Return and Refund Policy

Realm – Limited Drop Return & Support Policy

Effective Date: 1 April, 2026

By placing an order with Realm, you confirm that you have read, understood, and accepted the following policy.

Realm operates on a limited-drop model. Each item is produced in restricted quantities and may sell out permanently once a drop ends.

Because of this model, our return policy is designed to balance fairness, transparency, and quality assurance, while protecting the integrity of each drop.

1. Limited Drops & Final Sale

Products released as part of a limited drop are considered final sale once production begins.

Due to the nature of limited releases:

  • Items may sell out permanently
  • Restocks are not guaranteed
  • Returned items cannot always be resold
  • Size exchanges are not always possible

We strongly encourage customers to:

  • Review size guides carefully
  • Read product descriptions before purchasing
  • Check delivery details before placing an order
  • Contact us prior to ordering if unsure

Limited drops do not mean limited support. If something goes wrong on our side, we will make it right.

2. Errors or Defects Caused by Realm

If your order arrives with an issue caused by us, we will fully take responsibility.

This includes:

  • Incorrect item sent
  • Incorrect size sent
  • Wrong design or print
  • Manufacturing defects
  • Print defects
  • Confirmed quality control issues

How it works

  • Contact us by email before returning anything
  • Include your order number
  • Include clear photos of the issue
  • Do not send items back without approval

Resolution options

Depending on the issue and stock availability, we may offer:

  • Replacement, if units remain available
  • Store credit
  • Refund

For sold-out items, refunds or store credit will be provided where appropriate.

3. Damaged Packages, Damaged Items & Delivery Issues

We stand behind the quality of our products and will review genuine damage or delivery-related issues carefully.

If your package arrives visibly damaged, opened, torn, crushed, wet, or otherwise affected during delivery, please contact us as soon as possible.

If the package was received damaged, please send us clear photos of the package while it is still unopened. This helps us verify the condition of the parcel before it was opened and allows us to properly review the issue with our fulfillment or shipping partners.

Please include:

  • Your order number
  • Clear photos of the unopened damaged package
  • Clear photos of the shipping label
  • Clear photos of the damaged item, if the item inside is also affected
  • A short explanation of the issue

Under no circumstances should damaged items or damaged packages be returned without contacting us first.

We cannot approve a replacement, refund, or store credit for damaged items without clear photographic evidence of the original package and/or item received.

This policy does not cover:

  • Normal wear and tear
  • Damage caused by improper use
  • Damage caused by incorrect washing or care
  • Accidental damage after delivery
  • Change of mind
  • Issues reported without sufficient evidence

4. Sizing & Fit Policy

Customer sizing

Due to the limited nature of our drops:

  • Size exchanges are not guaranteed
  • Returns for incorrect size selection are not guaranteed
  • Items may no longer be available once a drop ends

Please ensure you consult the size guide before placing an order.

Brand sizing errors

If a sizing issue is caused by an error on our side, such as mislabeling, incorrect size sent, or a manufacturing defect, we will cover the resolution where appropriate.

5. Order Changes & Cancellations

Once an order enters production or fulfillment:

  • It cannot be canceled
  • It cannot be modified
  • It cannot be refunded

This ensures fairness across all participants in a limited drop.

If you made a mistake in your order details, please contact us as soon as possible. While we cannot guarantee changes, we will review the request if the order has not yet entered production or fulfillment.

6. Consumer Rights

Nothing in this policy affects your legal rights regarding defective, incorrect, or non-conforming products.

Where an item is made-to-order, produced specifically after purchase, clearly personalised, limited in production, or otherwise falls under an applicable legal exception, cancellation or withdrawal rights may not apply once production has begun.

If you believe your order qualifies for a legal return or cancellation right, please contact us before taking action so we can review the situation properly.

7. International Returns

At this time, we are unable to offer standard worldwide returns or exchanges.

Because Realm operates through limited drops and many items may sell out permanently, we cannot guarantee international return or exchange availability.

However, customers are welcome to join our Discord community and use the trading channel to inquire about buying, selling, or trading Realm items with other community members.

Please note that trades, sales, or exchanges made between community members are handled independently between those members. Realm is not responsible for private transactions arranged outside our official store.

8. Approved Return Conditions

Where a return has been approved by our support team, items must be returned in the condition received unless the return relates to a confirmed defect or error.

Approved returns should include:

  • The original item
  • Original packaging where possible
  • Order number or proof of purchase
  • Any photos or evidence requested by our support team

Items returned without approval, without the required information, or in a condition that prevents review may be refused.

9. Review & Resolution Timing

Once your issue has been submitted with all required information, please allow our support team time to review your request.

If a return, replacement, refund, or store credit is approved, processing times may vary depending on the issue, stock availability, warehouse handling, and payment provider processing times.

Where a refund or store credit is approved, we will aim to process it as soon as reasonably possible after the return or issue has been reviewed.

If additional information is required, the review process may take longer until the requested information is provided.

10. Refunds & Store Credit

Refunds, replacements, or store credit are only provided where approved by Realm support.

If a refund is approved, it will usually be processed back to the original payment method.

If store credit is approved, it will be issued in a form determined by Realm.

If the original item was purchased using a gift card, discount code, store credit, or promotional credit, the approved refund or credit may be adjusted accordingly.

11. Shipping Charges

Original shipping charges are non-refundable unless the issue was caused by an error on our side.

If an approved resolution requires a return, replacement, or additional shipment due to a confirmed Realm error or product defect, we will explain the available options by email.

Customers should not send items back without approval, as unauthorized return shipping costs will not be reimbursed.

12. Unauthorized Returns

Returns sent without prior approval may be refused and returned to the sender at their expense.

Please contact us first so we can assist you properly.

Realm is not responsible for unauthorized returns, lost return parcels, or items sent to an incorrect address without support approval.

13. Repeated Claims or Policy Abuse

We aim to support customers fairly and quickly when genuine issues occur.

However, repeated claims, suspected misuse of the support process, chargeback abuse, false damage claims, or returns that breach this policy may result in refused future orders, limited support options, or additional verification requirements.

14. Items Purchased Outside Realm

Realm is not responsible for items purchased, traded, or resold outside our official website.

If you buy, sell, or trade Realm items through Discord, social media, resale platforms, or private transactions, those transactions are handled at your own risk.

We can only provide order support for purchases made directly through our official store.

15. Contact

For any issue, contact us before taking action:

Please include your order number, the email used at checkout, and any relevant photos or details so we can review your request properly.