If something goes wrong,
talk to us first.
Here's what happens next.
Most disagreements with a customer get solved with a phone call, not a legal filing. This policy sets out how we handle it when that first conversation doesn't resolve things: a required good-faith attempt at a fix, then binding arbitration under established rules, with narrow, clearly stated exceptions.
Where to Send It hello@oshun-studios.com
+1 (332) 877-4477
Response Window We respond within two business days and work toward resolution within the 30-day period.
Registered Office Oshun Studios LLC
8735 Dunwoody Place STE R
Atlanta, GA 30350, USA
Before anything formal, you and Oshun Studios LLC each agree to try to work it out directly.
If you have a dispute, claim, or disagreement arising from an order, our website, or these policies, you agree to first send us a written notice describing the issue, what you are asking for, and your contact information, to hello@oshun-studios.com. We agree to do the same if we have a dispute with you.
Both sides then have 30 days from that notice to negotiate in good faith and try to reach a resolution — a replacement part, a refund, a repair, a corrected order, or whatever fits the specific issue. Most disputes we have encountered are resolved at this stage, which is exactly why we require it before either side moves to arbitration or court.
If 30 days pass without a resolution, either party may proceed as described in the rest of this policy. Nothing in this step limits either party's ability to seek the injunctive relief described further below, where the law allows it.
Four stages, in order, before a case reaches a final decision.
Written notice
Either party sends a written notice describing the dispute to the other, starting the 30-day clock.
30-day good-faith negotiation
Both sides attempt to resolve the issue directly. This step is required, not optional, before arbitration or a court filing.
Choose a forum
If unresolved, the customer may choose binding arbitration under this policy, or small claims court where the claim qualifies.
Binding decision
An arbitrator (or small claims judge) issues a decision that resolves the dispute under the terms below.
What arbitration covers, who administers it, and how it runs.
If good-faith negotiation under Stage 02 does not resolve a dispute valued at $10,000 or less within 30 days, that dispute will be resolved by binding arbitration as described here, instead of in court, except as set out in the Exceptions section below.
JAMS or AAA rules
Arbitration is administered by JAMS or the American Arbitration Association (AAA), under that organization's consumer arbitration rules then in effect. The claimant may choose which provider to use when initiating the case.
Individual, written, and streamlined
For claims within the arbitration threshold, arbitration is generally conducted based on written submissions unless either party requests a hearing, which may be held by phone or video to keep the process accessible and affordable.
You and Oshun Studios, one claim at a time
Arbitration under this policy is conducted only on an individual basis. See the Class Action Waiver section below for what that means and where it may not apply.
We do not want cost to be the reason a valid claim never gets heard.
Arbitration filing and administrative fees are allocated according to the applicable JAMS or AAA consumer rules in effect at the time. As a general practice under this policy:
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Your filing cost is cappedYou will not be asked to pay more than the equivalent of a state court filing fee to initiate a claim, regardless of the arbitrator's actual filing fee.
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We cover the rest for a valid claimOshun Studios LLC pays the arbitrator's remaining fees and administrative costs for a claim that is not found to be frivolous.
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Frivolous claims are treated differentlyWhere an arbitrator determines a claim was brought in bad faith or is frivolous, fees may be allocated under the applicable JAMS/AAA rules instead.
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Each side covers its own attorneyUnless a statute or the arbitrator's award provides otherwise, each party pays for its own legal representation, if any is used.
Two provisions stated plainly, including where one of them may not apply.
Class Action Waiver
To the fullest extent permitted by law, disputes with Oshun Studios LLC must be brought in your individual capacity, not as a plaintiff or class member in any purported class, collective, or representative proceeding. An arbitrator may not consolidate claims of more than one person.
Where This Waiver May Not Apply
Some states do not permit a class action waiver to be enforced, or limit it in certain circumstances, including for claims seeking public injunctive relief. Where a court holds this waiver unenforceable as to a particular claim, that claim proceeds in court rather than in arbitration, and the rest of this policy remains in effect for all other claims.
Governing Law
This policy, and any dispute arising from your use of oshun-studios.com or your purchase from us, is governed by the laws of the State of Georgia, without regard to its conflict-of-laws principles — consistent with the governing-law provision already stated in our Terms of Service.
Venue
For any matter not subject to arbitration under this policy, or for confirming, modifying, or enforcing an arbitration award, you and Oshun Studios LLC agree to the exclusive jurisdiction of the state and federal courts located in Fulton County, Georgia.
Arbitration agreements and class action waivers are subject to specific state and federal requirements, and enforceability can vary by state and by the type of claim involved. This section describes our current policy; it is general information, not a complete statement of the law in every state, and not a substitute for independent legal advice. For a specific question, contact us at hello@oshun-studios.com.
Two situations where this policy does not require arbitration.
You can choose small claims court instead
If your dispute qualifies for small claims court under the rules of your state or Georgia's Magistrate Court, you may bring it there instead of arbitration, even though this policy generally requires arbitration for disputes of $10,000 or less. This exception exists because most states preserve small claims court as an option regardless of an arbitration clause, and we honor that here rather than fighting it.
Either party can go straight to court for IP infringement or fraud
Either party may seek injunctive or other equitable relief in a court of competent jurisdiction, without first going through arbitration, for claims involving intellectual property infringement (such as unauthorized use of our trademarks or copyrighted content) or fraud, where a delay for arbitration could cause irreparable harm. All other aspects of the dispute, including any claim for damages, remain subject to this policy.
One address to begin the required 30-day resolution window.
hello@oshun-studios.com
Describe your order, the issue, and what resolution you're looking for. A named member of our team responds within two business days and works with you through the 30-day window before any arbitration or court process begins.
The rest of the terms that govern your order.
Tell us what went wrong before you tell anyone else.
Thirty days, a real person, and a genuine attempt to make it right — that's the first step, every time.
+1 (332) 877-4477 · hello@oshun-studios.com
Monday–Friday, 9:00 AM–5:00 PM ET
