Compl3x · compl3x.ca
Refund and Returns Policy
What happens when something arrives damaged, faulty, wrong, late or not at all — and why we cannot take change-of-mind returns.
Last updated 13 September 2026
1. The short version
We make each item after you order it. There is no warehouse and no inventory to return a piece to, which is why we cannot offer free change-of-mind returns the way a reseller can.
What we can do, and do without fuss, is stand behind the thing we made. If it turns up broken, faulty, not what you ordered, or not at all, we fix it. We made it, so a replacement is a print job rather than a dispute with a supplier in another time zone.
2. What is covered
We will replace, repair or refund, at your preference where reasonable, in all of these cases:
| Situation | What we do | Tell us within |
|---|---|---|
| Damaged in transit | Reprint and reship, or a full refund. We handle the carrier claim, not you. | 30 days of delivery |
| Arrived faulty, or failed in normal use | Repair, replacement or refund | 12 months of delivery |
| Wrong item, wrong variant or something missing | We send the right one. You keep or return the wrong one at our cost, our choice. | 30 days of delivery |
| Never arrived, or tracking stalls | Reprint and reship, or a full refund | 30 days of the expected delivery date |
| Not delivered within 30 days of the date we gave | Cancel for a full refund, as consumer legislation provides | Any time before it ships |
| We cannot make or fulfil your order | Full refund, told to you as soon as we know | — |
| Materially different from its description or photographs | Replacement or full refund | 30 days of delivery |
Postage on a replacement is on us. We will not ask you to pay to return a faulty item.
3. What is not covered
Change of mind. Ordering the wrong thing, deciding it does not suit the room, finding something you prefer, or no longer needing it are not situations we can refund, because the piece was made for you and cannot be resold.
We also cannot cover:
- Damage from use outside what the product was sold for, from modification, or from ignoring a stated load, heat or mounting limit.
- Normal wear, scratches and marks from everyday use.
- Heat damage — printed plastics soften in a hot car or a dishwasher. This is a property of the material, not a defect.
- The normal characteristics of the process: faint layer lines, small seams, slight tone variation between batches, and dimensions within about a millimetre of nominal. Anything beyond that is a defect and is covered.
- Colour differing from your screen. Screens vary. The photographs show the real object; if exact colour matters, ask us before ordering.
- Custom pieces made to a specification you approved, where the finished piece matches that approval.
None of the above reduces the statutory warranties that apply to goods sold in Canada — that they are of acceptable quality, fit for their purpose, match their description and last a reasonable time. Those cannot be waived by a policy, including this one, and we are not attempting to.
4. How to make a claim
Email studiocompl3x@gmail.com with:
- your order number;
- what is wrong, in a sentence or two;
- a photograph or two showing it — and for transit damage, a photograph of the packaging as well.
That is the whole process. We aim to reply within one business day and to resolve a straightforward claim the same week. We will not ask you to post a broken item back before we act on it, and we do not charge restocking fees.
Please keep the packaging until a transit-damage claim is settled, as carriers sometimes ask to see it.
5. Refunds
Approved refunds go back to the payment method you used. We issue them within 3 business days of approving a claim; how quickly the money appears after that is up to your bank, and is usually a further few days.
A full refund includes the price of the item, the tax paid on it, and the shipping you paid. Where only part of an order is affected, we refund that part and the shipping attributable to it.
If a discount or free shipping threshold applied to the original order, the refund is calculated on what you actually paid.
6. Deliveries that go wrong
Marked delivered but not there
Tell us. We will check the tracking detail with the carrier, ask you to look in the usual places and check with neighbours, and if it does not turn up within a couple of days we reprint or refund. We will not simply point at a delivery scan and close the file.
Wrong address
If the address given at checkout was incorrect or incomplete and the parcel comes back to us, we will reship it once you confirm the right address. We may ask you to cover the additional postage, since the original was posted correctly. If it is genuinely lost after being sent to an address you gave us, we will still work with you on it.
Refused delivery
Refusing a parcel is not the same as cancelling. If you no longer want an order, contact us rather than refusing it, and we will tell you what we can do.
7. Cancelling before it ships
Because production starts quickly, we cannot promise to catch an order in time. But ask: if we have not started printing, we will cancel it and refund you in full, and if we have only just started we will usually still sort something out. Email as soon as you know.
8. Rights you keep regardless
- Cancel for a full refund if we have not delivered within 30 days of the date we gave you.
- Cancel within the period your province allows if we failed to give you the required pre-purchase information — commonly seven days after receiving the contract.
- Ask your card issuer to reverse a charge where your province gives you that right after a valid cancellation we have not refunded.
- Rely on the statutory warranties of quality, fitness, description and durability.
These come from consumer protection legislation across Canada. They apply whatever this policy says.
9. Gifts
If you received one of our pieces as a gift and there is a problem with it, contact us directly. We will deal with you rather than sending you back to the person who bought it. A refund, where one is due, goes to the original payment method.
10. Business and bulk orders
Bulk, wholesale and commissioned orders are covered for defects, damage and errors in the same way. Because they are produced to an agreed specification, the cancellation and change-of-mind terms in the purchase agreement take precedence where they differ from this page.
11. If we cannot agree
Come back to us first — ask for the claim to be reviewed again and say why. If we still cannot agree, the consumer protection office in your province can help, and you keep every legal right you would otherwise have. Our Terms and Conditions set out which law applies.
12. Contact
studiocompl3x@gmail.com — please put your order number in the subject line so we can find it quickly.
