Refund & Return policy

Refund & Return policy

At RailSpirit, we strive to ensure that each order meets the expectations set at the time of purchase. Because most of our products are made-to-order and customized per request, our return and refund process follows a specific structure outlined below.

Made-to-Order Items

The majority of RailSpirit products are custom-made. This means:

  • Production starts only after your order and payment are confirmed

  • Items are crafted based on your selected preferences and personalizations

  • Orders are fulfilled individually, not from pre-made stock

Due to this nature, our return policy differs from standard retail items.

Return Eligibility

Returns are accepted in the following cases:

  • The product arrives damaged or defective

  • You receive the wrong item, size, or design

We do not accept returns for:

  • Customized or personalized items that are not defective

  • Items that have been worn, washed, used, or altered

  • Return requests submitted more than 30 days after delivery

Return Window

  • Return requests must be made within 30 days from the date of delivery

  • After this period, all sales are considered final

Return Conditions

To qualify for a return, the item must be:

  • Unworn and unwashed, in original condition

  • Packaged with all original tags and accessories

  • Accompanied by proof of purchase (e.g., order number)

Resolution Process

If your item is damaged or defective:

  • You may request a replacement at no additional cost

  • Alternatively, you may opt for a full refund

If you received an incorrect item:

  • We will send the correct item

  • Or issue a refund if a replacement is not required

For minor issues:

  • A partial refund, discount, or store credit may be offered

How to Request a Return

Step 1: Contact Us
Email cs@railspirit.com within 30 days of delivery. Include:

  • Your order number

  • Photos or videos clearly showing the issue (if applicable)

  • A brief description of the problem

Step 2: Review & Response
We’ll respond within 2–5 business days to confirm next steps.

Step 3: Return Shipping

  • For damaged, defective or incorrect items, return shipping is covered by us

  • For other approved returns, the customer covers return shipping

Step 4: Refund Processing

  • Refunds are processed to the original payment method

  • Please allow 5–10 business days from receipt of the return for processing

Cancellations

  • You may cancel an order within 24 hours of placement for a full refund

  • After 24 hours, production may have started and cancellation is no longer guaranteed

Exchanges

We do not offer direct exchanges. If needed, please follow the return process above and place a new order.

Exceptions & Special Cases

If you experience an issue not covered by this policy, please contact us directly. We’ll review it and provide a fair resolution where appropriate.

Limited Warranty

All items are covered under a 30-day limited warranty against manufacturing defects. This warranty does not cover:

  • Normal wear and tear

  • Damage from improper use or care

  • Modifications made after delivery

Contact Information

📧 Email: cs@railspirit.com
📞 Phone: +1(254) 876-6879
📅 Last Updated: May 25, 2025