Refund policy

At Phantom Display, we stand behind the quality of our meticulously crafted products. We understand that issues may occasionally arise, and we strive to address them efficiently. Below is our comprehensive policy regarding returns, refunds, and replacements.

A Quick Note on Sizing and "Change of Mind" To ensure your display is a perfect fit, we highly encourage you to double-check all product dimensions and specifications before placing your order. If you realize you ordered the incorrect size or simply changed your mind, we are happy to accept your return within 14 days—provided the item's original shrink wrap remains completely sealed and unopened.

1. Return Eligibility & Timelines

To be eligible for a return, your request must fall into one of the following categories and be reported to support@phantomdisplay.com within the specified timeframes:

  • Change of Mind / Incorrect Size (14 Days): If you ordered the wrong size, wrong type, or simply changed your mind, we accept returns only if the product remains in its original, sealed shrink wrap. You must contact us within 14 days of delivery.

  • Defective Units (14 Days): If you discover a manufacturing defect, please report it within 14 days of delivery.

  • Transit Damage (3 Days): Please inspect your order immediately upon arrival. Any damage incurred during shipping must be reported within 3 days of delivery to facilitate carrier claims.

2. Handmade Characteristics

Due to the handmade nature of our production process, Phantom Display items are unique and not mass-produced.

  • Acceptable Cosmetic Variations: Minor, non-structural variations are inherent to handmade acrylics and casting materials. Very small specks, minor tool marks, or minimal air bubbles are not classified as defects, provided they do not impair structural integrity or intended function.

  • Definition of a Defect: A product is deemed defective only if it exhibits structural damage, significant functional impairment, or excessive, widespread cosmetic imperfections that visibly detract from its performance. Our team reserves the right to determine the threshold between acceptable handmade variation and a true defect.

3. Return Process & Shipping Costs

Do not ship items back without authorization. The return process is as follows:

  • Evaluation & RMA: Contact support (support@phantomdisplay.com) with your order number, a detailed description, and clear photos/videos of the issue.

  • Defective or Damaged Items: If the item is verified as defective or damaged in transit, Phantom Display will provide a prepaid return shipping label and cover the return costs.

  • Incorrect Size / "Change of Mind" Returns: The customer is solely responsible for return shipping costs. We highly recommend using a trackable shipping service.

4. Refund Processing & Exceptions

Once we receive and inspect the returned product, we will notify you of our decision. Approved refunds will be processed to the original payment method within 7–14 business days.

  • Shipping Deductions: Original shipping costs are non-refundable. For unopened returns where "Free Shipping" was originally applied, the actual cost of outbound shipping will be deducted from your total refund.

  • Replacements vs. Refunds: For defective or damaged units, Phantom Display reserves the right to provide a replacement or repair instead of a full refund, subject to inventory availability.

  • Exceptions: We do not accept returns for opened, non-defective items. Damage resulting from user misuse, neglect, accidents, or unauthorized modifications is strictly exempt from this policy.