Refund policy

Orbital Archive: Comprehensive Refund & Return Policy

Last Updated: February 21, 2026

At Orbital Archive, we operate on a bespoke, print-on-demand model. This means every record, garment, and archival print is manufactured specifically for you only after your order is placed. Because we do not maintain a physical inventory or a "stocked" warehouse, our policies are designed to reflect the custom nature of our products.

1. The Two-Hour Cancellation Window

Due to our automated integration with global production partners (Printful and Printify), orders are transmitted to the manufacturing queue shortly after purchase.

  • Hard Deadline: You have exactly two (2) hours from the time of purchase to request a cancellation.

  • Post-Window: Once this two-hour window has expired, your order is locked into the production phase. At this stage, materials have been allocated and labor has commenced; therefore, we cannot grant cancellations, redirects, or modifications.

2. Manufacturing Defects & Shipping Damage

We stand behind the quality of our museum-grade materials. If your item arrives with a clear manufacturing error or was damaged during transit, we provide a 100% Free Replacement Guarantee.

  • Reporting Period: You must report any damage or defects within 14 days of the delivery date.

  • Submission Requirements: To process a replacement, email orbital.archive.hq@gmail.com or message us via Etsy with your order number and high-resolution photos clearly showing the issue.

  • No Return Necessary: For verified damaged or misprinted goods, you are not required to mail the item back to us. We will simply trigger a new production run at no cost to you.

3. Sizing, Fit, and Buyer’s Remorse

Because each item is custom-made to your specific size and color selection, we cannot accept returns or exchanges for "change of mind" or incorrect size choice.

  • Size Charts: Precise measurements are provided for every garment in the product description. It is the buyer's responsibility to consult these charts prior to purchase.

  • Visual Variations: Please note that screen calibrations vary; slight differences in color saturation or print placement are a standard part of the POD process and do not qualify as defects.

4. International Rights: EU & UK "Right of Withdrawal"

In accordance with European Union and United Kingdom consumer protection laws, customers residing in these regions have a legal 14-day Right of Withdrawal.

  • The Window: You have 14 days from the date of delivery to notify us of your intent to return the item for any reason.

  • Mandatory Condition: Items must be returned in their original, pristine condition: unworn, unwashed, with all original tags and packaging intact.

  • Return Shipping Costs: Per local law and our shop policy, the buyer is solely responsible for the cost of return shipping to our headquarters in Canada.

  • Authorization: You must contact us at orbital.archive.hq@gmail.com to receive an official Return Authorization before shipping.

5. Non-Returnable Items

The following items are strictly exempt from all return or refund requests (unless arriving damaged):

  • Digital Downloads: Due to their immediate delivery and intangible nature, digital records and files are non-refundable.

  • Personalized Goods: Any item that has been customized with unique text or specific user-requested modifications.

  • Sale Items: Items purchased during a clearance or "Final Sale" event.

6. The Returns & Refund Process

For authorized returns (EU/UK only), please follow these protocols to ensure your refund is processed:

  • Shipping Address: Items must be sent to Orbital Archive, 3806 Fleming Street, Vancouver, BC V5N 3W2, Canada.

  • Tracking Mandatory: We strongly recommend using a tracked shipping service. We cannot issue a refund for items that are lost in transit to our facility.

  • Inspection: Upon receipt, we will inspect the item. If it meets our "Original Condition" standards, a refund for the item price will be issued to your original payment method.

  • Timeline: Please allow up to 10 business days for the funds to appear in your account, depending on your financial institution's processing times.

7. Unclaimed or Wrong Address Shipments

  • Incomplete Addresses: If a package is returned to the facility because of an incorrect address provided by the buyer, the buyer will be responsible for the reshipment costs.

  • Unclaimed Packages: Shipments that go unclaimed and are returned to our production partners are often donated to charity by the facility; in these cases, a refund will not be issued.