DarkBrain

RETURNS & FAQ

Last Updated: October 8, 2026

RETURNS, REFUNDS & CUSTOMER SUPPORT

We want you to be happy with your DarkBrain products.

The DarkBrain Shop is operated through Fourthwall, which acts as the Merchant of Record for product purchases and handles order processing, production, fulfilment, shipping, returns and refunds.

If you have a question or an issue with an order, please use the order-management or support options provided by Fourthwall with your order confirmation.

For faster support, please include your Order ID whenever possible.

1. CAN I CANCEL OR CHANGE MY ORDER?

If you need to cancel or change an order, please use the order-management link provided in your order confirmation as soon as possible.

Orders may be changed or cancelled before they enter production, where the available order-management options allow this.

Once an order has entered production, changes or cancellations may no longer be possible.

This does not affect any statutory cancellation or withdrawal rights that apply to your purchase.

2. CAN I RETURN A PRODUCT IF I CHANGED MY MIND?

If you are a consumer in the European Union, European Economic Area or United Kingdom, you may have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason.

For eligible physical goods, the withdrawal period generally begins when you or a person designated by you receives the goods.

The right of withdrawal applies to eligible standard products even when those products are produced on demand.

The fact that a product is made to order does not by itself remove the statutory right of withdrawal.

The withdrawal right does not apply to certain products that are made according to your individual specifications or are clearly personalised, such as products containing custom text, bespoke measurements or customer-uploaded images, where the applicable legal exception applies.

Outside the European Union, European Economic Area and United Kingdom, change-of-mind returns are generally subject to the applicable Fourthwall return policy and local law.

3. HOW DO I EXERCISE MY RIGHT OF WITHDRAWAL?

If you are entitled to a statutory right of withdrawal, please use the withdrawal or order-management functionality made available by Fourthwall for your order.

Fourthwall handles the applicable withdrawal and return process as Merchant of Record for purchases made through the DarkBrain Shop.

Where applicable law requires a specific electronic withdrawal function or process, the functionality and instructions provided by Fourthwall will apply.

Please follow the order-specific instructions provided with your purchase and keep your Order ID available.

Eligible goods generally must be returned without undue delay and within the applicable statutory timeframe, unless Fourthwall or applicable law provides otherwise.

4. WHO PAYS FOR THE RETURN SHIPPING?

Where you exercise a statutory right of withdrawal, you are generally responsible for the direct cost of returning the goods, unless Fourthwall has agreed to cover those costs or applicable law requires otherwise.

If the product is defective, damaged, incorrect or otherwise covered by a quality claim, return costs will generally be handled by Fourthwall in accordance with its applicable policies.

5. WHAT HAPPENS AFTER I RETURN AN ELIGIBLE PRODUCT?

If a valid statutory withdrawal applies, Fourthwall will process the refund in accordance with applicable law.

The refund may include the purchase price and the standard outbound delivery cost where required by law.

Additional costs resulting from choosing a more expensive delivery option than the standard delivery option may not be refundable.

Fourthwall may withhold the refund until the returned goods have been received or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by applicable law.

If the value of the goods has been reduced because they were handled more than was necessary to inspect their nature, characteristics and functioning, a corresponding deduction may be permitted where applicable law allows it.

6. WHAT IF MY PRODUCT IS DAMAGED OR DEFECTIVE?

If your product arrives damaged, defective or with a significant printing or manufacturing issue, please contact Fourthwall through the support process provided with your order.

For the fastest resolution, please provide:

• your Order ID;
• clear photographs of the affected product;
• clear photographs showing the defect or damage; and
• a short description of the issue.

Where possible, take photographs of the product on a flat, well-lit surface and make sure the relevant defect or damaged area is clearly visible.

Fourthwall will review defective or damaged products in accordance with its current support policies and applicable consumer law.

Any Fourthwall support period does not limit mandatory statutory warranty or consumer rights that may apply under applicable law.

7. WHAT IF I RECEIVED THE WRONG PRODUCT?

If you received a different product, size, colour or quantity from what you ordered, please contact Fourthwall as soon as possible.

Include your Order ID and clear photographs of the product and the packaging where possible.

Fourthwall will review the order and determine the appropriate resolution in accordance with its applicable policies and consumer law.

8. CAN I RETURN SOMETHING BECAUSE I ORDERED THE WRONG SIZE?

If you are located in the European Union, European Economic Area or United Kingdom, a standard non-personalised product may be eligible for the statutory 14-day right of withdrawal even if you selected the wrong size.

If the statutory withdrawal right does not apply, a change of mind, preference for another size or ordering the wrong size is generally not treated as a product defect.

Please always check the product size information and measurements before ordering.

9. WHAT IF I JUST DON'T LIKE THE PRODUCT?

For customers who have a statutory right of withdrawal, an eligible standard product may generally be returned within the applicable withdrawal period without giving a reason.

Outside jurisdictions where such a statutory right applies, non-defective products are generally not returnable solely because you changed your mind or no longer want the product, unless Fourthwall's applicable return policy provides otherwise.

10. ARE MADE-TO-ORDER PRODUCTS RETURNABLE?

Many DarkBrain products are produced on demand.

Made-to-order production does not automatically exclude a product from statutory withdrawal rights.

However, products that are genuinely personalised or made according to the customer's individual specifications may be excluded from the statutory right of withdrawal where the applicable legal exception applies.

A standard DarkBrain product that is simply produced after an order is placed should not automatically be treated as personalised.

11. WHAT IF MY PRODUCT HAS A PRINTING ERROR?

If there is a visible printing error or manufacturing defect, please contact Fourthwall with your Order ID and clear photographs of the issue.

Fourthwall will review the issue and may provide a replacement, refund or another appropriate resolution in accordance with its applicable policies and legal obligations.

12. WHAT IF MY PACKAGE NEVER ARRIVES?

If your order has not arrived within the expected delivery timeframe, first check the tracking information provided in your shipping confirmation.

If the package appears to be lost, delayed or otherwise affected by a delivery problem, contact Fourthwall through the support process associated with your order.

Please provide your Order ID and tracking information where available.

13. WHAT IF MY SHIPPING ADDRESS WAS INCORRECT?

Please check your shipping information carefully before completing your order.

If you notice an error after placing an order, use the order-management functionality in your confirmation email as soon as possible.

If the order has already entered production or shipping, changing the address may no longer be possible.

Additional shipping or reshipping costs resulting from incorrect or incomplete information provided by the customer may apply where permitted by law.

14. INTERNATIONAL ORDERS

Orders shipped internationally may be subject to customs duties, import taxes or other charges imposed by the destination country.

Any applicable customs duties, import taxes or similar charges are generally the responsibility of the customer unless otherwise stated at checkout or required by applicable law.

Customs rules vary between countries.

For questions about customs charges, please contact the relevant customs authority in your country.

15. HOW LONG DO REFUNDS TAKE?

Once Fourthwall has approved a refund, the time until the funds appear in your account may depend on the payment method and the relevant payment provider or bank.

Refunds are normally returned to the original payment method where possible.

Please allow the applicable payment-processing time after Fourthwall confirms that the refund has been issued.

16. CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE OR COLOUR?

Exchanges are not guaranteed.

If an item is eligible for a statutory withdrawal, you may generally return the eligible item and place a new order for the desired size or colour.

For defective or incorrectly fulfilled products, Fourthwall may provide a replacement or another appropriate resolution.

17. WHAT ABOUT STATUTORY CONSUMER RIGHTS?

Nothing in this Returns & FAQ page is intended to limit or exclude any mandatory consumer rights.

This includes applicable statutory rights relating to withdrawal, conformity, defects, warranties, refunds and remedies.

If applicable law provides you with rights that are more favourable than the standard policies described here, those rights remain unaffected.

18. WHO HANDLES RETURNS AND REFUNDS?

Fourthwall acts as the Merchant of Record for purchases made through the DarkBrain Shop.

Fourthwall handles the applicable order processing, production, fulfilment, shipping, returns and refunds.

Fourthwall may determine the appropriate return, refund, replacement or withdrawal process in accordance with applicable law and its current policies.

DarkBrain does not independently override or restrict statutory consumer rights.

19. HOW DO I CONTACT SUPPORT?

For questions relating to an existing order, return, refund, damaged product, missing shipment or other order issue, please use the support or order-management options provided in your Fourthwall order confirmation.

For faster assistance, always include your Order ID.

Fourthwall customer support:

support@fourthwall.com

20. MERCHANT OF RECORD

Orders through the DarkBrain Shop are handled by Fourthwall, which acts as the Merchant of Record and handles applicable order-related transactions, fulfilment, shipping, returns and refunds.

Fourthwall's applicable legal terms, policies and consumer-rights processes may therefore also apply to your purchase.

Where there is a conflict regarding payment, checkout, order processing, shipping, returns, refunds, withdrawal or other transaction-related matters, the applicable Fourthwall terms and legally mandatory consumer rights will control.