Política de reembolso

This Returns & Refund Policy applies to purchases made through obsidianrestraint.com, operated by Promise LLC (the “Site,” “we,” “us,” or “our”).

Our products are handcrafted in small batches and may be made, finished, assembled, or prepared after your order is placed. Because each piece requires dedicated materials, labor, production time, inspection, and careful packing, our return process is different from standard mass-produced retail products.

Please read this policy carefully before placing your order.

Return Policy Summary

  • Return and support requests are reviewed within 30 days of delivery.
  • Damaged, defective, incorrect, or significantly not-as-described items are supported.
  • Approved returns must be unused, undamaged, and returned with original packaging when possible.
  • Customer covers return shipping for approved preference-based returns.
  • No restocking fee is charged for approved eligible returns.
  • Handmade items may have natural variations in wood grain, tone, texture, finish, and handcrafted details.

1. Handcrafted Workshop Products

Our products are handcrafted workshop items made in small batches.

This may include handcrafted wooden mugs, ritual objects, drinkware, decorative pieces, apparel, accessories, display pieces, and other workshop-made products.

Because each item is made or prepared through a hands-on production process, small variations are expected. These variations are part of the character of handmade work and help make each piece unique.

2. Return And Support Window

If you have any concern with your order, please contact us within 30 days of delivery at:

support@obsidianrestraint.com

We will review your request and provide a fair resolution when the item arrives:

  • Damaged in transit
  • Defective
  • Incorrect
  • Significantly not as described

Please include your order number and clear photos or videos so we can review the issue properly.

3. Preference-Based Return Requests

Preference-based return requests are reviewed case by case.

Preference-based reasons may include, but are not limited to:

  • Changed mind
  • Style preference
  • Ordering the wrong item
  • No longer needing the item
  • Personal expectation differences that are not related to damage, defect, incorrect item, or a significant description issue

Because handcrafted workshop products require dedicated materials, labor, and production time, preference-based return requests may not always be approved.

If a preference-based return is approved, the item must be unused, undamaged, and returned in its original packaging with all included components.

4. Handmade Variation Notice

Handcrafted items are not factory-identical products.

Natural and handmade variations are expected and are not considered defects unless they affect the safe use, structure, or intended function of the item.

These variations may include differences in:

  • Wood grain
  • Color tone
  • Surface texture
  • Finish
  • Carving depth
  • Engraving depth
  • Handcrafted details
  • Small construction or finishing differences

Minor differences between product photos and the received item may occur due to lighting, screen display, natural material variation, and the handmade production process.

5. Damaged, Defective, Incorrect, Or Significantly Not-As-Described Items

If your item arrives damaged, defective, incorrect, or significantly not as described, please contact us within 30 days of delivery.

Email us at:

support@obsidianrestraint.com

Please include:

  • Your order number
  • A clear description of the issue
  • Clear photos or videos showing the issue
  • Photos of the packaging if the item was damaged in transit
  • A photo of the shipping label, if available

After reviewing your request, we may offer one or more of the following resolutions depending on the situation:

  • Replacement
  • Repair solution
  • Store credit
  • Partial refund
  • Full refund

For approved damage, defect, incorrect-item, or significantly not-as-described claims, we will cover return shipping costs or provide an equivalent resolution when a physical return is not practical.

6. Return Eligibility Conditions

If a return is approved, the returned item must meet the following conditions:

  • The item must be unused
  • The item must be clean and undamaged
  • The item must be returned in its original packaging when possible
  • All included components, inserts, accessories, and gifts-with-purchase must be returned
  • The item must not be altered, washed, modified, repaired by a third party, or damaged after delivery

Returns that do not meet these conditions may be rejected or may not qualify for a full refund.

7. How To Start A Return Or Support Request

To start a return or report an issue, please contact us at:

support@obsidianrestraint.com

Please include:

  • Your order number
  • The item you are contacting us about
  • The reason for your request
  • Photos or videos if you are reporting damage, defect, incorrect item, or a not-as-described issue

If your return is approved, we will send return instructions and a Return Merchandise Authorization (RMA).

Please do not send any item back without approval. Unauthorized returns may be delayed, rejected, or not eligible for a refund.

8. Return Address & Instructions

All approved returns must be sent to the return address provided in your RMA instructions.

Please note: Our corporate registration address at 30 N Gould St Ste N, Sheridan, WY 82801 is for legal entity registration only and does not accept return packages.

Returns sent to the corporate registration address will not be processed or refunded.

Our return processing location may vary depending on the item type and return situation. We will provide the correct return address and instructions after your return request is approved.

9. Return Shipping Fees

For approved preference-based returns, the customer is responsible for return shipping costs.

Preference-based returns may include reasons such as changed mind, style preference, ordering the wrong item, or no longer needing the item.

For confirmed defects, incorrect items, approved transit damage, or items significantly not as described, we will cover return shipping costs or provide an equivalent resolution.

We do not charge a restocking fee for approved eligible returns.

10. Refunds

Once we receive and inspect your approved return, eligible refunds will be issued to the original payment method within 7–10 business days.

Your bank or payment provider may require additional time to post the refund to your account.

Unless the return is due to our error, a confirmed defect, approved transit damage, an incorrect item, or an item significantly not as described, expedited shipping fees paid at checkout are non-refundable.

Original shipping charges, if any, may also be non-refundable unless the return is due to our error or an approved quality-related issue.

11. Cancellations

You may request to cancel your order within 12 hours of placing it by contacting us at:

support@obsidianrestraint.com

Because our items are handcrafted in small batches, preparation may begin shortly after an order is placed.

If your order has already entered preparation, production, packing, or shipping, cancellation eligibility may be limited.

If a cancellation request is approved before preparation, production, packing, or shipping begins, we will issue a refund to the original payment method.

Once an order has shipped and tracking has been issued, it cannot be canceled. If there is an issue after delivery, please contact us under this Returns & Refund Policy.

12. Production Time And Shipping Delays

Handcrafted workshop items may require production, finishing, inspection, and packing time before shipping.

The estimated production and fulfillment timeframe will be shown on the product page or during the purchase process.

If we are unable to ship your order within the stated timeframe, we will contact you with an updated estimated shipping date and available options.

If the revised timeline is not acceptable, you may choose to cancel the order for a refund before the item ships.

13. Care-Related Damage

Some handcrafted products require proper care.

Damage caused by misuse, improper cleaning, improper storage, exposure to harsh chemicals, dishwashers, microwaves, soaking, extreme heat, impact, or normal wear over time may not be eligible for return, refund, or replacement.

For handcrafted wooden items, please follow the care instructions provided on the product page or included with your order.

General care guidance for handcrafted wooden drinkware may include:

  • Hand wash only
  • Do not place in a dishwasher
  • Do not microwave
  • Do not soak for long periods
  • Dry carefully after cleaning
  • Avoid extreme heat or prolonged direct sunlight

14. International Returns

For international returns, please mark the package clearly as:

“Return — No Commercial Value”

This may help reduce customs delays during return transit.

Customers are responsible for following the return instructions provided in the RMA email. We are not responsible for returns lost, delayed, rejected, or misdirected because the return instructions were not followed.

15. Policy Abuse

We reserve the right to refuse returns, refunds, cancellations, or exchanges in cases of suspected policy abuse, fraud, excessive return activity, unauthorized returns, altered items, or items returned in a condition that does not meet this policy.

16. Contact Us

Questions about returns, refunds, cancellations, or damaged items?

Please contact us at:

support@obsidianrestraint.com