Made to order, so returns work differently
Every Apollo Lamp is printed and assembled specifically for the design you created — we don’t keep stock, and a finished lamp can’t be restocked or resold to anyone else. For that reason we don’t offer general “changed my mind” returns once a lamp has been made. Instead, this policy gives you two clear protections: a cancellation window for a full refund before we make your lamp, and a guarantee against damaged or defective items after it arrives.
The single most important thing: you can cancel for a full refund any time before your lamp goes into production, right from your order-status page.
Cancellation window — full refund
Because your lamp isn’t made until you order it, there’s a window after checkout during which you can cancel for a full refund — no questions asked. Go to the use the secure order-status link in your confirmation email, and use the cancel button. The window stays open until your lamp actually goes into production (onto the printer).
How the refund happens depends on where your order is when you cancel:
- Before your card is charged — when you order, your payment is only authorised (a temporary hold). If you cancel during this stage, nothing is ever charged: the hold is released and simply drops off your statement, usually within a few business days.
- After your card is charged — if the charge has already been captured, cancelling issues a full refund to your original payment method.
Once production has started, self-cancel closes and the order can no longer be cancelled. If something has changed and you’re past the window, send us a note from the order-status page or email support@apollolamps.com — we can’t promise anything once a lamp is on the printer, but we’ll always take a look.
After production: all sales final, except defects
Once your lamp is in production, all sales are final — with the important exceptions below for items that arrive damaged, are defective, or aren’t what you ordered. Those are always covered.
One more exception: if we can’t ship your order within 30 days of your purchase, we’ll let you know and you can cancel for a full refund, even if production has already started.
Damaged or defective lamps
If your lamp arrives damaged, or has a genuine manufacturing defect, email us within 7 days of delivery at support@apollolamps.com with your order ID and clear photos of the problem and the packaging. You can choose between:
- A free replacement, made to your same design
- A full refund, including original shipping
We’ll cover any return shipping in either case, with a prepaid label if we ask you to send the lamp back.
Wrong item received
If we shipped something other than what you ordered, let us know and we’ll make and send the correct lamp at no additional cost and arrange a free return of the one we sent by mistake.
What isn’t a defect
Because you design your lamp yourself and approve the live 3D preview before ordering, the following are not defects and aren’t grounds for a refund after production:
- Changing your mind about the shape, proportions, color, or size you chose
- The fine, even print layering that is characteristic of 3D-printed parts
- Slight, natural variation in color, translucency, or the wood grain of the milled disks from one lamp to the next
- Small differences between how a color looks on your screen and in person
These natural characteristics are described in our Terms of Sale. If you’re unsure how a design will turn out, email us before you order — we’re happy to help.
Exchanges
Because every lamp is made to order, we don’t offer direct exchanges. If you want a different design, the best path is to cancel within the window (if you still can) or simply place a new order for the lamp you want.
Refund timing
When a refund is due — a cancellation after capture, or an approved damaged/defective claim — we process it to your original payment method (the card via Stripe, or your PayPal account) right away. It’s usually instant on our end, and in any case within 10 business days. Your bank or card issuer may then take a little additional time to post the refund to your account — usually a few business days, sometimes up to a full statement cycle. Released authorisation holds (cancellations before your card is charged) typically drop off within a few business days, depending on your bank.
Contact
Questions about a cancellation, refund, or a damaged lamp: support@apollolamps.com
Grad School Alternative LLC (Apollo Lamps)
445 N Pine St, Orange, CA 92866