Refund Policy

Our 30-day money-back guarantee

Every Lit Mascot order is covered by a 30-day money-back guarantee from the day your order is delivered. The guarantee is honored through the return process below - every condition must be met, and nothing is refunded or replaced until we have verified the claim and inspected any returned items.

Damaged, defective, or wrong item claims

All claims must be reported by email within 30 days of delivery and must include your order number and clear photos or a short video showing the issue. Claims without an order number and proof cannot be processed.

Every claim is reviewed and verified before anything is issued. Approved claims are resolved at our discretion with a replacement of the affected item. We may require the item to be returned to us for inspection before a replacement is issued - return instructions are provided with the claim approval, and returned items must be sent exactly as instructed.

Money-back returns

To return your order for a refund under the guarantee, all of the following conditions must be met - returns that do not meet every condition cannot be accepted or refunded:

Authorization first. Email support within 30 days of delivery with your order number to request a Return Authorization (RA) before sending anything. Packages sent without an RA are refused and cannot be refunded. An RA is valid for 7 days from issue.
Complete and in original packaging. Items must be returned with all parts, pads, and inserts, in the original packaging, exactly as received, packed inside a separate outer shipping box.
Your RA number must be written on the outer box and included on a note inside with your order number.
Tracked shipping, paid by you. The items remain your responsibility until they arrive at our facility. Returns lost or damaged in transit cannot be refunded - claims for those are between the customer and their chosen carrier.
Inspection on arrival. Returns are inspected on receipt. Items that arrive damaged, used beyond inspection, or with missing parts or packaging are not eligible for a full refund.

Approved refunds are issued to the original payment method within 5-10 business days after the returned items pass inspection - never before.

Order changes and cancellations

Every light is made to order. An order can be cancelled or changed only before production begins - email us with your order number right away and we will try to catch it in time. Once production has started, your order cannot be cancelled or changed: it is already being printed for you. A tracking number is created the moment your order goes into production - so once your order has a tracking number, printing has begun and it can no longer be cancelled. If you change your mind after that point, take delivery and use the money-back return process above - refusing or abandoning a delivery is not a return and is not eligible for any refund.

Custom orders

Custom lights are printed from your submitted image and made specifically for you, so they cannot be cancelled or changed once production has begun - see Order changes and cancellations above. The 30-day money-back guarantee still applies to custom orders: to receive a refund you must take delivery and return the items through the full money-back return process above - authorization first, complete and in original packaging, tracked shipping at your cost, and inspection on arrival. Refunds are issued only after the returned items pass inspection, never before. Damage, defect, and printing-error claims on custom orders follow the claims process above.

No refund or replacement before verification

Nothing is refunded or replaced until the claim is verified and, where a return is required, until the returned items have arrived and passed inspection. Unauthorized returns, packages refused at delivery, and items sent outside this process are not eligible for any refund or replacement.

Contact us before disputing a charge

We resolve nearly every issue within 1-2 business days - faster than any payment dispute. If you do not recognize a charge or have any problem with your order, contact us first and we will fix it. Chargebacks filed without any prior contact with us, on orders that tracking shows as delivered, will be contested with the carrier's delivery confirmation and this policy.