Last Updated: March 2026

Because we offer both personalized digital products and made-to-order physical merchandise, our refund and return terms vary by product type. Please review the relevant section carefully before making a purchase.

Where a refund is approved, only the product price will be refunded. Any customs duties, import taxes, or third-party fees paid by the customer are non-refundable. All approved refunds will be returned to the original payment method within 14 business days of approval.

 

1. DIGITAL PRODUCTS (Entity Blueprint)

Due to the digital and personalized nature of the Entity Blueprint, all sales are generally final.

For the purpose of this policy, "delivery" is defined as the date on which the completed Entity Blueprint is sent to the customer's registered email address. The initial email containing the data submission form link does not constitute delivery of the Product.

Refunds Will NOT Be Issued In The Following Circumstances:

•       The customer provided incorrect, incomplete, or inaccurate birth data.

•       The customer changed their mind after the completed Entity Blueprint has been delivered to their email address. 

•       The customer is dissatisfied with the AI-generated content, which is subject to the disclaimers set out in our Terms of Service and Entity Blueprint EULA.

•       The Product was acquired as a promotional gift or bonus (which holds no cash surrender value and cannot be exchanged, refunded, or transferred).

Exceptional Circumstances — Refund May Be Considered At ORBIT-12's Sole Discretion:

•       A verified technical failure on the part of ORBIT-12 that prevented delivery of the Product within 7 business days of the customer's successful form submission.

•       A confirmed fraudulent transaction, such as verified unauthorized use of a stolen payment method, subject to appropriate supporting evidence being provided by the customer.

 

How To Submit A Refund Request:

All refund requests regarding digital products must be submitted in writing to support@orbit12.com within 7 days of the delivery date (i.e., the date the Blueprint was delivered to your email). Requests submitted after this window will not be considered.

ORBIT-12 reserves the right to request supporting documentation before processing any refund request. Approved refunds will be processed within 14 business days to the original payment method.

 

2. PHYSICAL PRODUCTS (Apparel & Merchandise)

All physical products are made-to-order specifically for you. As such, we do not accept general returns or offer exchanges. Please review the specific scenarios below.

Misprinted / Damaged / Defective Items

Any claims for misprinted, damaged, or defective items must be submitted within 15 days of the date the product was received. Please email support@orbit12.com with a clear photo of the defective item and your order number. Upon verification and approval from our production partner, a replacement will be sent to you at no additional cost. Only the product price is covered — any import duties or taxes previously paid are non-refundable.

Lost In Transit

For packages lost in transit, all claims must be submitted no later than 15 days after the estimated delivery date. We will investigate and follow up with the carrier on your behalf. If the carrier confirms the package is lost, we will reship your order at no additional cost. If the carrier does not confirm the loss, we reserve the right to assess the situation on a case-by-case basis.

Wrong Address & Unclaimed Packages

•       Wrong Address: If you provide an address that is considered insufficient or incorrect by the courier, the shipment will be returned to our production facility. You will be liable for the reshipment costs once we have confirmed an updated address with you. If reshipment is not arranged within 15 days of our notification, the order will be considered abandoned and no refund will be issued.

•       Unclaimed Packages: Shipments that go unclaimed and are returned to our facility will require you to cover the cost of reshipment. The same 15-day response window applies — if not arranged within 15 days, the order will be considered abandoned and no refund will be issued.

Buyer's Remorse & Size Exchanges

Because all physical items are made-to-order, we do not offer refunds for buyer's remorse, nor do we offer size exchanges. We strongly recommend reviewing the detailed Size Chart provided on each product page before placing your order to ensure the correct fit.

 

3. CHARGEBACKS & PAYMENT DISPUTES

We encourage all customers to contact us directly at support@orbit12.com before initiating a chargeback or payment dispute with their bank or card issuer. Most issues can be resolved quickly through our support team.

If a chargeback or dispute is filed without first contacting us, ORBIT-12 reserves the right to provide all relevant evidence — including order details, delivery confirmation, correspondence records, and policy documentation — to the payment processor or financial institution in order to contest the claim. Fraudulent chargebacks may result in permanent account suspension and may be referred to the relevant authorities.

 

4. CONSUMER PROTECTION NOTICES

 

CONTACT US

For all refund, return, or exchange enquiries, please contact our support team:

Email: support@orbit12.com

Please include your Order Number and a description of your issue. We aim to respond to all enquiries within 2 business days (excluding weekends and public holidays).