Refund policy

Return & Refund Policy

Every Hybrid Studio piece is issued as a numbered, hand-cast specimen and shipped with its individual Species File card. Each release leaves our archive permanently once dispatched. For this reason, our returns policy is intentionally narrow. Please read it carefully before purchasing.

1. What We Accept

We accept returns only in the following cases:

The item arrived defective (casting fault, broken finding, missing component listed on the Species File).
The item was damaged in transit and reported within the inspection window below.
We shipped the wrong item or wrong specimen code.

We do not accept returns for change of mind, sizing preference, gift recipient preference, or stylistic dissatisfaction. Every product page shows full dimensions, materials, finish, and macro photography prior to checkout.

2. Inspection Window · 72 Hours

You must inspect your order within 72 hours of delivery and report any defect, transit damage, or wrong-item issue to support@hybridxlab.com within that window.

Claims submitted after 72 hours of delivery will not be accepted.

3. How to Request a Return

To request a return, email support@hybridxlab.com with all of the following:

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

All return requests must be approved in writing before the item is shipped back. The return address will be issued upon approval. Items returned without prior authorization will be refused at our facility and not refunded.

4. Return Shipping

Defect, transit damage, or wrong item — Hybrid Studio covers return shipping. A pre-paid label will be issued on approval.
All other approved returns (including EU cooling-off) — return shipping is paid by the customer. Original outbound shipping is non-refundable.
Customs duties, import VAT, and any reverse-logistics taxes generated by the return are the customer's responsibility.

5. Items Not Eligible for Return

Returns will be refused for any item that shows signs of:

Wear or skin contact (earrings worn, pendants chained, fingerprints on the polished surfaces)
Tarnish, oxidation change, or scratches caused by use, contact with perfume, chlorinated water, sulfur, bleach, or improper storage
Damage caused by drop, impact, bending, or improper handling after delivery
Missing or damaged Species File card, archive sleeve, or outer archive box
Any modification, re-polish, or re-finish performed outside Hybrid Studio

Final-sale categories (non-returnable under any circumstances except defect):

Limited Edition releases
Archive editions and numbered single-batch pieces
Made-to-order specimens
Sale items, gift cards, and promotional bundles
Sticker and magnet sets (MS line) once the seal is broken

6. Exchanges

We do not process direct exchanges. To replace an item, request a return through the process above; once the return is approved and inspected, place a separate order for the new specimen.

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

If your order is shipped to a country within the European Union, you have the right to cancel the purchase within 14 days of delivery for any reason and without justification.

To qualify under the EU cooling-off period:

The item must be unworn and unused.
The Species File card, archive sleeve, polishing cloth, and outer black archive box must all be returned, intact and unmarked.
The cooling-off period does not apply to custom, made-to-order, numbered Archive editions, or sealed sticker/magnet sets, in line with Article 16 of EU Directive 2011/83/EU.

Return shipping for non-defective EU cooling-off returns is paid by the customer.

8. Refunds

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

If approved, the refund will be issued to your original payment method within 10 business days.
Your bank or card issuer may require additional processing time.
Original outbound shipping is not refunded, except where the return is caused by defect, transit damage, or our shipping error.
We reserve the right to refuse a refund, or to issue a partial refund, if the returned item or its archive packaging arrives in a condition that does not meet the criteria above.

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 issued, cancellation is no longer possible and the order must follow the return process above.

Custom and made-to-order specimens enter casting within 24 hours of order confirmation; cancellation may not be possible after that window.