Widerrufsrecht

Refund & Returns Policy

Last updated: 28 April 2026

This policy applies only to purchases made directly from store.octagonstudio.com. For purchases made via Amazon, Etsy, eBay or any other marketplace, please follow that platform's returns process directly with them.

1. Activation Codes and Digital Content

Each Octagon Studio product contains a unique activation code that unlocks digital content (3D models, animations, audio, AR scenes and VR experiences) in our companion app. By placing an order, you consent to the supply of this digital content immediately upon code activation, and you acknowledge that doing so means you lose your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because the physical cards function as the access mechanism for the digital content, once a pack has been activated by scanning the cards or entering the code in the app, the product is no longer eligible for refund or return.

This does not affect your statutory rights in respect of faulty or misdescribed goods (see Section 4).

2. 14-Day Cancellation Right (Unactivated Items Only)

If you change your mind, you may cancel within 14 days of receiving your order, provided that:

- The activation code has not been used or revealed
- The product is in its original sealed packaging
- The product is in unused, resaleable condition

To cancel, email info@octagonstudio.com within 14 days of delivery with your order number. You then have a further 14 days to return the item to us. Return shipping is at your cost, and we recommend using a tracked service as we cannot refund items lost in transit.

Once we receive and inspect the returned item, we will refund the purchase price (excluding original shipping) within 14 days. We may deduct from your refund an amount reflecting any diminished value if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

3. Non-Refundable Items

The following are not eligible for refund:

- Products with activated digital content (see Section 1)
- Products with broken seals, opened blister packs, or visible signs of use
- Digital downloads, in-app purchases, and app content
- Promotional items, free gifts, and bundle bonus items where the main product is retained

4. Faulty, Damaged, or Misdescribed Items

Your statutory rights under the Consumer Rights Act 2015 are unaffected by this policy. If your product arrives faulty, damaged, or significantly different from how it was described:

- Contact us at info@octagonstudio.com within 30 days of delivery with photos and a description of the issue
- We will arrange a replacement, repair, or refund at no cost to you, including reasonable return shipping where applicable
- After 30 days but within 6 months, we will repair or replace the item; if neither is possible, we will provide a refund

Please note that the AR functionality in our app requires the camera to remain pointed at the activation card, with adequate lighting and a flat surface. This is a fundamental property of marker-based augmented reality and is not a fault. Our app also includes Photo Booth and VR modes which do not require continuous card visibility.

5. Returns Process

To request a return under Section 2 or report a fault under Section 4:

1. Email info@octagonstudio.com with your order number and the reason for return
2. Wait for our response with return instructions before sending anything back
3. Items returned without prior authorisation may be refused

Approved refunds are processed within 14 days of us receiving the returned item, to the original payment method.

6. Exchanges

Exchanges are handled on a case-by-case basis and subject to stock availability. Contact us to discuss.

7. Late or Missing Refunds

Refunds typically appear within 5 to 10 working days of being processed, depending on your bank or card issuer. If you have not received your refund within 10 working days of our confirmation, please check with your payment provider first, then contact us.

8. Contact

Octagon Studio
Email: info@octagonstudio.com