Refund policy

Physical products

We sell made-to-order physical products fulfilled by our print-on-demand partner, Printful.

Because these items are made to order, we do not accept returns or exchanges for:

  • change of mind,
  • ordering the wrong size, color, or variant,
  • accidental purchases, or
  • any other customer preference reasons,

except where required by applicable law. This matches Printful’s general policy for made-to-order products. (support.printful.com)

Damaged, defective, misprinted, or incorrect items

If your order arrives damaged, defective, misprinted, or you receive the wrong item, please contact us at contact@lakeserenestudio.com within 30 days of delivery. Please include:

  • your order number,
  • the email address used at checkout, and
  • clear photos showing the issue.

If the issue is confirmed, we may offer a replacement or refund, at our discretion. In most cases, you do not need to return the damaged item. (support.printful.com)

Lost packages

If your package appears to be lost in transit, please contact us within 30 days of the estimated delivery date. We’ll work with our fulfillment partner to review the shipment and determine the next steps. (help.printful.com)

Incorrect address, refused delivery, or unclaimed packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned because:

  • the shipping address was incorrect or incomplete,
  • the package was unclaimed,
  • the shipment was refused,
  • the parcel was not picked up from a pickup point or parcel locker, or
  • the package was not cleared through customs,

we may be able to reship it, but additional shipping charges may apply. Refunds are not guaranteed in these situations. (help.printful.com)

If a returned package is not reshipped or otherwise resolved within the applicable return window, it may no longer be available for resend or refund. Printful states that unclaimed returned items may be disposed of after 30 days. (help.printful.com)

Digital products

We also sell digital downloads. Because digital products are delivered instantly or made available shortly after purchase, we do not accept returns or exchanges for digital products once the file has been delivered, downloaded, or accessed, except where required by applicable law.

Refunds for digital products

We may offer a refund or replacement for a digital product if:

  • you did not receive your download and we are unable to provide access after troubleshooting,
  • the file is corrupted or does not open properly, or
  • you received the wrong file.

Where possible, we may first offer a replacement file or a new download link. If we cannot resolve the issue, we may issue a refund.

Please contact us within 14 days of purchase for digital download issues.

Digital products not eligible for refund

Refunds are generally not available for:

  • change of mind after delivery, download, or access,
  • accidental purchases,
  • failure to read the product description,
  • not having the required software, device, or technical knowledge to use the file, or
  • entering an incorrect email address at checkout.

If you entered the wrong email address, contact us and we’ll do our best to help.

How to request support

To request help with a physical or digital order, email us at contact@lakeserenestudio.com and include:

  • your order number,
  • the email address used at checkout, and
  • a brief description of the issue.

If your physical item is damaged, defective, misprinted, or incorrect, please also attach clear photos.

We typically respond within 1–2 business days.

Chargebacks and payment disputes

If there is a problem with your order, please contact us first so we can try to resolve it quickly. Filing a chargeback or payment dispute before contacting us may delay resolution.

Consumer rights

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.