Refund & Cancellation Policy
Effective Date: June 21, 2026
At Stellar Lab, each light sculpture, milestone display, and wood engraving is hand-finished and individually customized to order. Because of the personalized nature of our products, our refund and cancellation terms are outlined below.
1. Order Cancellation Policy
You can request to cancel your order and receive a full refund within **12 hours** of placing it, as long as production has not started. Once our workshop begins hand-finishing, cutting, or laser-engraving your personalized design (typically 12–24 hours after order placement), **cancellations cannot be accepted**, and payments are non-refundable.
2. Returns & Refunds for Custom/Personalized Items
Custom-made items (e.g. lamps with custom text engraving, milestone medal displays containing specific names or logos, custom family trees) **are not eligible for returns, refunds, or exchanges** due to a change of mind, incorrect spelling submitted by the customer, or subjective color preferences. All custom sales are final.
3. Damaged or Defective Items (Free Replacement Guarantee)
We take utmost care in packaging our custom wood and metal sculptures securely. However, if your order arrives damaged during shipping, or if there is a functional defect in the electrical/LED assembly, we offer a **free replacement**.
To claim a replacement, please notify us within **48 hours** of receiving delivery:
- Email us at team@stellarlab.in.
- Include your **Order ID** (e.g.
ORD-xxxxxx). - Attach clear **photos or a short video** showing the damaged product and its packaging.
Upon verification, we will hand-finish and ship a fresh replacement to you at no extra cost within 5 business days.
4. Standard (Non-Custom) Items
For standard non-personalized products (if any), you may request a return within **7 days** of delivery. The item must be in its original packaging, unused, and in the same condition you received it. Return shipping costs in this case will be borne by the customer.
5. Processing of Refunds
Once a refund is approved by our support team, the credit will be processed and automatically applied to your original payment method (via UPI or credit card through Razorpay) within **5 to 7 business days**.
6. Contact Details
For any questions, returns, or replacement requests, please reach out to our workshop:
- Atelier Support: team@stellarlab.in
- Studio Consultation: studio@stellarlab.in