Returns, refunds & cancellations

Request a cancellation at hello@scultra.design within 24 hours of ordering. We will cancel and refund an order if it has not been dispatched and production of a made-to-order item has not begun. After that point, the returns rules below apply.

Contact us within 7 calendar days of delivery before sending anything back. Eligible products must be unused, unassembled, unaltered and returned with all original packaging, parts and proof of purchase.

Made-to-order, customised, personalised, clearance and hygiene-sensitive items are not returnable for change of mind when this is stated on the product page. This does not affect remedies for an item that is damaged, defective or incorrect.

• Do not send a return until support provides return instructions and, where applicable, an authorisation.
• Change-of-mind return shipping is paid by the customer and the item remains the customer’s responsibility until received.
• Original delivery charges are not refundable unless the order was damaged, defective, materially misdescribed or incorrect.

Email hello@scultra.design within 48 hours of delivery with the order number, a description, and clear photos of the product and outer packaging. Keep all packaging while we review the claim.

If the item is confirmed as damaged, defective or incorrect, Scultra will arrange an appropriate replacement, repair or refund and cover the reasonable return cost where a return is required.

Because a digital file cannot be returned after it has been downloaded, accessed or delivered, change-of-mind refunds are not available after delivery begins. Before purchasing, check the product description, licence, supported software, file format and device requirements.

We will review refund or replacement requests made within 7 calendar days for a duplicate purchase, failed delivery, corrupted file, inaccessible download, or content that is materially different from its description. We may first offer a working replacement or reasonable technical help.

Approved refunds are sent to the original payment method within 7–10 business days after approval, or after an eligible physical return is received and inspected. Your bank or payment provider may need additional time to show the credit.

Nothing in this policy limits rights or remedies that cannot legally be excluded under applicable consumer law.