Refund policy

Last updated: September 17, 2026

Deep Planet merchandise is made to order. If something is wrong with your order, contact info@deepplanet.tv. We handle customer support and refunds directly.

Damaged, defective, misprinted or incorrect items

Email us within 30 days of delivery with your order number, a description of the issue and clear photos of the affected item. Please contact us as soon as you notice a problem so we can investigate promptly. If photos are not possible, let us know so we can discuss other evidence.

Once we verify the problem, we will arrange a replacement at no additional cost or a refund for the affected item, including applicable tax and shipping charges attributable to that item. You will not pay return shipping or a restocking fee for an item that arrived damaged, defective, misprinted or incorrect.

Size, color and change-of-mind requests

We do not offer voluntary returns or exchanges because you changed your mind or selected the wrong size or color. Please check the product details and size guide before ordering. If we send a different size, color or item from the one you ordered, contact us under the section above. These limits do not override any rights you have under applicable consumer law.

Orders that have not arrived

If your order is past its estimated delivery date, email us promptly and within 30 days of that date. We will investigate with our fulfillment partner and the carrier. For confirmed loss in transit, we will arrange a replacement at no additional cost or a refund for the affected items and their applicable tax and shipping charges.

If tracking says delivered but you cannot find the package, check the delivery location, household members and carrier, then contact us. A delivery scan does not automatically qualify a claim for a replacement or refund; we will review the available evidence and your applicable legal rights.

Incorrect addresses and unclaimed packages

Check your shipping address before placing an order. If a package is returned because the address you provided was incomplete or incorrect, or because it was unclaimed, additional shipping costs may apply. We will explain any available options and costs before arranging reshipment. Contact us promptly: returned packages cannot be held indefinitely.

Before sending anything back

Contact us first for instructions. Most verified quality issues can be resolved without returning the item. If a return is needed, we will provide the correct destination and shipping instructions. Do not use the address on the parcel as an automatic return authorization.

Cancellations and changes

Email us immediately if you need to change or cancel an order. Production can begin quickly, so we cannot guarantee a change or cancellation. If we confirm cancellation before production begins, we will refund the canceled items and any related unincurred shipping charges. Once production has begun, voluntary cancellation is generally unavailable. This does not limit statutory cancellation or refund rights.

How refunds are paid

We will email you when your refund is approved and initiated. Refunds are issued through our store to your original payment method. Your bank or payment provider controls when the credit appears in your account. If you have not received an approved refund within 10 business days of our confirmation, contact us at info@deepplanet.tv.

Your legal rights

This policy does not exclude or limit mandatory consumer rights, including rights relating to faulty or misdescribed goods and any applicable cancellation rights. The reporting periods above do not shorten a longer period provided by law. An item being made to order does not by itself remove those rights.