Refund policy
We want you to love your ProtoFrenz build. Because nearly everything we make is built to order and often personalized, our return policy is a little different from a typical off-the-shelf shop — please read before you buy.
Custom & made-to-order items
Heads, visors, configured builds, and anything with custom artwork (including cheek art) are made specifically for you, so they can't be returned for a change of mind once production has begun. This is standard for custom work and lets us keep prices fair.
This does not affect your rights if something is wrong with the item — see below.
If your item is defective or arrives damaged
Every build is covered by our 90-day warranty on the whole product (not just the electronics). If your item:
- arrives damaged,
- has a manufacturing defect, or
- stops working as intended within the warranty period,
contact us within 7 days of delivery (for shipping damage) or any time within the warranty window (for defects) through the service request form, with photos or a short video. We'll repair it, replace it, or work out a fair resolution at no cost to you. Please don't ship anything back until we confirm instructions.
Non-customized, in-stock accessories
Standard, non-personalized accessories that ship from stock (cables, stickers, and similar) may be returned within 30 days if they're unused and in original condition. Buyer covers return shipping unless the item was defective or we made an error.
What isn't eligible
- Custom or personalized items (unless defective or damaged)
- Items showing use, wear, or modification
- Requests made outside the windows above
Refunds
Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item (or of approving a claim that doesn't require a return). Original shipping is non-refundable except where we made an error or the item was defective.
We'd rather fix it than lose you
If something isn't right, tell us — most issues are faster and better solved with a repair, replacement, or partial adjustment than a full return of a one-of-a-kind item. Start with the service request form and we'll reply within 1–2 business days.
Cancellations & changes
Because your build starts as soon as your order comes in, cancellation timing matters. Here's how it works.
Cancelling an order
- Within 48 hours of ordering — or any time before we've started sourcing parts and building, whichever comes first — you can cancel for a full refund. Just reach out.
- Once we've begun production (parts pulled, printing started, electronics prepped), a full refund usually isn't possible because materials and labor are already committed. Depending on how far along we are, we'll offer a partial refund for the portion not yet built, or store credit — whichever works better for you.
- Deposits on heavily customized commissions (where noted at purchase) may be non-refundable once work begins. We'll always tell you up front if that applies.
Changing an order
Need to tweak a color, display, fin, or option? Contact us as soon as possible. If your build hasn't entered production yet, we can almost always make the change. Once it's in production, some changes may not be possible or may affect price or timeline — we'll let you know your options.
How to cancel or change
Message us through the service request form (choose "General Support") with your order number. We reply within 1–2 business days, and we'll confirm your order's production status so you know exactly where things stand.
A note on made-to-order
Every ProtoFrenz head is built fresh for its owner — that's what makes it yours. This policy simply reflects that we commit real materials and hand-labor to your specific build early in the process. We'll always aim for the fairest outcome.