Refund Policy
We ship genuine, good quality products and we want every order to arrive right. This policy explains when we issue refunds. It is written to practice good habits and protect everyone: buyers, creators, and us.
When you are covered
We issue a refund in the following cases.
- Your order fails to ship. If we cannot produce and dispatch your order, we refund it in full.
- Provable damage or a printing defect. If your card arrives damaged, or the printing is defective, we refund or reprint it once the issue is verified.
Unboxing video requirement
For damage or printing claims, we ask for a single continuous unboxing video that shows the sealed package being opened and the affected card in clear view. This protects honest buyers and lets us verify the issue quickly and fairly. Please:
- start recording before the package is opened,
- keep it as one continuous, unedited clip,
- show the shipping label and the card defect or damage clearly.
Without an unboxing video we may be unable to verify a damage or printing claim, and the claim may not qualify for a refund.
How to request a refund
- Find your order using the order page and its order code.
- Contact us with the order code and, for damage or printing claims, the unboxing video.
- We review the claim and confirm a refund or a reprint, usually within a few business days.
What is not covered
Because each card is custom made to your design, the following are generally not eligible for a refund:
- mistakes in the artwork or text that you supplied and approved at checkout,
- changes of mind after production has started, since the card is already personalised,
- delivery delays caused by the carrier or by an incorrect shipping address you provided,
- damage caused by misuse, normal wear, or handling after delivery.
If something is wrong on our side, we will always make it right. Please double check your design, spelling, and shipping details before you pay.
How refunds are paid
Payments on openLN are made in Bitcoin over the Lightning Network. Approved refunds are returned in Bitcoin to a Lightning address or invoice you provide. Because the exchange rate moves, a refund is issued for the satoshi amount you paid for the affected items.
Creator royalties
Where a sale included a creator royalty and the order is refunded for a reason above, the refund is handled so that buyers are protected. If you are a creator and have a question about a refunded sale, contact us with the order code.
Contact
For refund requests, contact openLN via the contact points published on this site.