Refund Policy

1. Made-to-order pieces

Collection masks, helmets, weapons, tools, DIY kits, raw prints, and commissioned pieces are made or prepared for the individual order. Many orders include customer-selected sizing, finish, lining, hardware, accessories, or other customization. Because production time and materials are committed specifically to each build, these items are not eligible for general change-of-mind returns after production begins.

This policy does not limit any refund, cancellation, warranty, or consumer-protection right that cannot legally be waived.

2. Changes to an order

Contact us as soon as possible if you need to change an address, measurement, finish, lining, accessory, or other selection. Changes are not confirmed until Questline accepts them in writing. A requested change may affect price and estimated completion time.

Once the affected stage of production has started, some changes may be impossible or may require an additional charge for replacement materials and labor. Address changes cannot be guaranteed after a shipping label has been created or the package has entered the carrier's network.

3. Cancellations before shipment

Before production begins

An order may be cancelled for a full refund before production or custom design work begins. Requests made within 24 hours of purchase will normally qualify unless production began sooner with the customer's express approval.

After production begins

Once printing, design, material preparation, finishing, or other production work has begun, the order is ordinarily non-cancellable. At Questline's discretion, a partial refund may be offered based on work completed, nonrecoverable materials, and other costs already committed to the build.

Custom commission deposits

Unless a written commission agreement says otherwise, design or production deposits become non-refundable when the corresponding design or production work begins.

Cancellation by Questline

If Questline cancels an order because we cannot complete it, the customer will receive a refund of the amount paid for the unfulfilled item, including associated outbound shipping charges.

4. Damage, defects, or incorrect items

Inspect the package promptly after delivery. Contact us within seven calendar days if an item arrives damaged, has a material workmanship issue, or does not match the confirmed order. Include the order number, a description of the problem, photographs of the item, and photographs of the shipping carton and packing materials when transit damage is involved.

The seven-day request helps Questline document transit damage and resolve the issue quickly; it does not shorten a warranty, defect, or consumer-protection right that applicable law gives you for a longer period.

Keep all packaging until the claim is resolved, since the carrier may require it for inspection. Do not discard, modify, repair, wear, or return the item before receiving instructions from Questline.

After reviewing the claim, Questline may provide repair instructions, pay for an authorized repair or return, replace the affected item or component, or issue a partial or full refund. Questline will cover reasonable return shipping for a verified shipping-damage claim, workmanship issue, or fulfillment error for which Questline is responsible.

5. Fit and customer-provided measurements

Customers are responsible for providing accurate measurements and choosing the appropriate fit option. Normal fit variation is expected in rigid wearable pieces. An item is not considered defective solely because it does not fit when it was produced according to inaccurate customer-provided measurements or a customer-selected standard size.

If Questline made the item to a different confirmed measurement or size than the customer supplied, contact us so we can evaluate an adjustment, remake, replacement, or refund. Comfort and safety remain important: discontinue use and contact us if a piece cannot be worn safely.

6. Handmade finishes, DIY kits, and raw prints

Hand-painted and weathered pieces naturally vary from photographs, renders, and one another. Small differences in color, texture, placement, wear patterns, and surface character are part of the handmade finish and are not defects.

DIY kits

DIY kits are sanded, primed, and prepared for painting and include the listed raw build materials, excluding paint and adhesives. Results depend on the customer's assembly and finishing work. Damage or finish issues caused during customer assembly, painting, modification, or use are not eligible for a refund.

Raw prints

Raw prints intentionally arrive unfinished. Layer lines, support marks, seams, overhang artifacts, and unfilled surface areas will be visible and require sanding, filling, assembly, priming, and finishing. These expected raw-print characteristics are not defects.

7. Authorized returns

Do not ship an item back without written return authorization and return instructions. Unauthorized returns may be refused or delayed. When a return is authorized, the item must be packaged securely and returned with all included parts and accessories.

Unless the return concerns a verified Questline error, defect, or transit-damage claim, original shipping charges are non-refundable and the customer is responsible for return shipping. Damage caused by wear, misuse, impact, heat, moisture, improper storage, customer alteration, or third-party repair is not covered.

Refused, undeliverable, or unclaimed shipments are not automatically treated as approved returns. Additional shipping and carrier charges may apply before redelivery.

8. Refund method and timing

Approved refunds are issued to the original payment method whenever possible. Questline will initiate an approved refund promptly, normally within five business days after approval or receipt and inspection of an authorized return. Banks and payment providers may require additional time to post the credit.

Changing an order's WooCommerce status does not by itself move money. A refund is complete only after it has been submitted through the applicable payment provider or otherwise returned to the customer.

9. Production and shipping delays

Unless Questline expressly identifies a date in writing as a guaranteed shipment date, build windows, queue positions, completion dates, and shipping dates are good-faith estimates rather than guarantees. Handcrafted production can take longer than expected because of design or fit complications, failed prints, equipment breakdowns, material shortages, illness, severe weather, carrier disruption, or other unforeseen circumstances.

Questline will communicate material production delays and provide a revised estimate when reasonably possible. If the customer accepts the revised timeline, the order will continue under that schedule. An accepted reasonable delay is not, by itself, a defect or a basis for a refund.

If Questline cannot ship within a promised timeframe, or within 30 days when no shipment timeframe was stated, we will email a delay notice before the applicable deadline. The notice will provide a revised shipment date or state that a date cannot yet be provided, explain the reason when the delay is indefinite, and provide a practical way to consent to the delay or cancel the delayed, unshipped item for a prompt full refund. If another delay becomes necessary, Questline will request any renewed consent required by law before the revised deadline.

If you consent to an indefinite delay, you may cancel the unshipped item at any time before shipment. If legally required consent is not received, Questline will cancel and promptly refund the delayed, unshipped item. Nothing in this policy removes a cancellation or refund right that applicable law requires.

Once a package is accepted by the carrier, transit estimates are controlled by the carrier. Questline will assist with appropriate loss or damage claims, but carrier delays outside our control do not automatically make a completed custom item returnable.

10. Request a change, cancellation, or refund

Email info@questlinellc.com with:

• your name and order number;
• the item involved;
• the change or resolution requested; and
• clear photographs when the request concerns damage, condition, fit, or workmanship.