REFUND & RESOLUTION POLICY

Effective Date: February 23, 2026

All physical products sold by On the Horizon JW Studios are made-to-order through third-party fulfillment providers.

Because each item is produced specifically per order:

• All sales are final.
• Orders cannot be canceled or modified once production has begun.
• Change-of-mind purchases are not eligible for refund.

Customers are responsible for reviewing personalization details carefully before submitting an order.

We are not responsible for:

• Spelling errors entered by the customer
• Incorrect names or dates submitted at checkout
• Size selections made by the customer

Orders containing customer-submitted errors are not eligible for refund or replacement.

Digital products are non-refundable once delivered.

By completing your purchase, you acknowledge that digital content cannot be returned or exchanged.

Where digital creative services are offered:

• Two (2) revision rounds are included
• Revisions are limited to the originally agreed scope
• Additional revisions may incur additional charges

Once final files are delivered, the service is considered complete.

Creative labor is non-refundable once work has begun.

Final artwork approval constitutes acceptance of the completed work.

If your item arrives damaged, defective, or incorrect:

• Contact us within 7 days of delivery
• Provide clear photo documentation
• Include your order number

If the issue verified, we will coordinate with our fulfillment partner to provide a replacement or appropriate resolution.

Claims submitted after 7 days may not be eligible for review.

Shipping times are estimates and may vary based on production schedules and carrier performance.

If tracking indicates “Delivered,” title and risk of loss transfer to the customer.

For packages marked delivered but not received:

Customers must contact the shipping carrier directly to initiate a claim.

We will assist with documentation where possible but do not guarantee carrier outcomes.

Initiating a chargeback without first contacting us for resolution may result in:

• Submission of production documentation
• Proof of delivery
• Enforcement of arbitration provisions

Fraudulent or abusive chargebacks will be contested.

Nothing in this policy overrides consumer rights granted under applicable law.