Refund policy
We have a 14-day return and refund policy, which means you have 14 days after receiving your item to request a return, refund, or replacement for any broken or missing part.
To be eligible, your item must be in the same condition that you received it, unused, with tags, certificates of authenticity, and in its original packaging. You’ll also need the receipt or proof of purchase and proof of missing or broken parts.
If your request is accepted, we’ll send you an email with instructions on how it will be processed and which steps to follow. Items sent back to us without requesting a return will not be accepted under any circumstance.
To start an inquiry you can contact us at customercare@somniacrawlerechoes.com
Full payments are not refundable, neither are the deposits or partial payments of products purchased by layaway. Please keep this in mind while placing your order. All sales are final due to the nature of our products.
Every product is thoroughly inspected and carefully packaged before being shipped. Somnia Crawler Echoes is not responsible for any damage or loss a parcel may suffer during transportation if the shipping is not fully insured, but we may be open to help where possible.
We reserve the right to update, change or replace any part of this Policy by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. In most cases, a replacement part will be sent without the need of returning the order. There may be exceptions.
Seam lines, bubbles, and other potential effects of manufacturing and casting, indicated in the product description where possible, will not be covered as they won't be considered damages or issues with the order.
Damages that are produced by you or third parties not affiliated in any way with us (for example by production or transit) during or after the 14-days grace period may not be covered by this policy. This includes and is not limited to bad or incorrect use of the products, negligence, yellowing, modifications, repairs, improper manipulations, the use of thinners and/or paints not approved by us, removal of painted for customized products, removal of magnets, sanding, or any other action that may be harmful.
Exceptions / non-returnable items
Most items produced by Somnia Crawler Echoes cannot be returned or refunded due to their nature. Pre-orders, custom products (such as special orders or personalized items; Ball Jointed Dolls are included in this category as they are tailored from the beginning, with things like resin color, to the final customer), and digital goods (such as 3D files and STLs) or any other kind of final sale. Please keep this in mind while placing your order.
There may be exceptions depending on the circumstances. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns or refunds on sale items or gift cards.
Second-hand products or others that you may have acquired via other sites are excluded from this policy.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving your order, for any reason and without a justification.
To exercise this right, you must notify us via email before the 14 days period expires.
customercare@somniacrawlerechoes.com
This right may not be exercised for products that have been made according to the specifications of the consumer or that are clearly personalized and tailored to you.
The exercise of this right does not entail making changes to the products purchased. If you want to return a product in accordance with this article and want a new product to replace it, you must place a new order on the website and satisfy the price of the order and shipping fees. Most pre-orders may be excluded from this right as they are tailored to your preferences.
Refunds
We will notify you once we’ve received your inquiry, and let you know if the refund was approved or not. If a refund is approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@somniacrawlerechoes.com.
You are not entitled to any refund of your payments if the order is considered abandoned in the process of a Pre-Order or with Layaway installments (not replying or fulfilling payments requests in due time). To find more info about abandoned orders please visit Terms of Service.