Refund policy

We have a 30-day return policy for the IRTrackStar, which means you have 30 days after receiving the IRTrackStar to request a return. Issues that arise beyond 30 days will be evaluated on a case by case basis.

To be eligible for a return, your item must be in the same condition that you received it, unworn, and in its original packaging.

To start a return, you can contact us using the Contact US page. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We may refuse claims of shipping damage if you contact us after 3 days of order delivery.

Exceptions / non-returnable items
Due to its bespoke built to order nature, and the high cost of the materials, returns are not accepted for the IRCam Deco.

Exchanges
Exchanges are not allowed. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If the return is not accepted the item will be shipped back to you. An example of a reason for an unaccepted return is, but not limited to, returning an item that is not in its original condition. Again, if an item is damaged in shipping, we must be notified within 3 days of the order being delivered.

Cancellations

We accept cancellations on the IRTrackStar up to the day that the order ships. If your order has already shipped you will need to wait until it arrives, at which point we can process a return. Once we receive the item back, you will be refunded. We reserve the right to withhold up to 15% of your order total as a restocking fee. This is extremely rare, and only used in cases of abuse or exceptional situations.

We do not accept cancelations at this time for the IRCam Deco. Due to its bespoke built to order nature, and the high cost of the materials, the bulk of your order is spent on materials and those material orders are placed at the time your order is received to ensure the lowest possible lead times. Please only place an order for the IRCam Deco if you're sure you want it.