Refund policy

Refund & Return Policy

All products sold by The Proxy Lab are custom-made to order and personalized to each customer's specifications. As such, we do not accept returns or exchanges under any circumstances.

Cancellations

You may cancel your order at any time before it is fulfilled and shipped. Fulfillment typically takes up to one week from the date of purchase. To request a cancellation, log in to your customer account and submit a cancellation request, or contact us at service@theproxylab.com.

Damaged or Lost Items

Please inspect your order upon reception. If your item arrives damaged, contact us immediately at service@theproxylab.com. We will work with the shipping provider to open an inquiry on your behalf. The same applies for delayed or lost items. Damage claims require video proof of the damage — photos alone will not be accepted. We reserve the right to decline claims that cannot be verified through video evidence.

Exchanges

We do not offer exchanges.

European Union — Custom & Personalized Goods

Our products are custom-made to your personal specifications and are therefore exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU. However, you retain the right to cancel your order before it is fulfilled. To request a cancellation, please use your customer account or contact us directly.

Refunds

No refunds will be issued except in cases where a damage claim has been reviewed and approved following our damage inquiry process. Approved refunds will be returned to your original payment method within 10 business days.

For any questions, contact us at service@theproxylab.com.