Refund Policy

Last updated: July 9, 2026

We want you to be happy with everything you create and order on StrataMake. This page explains exactly when refunds apply for credits, digital downloads, printed items, handcrafted orders, and commissions.

1. Overview

This policy explains when and how refunds are issued for purchases on StrataMake. It supplements our Terms of Service; if anything here conflicts with the Terms, this policy governs refunds. All refunds are issued to the original payment method through Stripe and typically appear within 5–10 business days of approval.

2. AI Generation Credits

If an AI generation fails on our side, the credits for that generation are automatically returned to your balance — no action needed. Cancelling a generation that is still queued costs nothing. Once processing has begun, the underlying AI computation has already been purchased on your behalf, so cancelling an in-progress generation does not return its credits. Refunds of purchased credit balances to your payment method are handled case-by-case: contact support within 14 days of purchase with unused credits and we will make it right. Credits already spent on completed generations are not refundable.

3. Digital Downloads

Digital products (3D model files and other downloads) can be refunded any time before you download the file. Once a file has been downloaded, the purchase is non-refundable except where the file is materially defective or misdescribed — in that case contact support within 14 days and we will replace the file or refund the purchase.

4. 3D Printed Items

Printed items are made to order, so we can't accept change-of-mind returns once production has started. You can cancel for a full refund any time before production begins — check your order status or contact support. If your item arrives damaged, defective, or materially different from what you ordered, contact support within 14 days of delivery with photos and we will reprint it or issue a full refund, whichever you prefer.

5. Handcrafted Orders (Plush, Woodwork, Metalwork)

Handcrafted orders are matched to a qualified maker after purchase. Our promise: if we can't match your order to a maker within 7 days of payment, you receive a full refund automatically — no action needed on your part. After a maker is matched and work begins, the printed-item rules above apply: no change-of-mind cancellation, but full reprint-or-refund coverage for damaged, defective, or misdescribed items reported within 14 days of delivery.

6. Commissions and Custom Build Requests

Commission payments are captured when you accept a maker's quote. Before work begins you may cancel for a full refund. Once work is underway, cancellations and partial refunds are handled case-by-case between you, the maker, and StrataMake support — we will always mediate in good faith. If a maker fails to deliver, you receive a full refund.

7. Orders Refused for Policy Reasons

If we refuse or cancel an order because it violates our content policies (for example, third-party intellectual property we can't verify rights for — see Terms §8), you receive a full refund of that order.

8. Subscriptions

When paid subscription plans launch, you will be able to cancel any time; cancellation stops future billing and your plan benefits continue through the end of the paid period. Partial-month refunds are not issued except where required by law.

9. How to Request a Refund

Contact us through the support page (stratamake.com/support) or email [email protected] with your order number and a description of the issue. For damaged or defective physical items, include photos. We respond to refund requests within 2 business days.

Questions? Contact us at [email protected]

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