them, and anything where the pattern suggests the guarantee is being worked rather than used.

On large orders — anything over 50 pieces — replacement is handled as a conversation, not an automatic swap. Tell me what's happening and we'll sort out something fair.

Mounting is yours

Patches ship with hook-side velcro on the back, or with an iron-on backing if you choose it. Velcro needs a loop panel to stick to; that part is yours. Applying an iron-on patch is your side of the job. A patch that lifts or comes away from a hat or jacket is almost always an application issue, not a fault in the patch — it can be re-pressed, and usually that's all it needs.

Damaged or wrong on arrival

If your order turns up damaged, incomplete, or isn't what you ordered, tell me within 14 days of delivery and send a photo. I'll remake or refund it. This one isn't discretionary — if I got the order wrong, I fix it.

Premade patches

Premade designs from the Void Seekers series aren't custom, so they get a normal return window: unused and in original condition within 30 days, and I'll refund the patch cost. Return shipping is yours unless the item was faulty or I sent the wrong thing.

Cancellations

Cancel any time before I've started, for a full refund. Once a design fee has been worked against — meaning I've actually drawn something — that portion isn't refundable, because the work exists. Once a patch is on the laser, it's made.

Lost or stolen in transit

Once a package is accepted by the carrier it's in their hands, not mine. I can't take responsibility for a parcel that tracking shows as delivered. If something has genuinely gone astray in transit, tell me and I'll help you chase it with the carrier.

Orders sent to an incorrect address supplied at checkout are reshipped at your cost.

Refund method and timing

Approved refunds go back to the original payment method, usually within 5–10 business days depending on your bank.

How to ask

Email support@thevoidcreates.com with your order number or the email you ordered with, a photo if something's wrong, and a sentence about what happened. That's the whole process. I'm one person, so you're talking to me directly.

A note on chargebacks

If something's wrong, please just tell me. I'd far rather fix it than find out through a chargeback, and I've never yet refused someone who asked. Filing a chargeback without contacting me first means I may decline future orders.

Reserved rights

I reserve the right to refuse a refund or replacement where a claim can't be substantiated, where the pattern of claims is unreasonable, or where the item has been altered, resold, or damaged deliberately to make a claim. I also reserve the right to decline future orders from anyone who abuses this policy.

I don't plan to ever use this paragraph, but don't be the first to make me.