Widerrufsrecht

Return & Refund Policy

Every Hybrid Studio piece is issued as a numbered, hand-cast specimen and shipped with its individual Species File card. Eligible ready-to-ship items may be returned within 30 calendar days of delivery, subject to the conditions below. Please read this policy carefully before purchasing.

1. What We Accept

We accept returns in the following cases:

The item arrived defective, including a casting fault, broken finding, or missing component listed on the Species File.
The item was damaged in transit.
We shipped the wrong item or wrong specimen code.
The item has a minor cosmetic issue that was not disclosed before purchase.
The customer no longer wants an eligible, unused item.

To qualify for a return, the item must be unworn, unused, and in its original condition. The Species File card, archive sleeve, polishing cloth, and outer archive box must be included.

Ready-to-ship Limited Edition releases, Archive editions, numbered single-batch pieces, and discounted items remain eligible for return unless they were clearly marked as custom-made, personalized, made-to-order, or Final Sale before purchase.

A discounted or promotional price alone does not automatically make an item Final Sale.

2. Return Window · 30 Days

You must contact us to request a return within 30 calendar days from the date the carrier marks the order as delivered.

Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or incorrect, please report the issue to support@hybridxlab.com within 72 hours whenever reasonably possible.

Prompt reporting helps us document the condition of the shipment and resolve the issue more quickly.

The 72-hour inspection request does not cancel or reduce the 30-day return eligibility described in this policy, and it does not limit any mandatory consumer rights that apply to your order.

Return requests submitted more than 30 calendar days after delivery may not be accepted unless otherwise required by applicable law.

3. How to Request a Return

You may request a return through your Shopify customer account, where available, or by emailing support@hybridxlab.com with all of the following:

Order number
Specimen code (e.g. XH-001-C01)
Reason for the return
Clear photographs of the item, the Species File card, and the original packaging
A short video showing the defect or damage, where applicable

For a non-defective return, photographs may be requested to confirm that the item has not sustained additional damage, that all listed components are present, and that the item does not show abnormal wear or use.

EU consumers exercising their statutory right of withdrawal are not required to provide a reason. Photographs may be requested to document the item’s condition but are not a condition for notifying us of the withdrawal.

We will normally review the request within three business days.

Depending on the reason for the request, we may offer one or more of the following resolutions:

Repair, where appropriate and reasonably possible
Replacement, subject to availability
Full refund
Partial refund
Store credit
Return for refund

If an item has a minor cosmetic issue that does not affect its normal function, structural integrity, or intended use, we may offer an optional partial refund or store credit.

Any partial refund or store credit offered for a minor cosmetic issue will generally be assessed in increments of approximately 10% and will not exceed 30% of the item price.

The customer may accept or decline the offer. Declining a partial refund or store credit does not remove the customer’s right to request an otherwise eligible return.

Please contact us before sending any return so that we can provide the correct return address and handling instructions.

For EU consumers exercising the statutory right of withdrawal, submitting a clear withdrawal notice is sufficient to exercise that right. Prior return authorization is not a condition of exercising the statutory withdrawal right.

Items sent without the correct return instructions or to an unauthorized address may experience processing delays, and the sender may be responsible for any resulting redelivery costs.

4. Return Shipping

Defect, transit damage, or wrong item — Hybrid Studio covers reasonable return shipping costs. Where available, a prepaid return label will be issued after approval.

Non-defective or change-of-mind return — return shipping is paid by the customer. Original outbound shipping is non-refundable, except where otherwise required by applicable law.

Customs duties, import VAT, brokerage charges, and reverse-logistics taxes generated by a non-defective return are the customer’s responsibility, except where otherwise required by applicable law.

After receiving the return address and instructions, the customer must:

Package the item securely in its original archive packaging.
Use a tracked return shipping service.
Reply with the return tracking number and proof of shipment.
Ship the item within 14 calendar days after receiving the return instructions, unless a different period is required by applicable law.

Hybrid Studio is not responsible for a non-defective return package that is lost or damaged while being shipped using the customer’s selected carrier.

If proof of shipment is not provided within the applicable return period, the return request may be closed. This does not limit any mandatory statutory withdrawal or consumer rights.

5. Items Not Eligible for Return

Returns may be refused, or the refund may be reduced where permitted by law, for any item that shows signs of:

Wear or use beyond what is reasonably necessary to inspect the item
Tarnish, oxidation change, or scratches caused by use, perfume, cosmetics, chlorinated water, sulfur, bleach, or improper storage
Damage caused by drop, impact, bending, pressure, or improper handling after delivery
Missing or materially damaged Species File card, archive sleeve, polishing cloth, or outer archive box
Any modification, repair, re-polish, or re-finish performed outside Hybrid Studio
Any condition that prevents the item from being returned to its original saleable state

The following categories are not eligible for voluntary return unless the item arrives damaged, defective, or incorrect:

Custom-made or clearly personalized products
Made-to-order specimens after production has started
Gift cards
Sticker and magnet sets (MS line) once the protective seal has been opened
Sealed hygiene-sensitive items once the protective seal has been opened, where permitted by applicable law
Items clearly marked “Final Sale” on the product page before purchase

Ready-to-ship Limited Edition releases, Archive editions, numbered single-batch pieces, and discounted items remain eligible under the 30-day return policy unless they fall within one of the exceptions above.

Any exclusion in this section applies only where permitted by applicable law.

6. Exchanges

We do not process direct exchanges.

To replace an item, request a return through the process above. Once the return has been approved, you may place a separate order for the new specimen.

Because many Hybrid Studio pieces are issued in limited quantities, we cannot guarantee that another specimen will remain available while a return is being processed.

7. European Union · 14-Day Cooling-Off Period

If an eligible order is delivered to a consumer in the European Union, the customer has the statutory right to withdraw from the online purchase within 14 calendar days after receiving the goods, without providing a reason.

To exercise this right, the customer must send a clear withdrawal notice to support@hybridxlab.com within the 14-day cooling-off period.

After notifying us of the withdrawal, the customer must send the goods back without undue delay and no later than 14 calendar days from the date the withdrawal notice was submitted.

For an EU cooling-off return:

The item may be inspected only to the extent reasonably necessary to establish its nature, characteristics, and functioning.
The Species File card, archive sleeve, polishing cloth, and outer archive box should be returned with the item.
The customer is responsible for the direct cost of return shipping unless Hybrid Studio agrees to cover it or applicable law requires otherwise.
The customer must use a tracked return service and provide proof of shipment.
Hybrid Studio will refund the item price and the cost of the least expensive standard outbound delivery option offered at checkout.
Additional delivery costs resulting from an expedited or premium delivery method are not refundable.
Where permitted by law, the refund may be reduced to reflect a loss in value caused by handling beyond what would reasonably be permitted in a physical store.

We will issue the applicable refund within 14 days after receiving the withdrawal notice. However, we may withhold the refund until we have received the returned goods or the customer has provided evidence that the goods were sent back, whichever occurs first.

The EU cooling-off period does not apply to custom-made, clearly personalized, or other legally exempt products.

This section does not limit any other mandatory EU consumer rights relating to defective, damaged, or incorrectly supplied goods.

Where our voluntary 30-day return policy provides more favorable eligible terms than the statutory 14-day cooling-off period, the more favorable term will apply.

8. Refunds

Once a returned specimen has been received and inspected at our facility, we will notify you whether the refund has been approved.

If a confirmed quality issue cannot reasonably be repaired and returning the item is unnecessary or impractical, Hybrid Studio may issue a full refund without requiring the item to be returned.

If an optional partial refund or store credit is offered and accepted by the customer, the agreed resolution settles the reported issue and closes that return request.

For returns outside the EU statutory cooling-off process, an approved refund will be issued to the original payment method within 10 business days after inspection.

Your bank or card issuer may require additional processing time.

Original outbound shipping is not refunded for non-defective returns, except for eligible EU cooling-off returns or where otherwise required by applicable law.

Original outbound shipping will be refunded where the return is caused by a defect, transit damage, a wrong item, or an error by Hybrid Studio, unless another resolution has been agreed.

Where permitted by applicable law, we may reduce a refund to reflect a loss in value caused by unnecessary handling, wear, damage, missing components, or missing archive packaging.

If a returned item does not meet the eligibility conditions in this policy, we may refuse or reduce the refund where permitted by law and will contact the customer with the inspection result.

If 15 business days have passed since your refund was approved and you have not received the funds, please contact support@hybridxlab.com.

9. Order Cancellation

Orders may be canceled only before shipment.

Once your order has been dispatched and a tracking number has been issued, cancellation as an unshipped order is no longer possible. After delivery, an eligible item may be returned under the applicable return process described above.

Custom and made-to-order specimens may enter casting within 24 hours of order confirmation. Cancellation may not be possible after production has started, except where otherwise required by applicable law.

We will make reasonable efforts to process cancellation requests, but cancellation cannot be guaranteed after an order has entered production or fulfillment.

10. Contact

For all return, refund, damage, cancellation, or warranty questions:

Email — support@hybridxlab.com

Subject line — Please include your order number and specimen code (e.g. RETURN · #1042 · XH-001-C01).

Every hybrid is an original. Please treat it as such.