Refund Policy
Refund Policy
Last updated: 14 September 2026
This policy explains when refunds are available for orders placed with Fuzzforge Studio, operated by ONCEWOW LIMITED.
Custom Commissions
Custom pieces are built to your specifications and cannot be resold. For this reason:
- Before production begins — you may cancel for a full refund of your deposit, minus any payment processing fees already incurred.
- After production begins — the deposit is non-refundable, because materials have been purchased and cut, and work has been performed to your specification.
- After delivery — custom commissions are final sale and are not eligible for return or refund, except where the item arrives damaged or materially different from the agreed design.
Ready-to-Ship Items
Non-custom accessories may be returned within 14 days of delivery if they are unused, in original condition, and with all packaging intact. Return shipping is the buyer's responsibility. Once we receive and inspect the item, we will issue a refund to the original payment method.
The following are not eligible for return: items marked final sale, personalised items, and items that have been worn, washed, or altered.
Damaged or Incorrect Items
If your order arrives damaged, defective, or materially different from what was agreed, contact us within 7 days of delivery with photographs and a description. We will arrange a repair, replacement, or refund as appropriate. This does not affect your statutory rights.
Delayed Orders
Production estimates are estimates, not guarantees. Delays caused by material shortages, supplier issues, or circumstances beyond our control do not automatically entitle you to a refund of a non-refundable deposit. We will always keep you informed and offer alternatives where possible.
Orders Not Delivered
If tracking shows an order as delivered but you have not received it, contact us and we will help you raise a claim with the carrier. Where a shipment is confirmed lost in transit, we will replace or refund the order.
Cancellations by Us
In the rare event we cannot complete your order, we will notify you promptly and refund all amounts paid, including any non-refundable deposit.
How to Start a Return or Claim
Contact us through our contact page with your order number, photographs where relevant, and a description of the issue. We respond to all claims within 3 business days.
Your Statutory Rights
Nothing in this policy limits any rights you have under applicable consumer protection law, including your rights regarding faulty or misdescribed goods.