Returns, Replacements & Refunds Policy

Last updated: October 8, 2026

Because most of our products are made to order, we take care that what you receive matches the description, photos and specifications at the time of purchase. Please review product details carefully before ordering, and ask us anything beforehand. We're happy to help.

All sales are final

Unless a product page says otherwise, all sales are final. We don't accept returns or exchanges for a change of mind, ordering the wrong item, or personal preference after delivery. Once an order is placed, production begins and materials and labor are committed to that order. This also applies to ready-made and resale items, unless they are damaged or defective.

Damaged or defective items: we'll make it right

• If your item arrives damaged or defective, contact us within 7 days of delivery at support@thegizmogrotto.com or (915) 757-1530 with your order number.
• We may ask for clear photos of the item and the packaging so we can assess the problem and, if needed, file a carrier claim. We handle carrier claims so you don't have to.
• For verified shipping damage or manufacturing defects, we'll replace the item at no cost to you, including shipping. If a replacement isn't possible, we'll refund you to your original payment method.
• If we need the damaged item back, we'll send you a prepaid return label.

Not eligible for return or replacement

• Minor variations inherent to 3D printing and manufacturing (layer lines, slight color or finish differences)
• Normal cosmetic differences that don't affect function or intended use
• Damage from misuse, improper handling, heat or open flame, modification, or normal wear and tear
• Orders placed incorrectly by the customer (wrong item, size, color or quantity)

Order changes and cancellations

• You can cancel before production starts for a full refund. Contact us as soon as possible and we'll confirm whether work has started.
• Once production has started, the order can't be cancelled, because materials and labor are already committed to it.

Deposits and custom orders

• Some items and custom projects may be ordered with a 50% deposit. The remaining balance is due before the order ships or is released for pickup.
• If you cancel before design or production work starts, we'll refund your deposit in full. Once design or production work has begun, the deposit is non-refundable, because materials and labor are committed to your order.
• Custom and personalized items (for example custom designs, names, photos, lithophanes, light-switch covers and trophies) are made specifically for you. They can't be returned unless they're defective or don't match the specifications you approved.
• If a finished order with an unpaid balance isn't paid for or collected within 60 days of our "ready" notice, and we haven't been able to reach you, the order may be considered abandoned and the deposit applied to the materials and labor already spent.

How refunds are issued

• Approved refunds go back to the original payment method through our payment processor (Stripe). Banks typically take 5 to 10 business days to show the refund.
• Shipping charges are refunded only when the refund is the result of our error or a defect.

Our commitment

We stand behind our work. If there's ever a genuine issue with your order, we'll handle it fairly and professionally.