Refund policy
Refund Policy
Last updated: February 2026
We stand behind the quality of our products. However, due to the nature of our business and fulfillment process, we maintain a strict refund policy. Please read this policy carefully before completing your purchase, as it constitutes a binding agreement between you and our store.
1. Eligibility Window
Refund requests must be submitted within 48 hours of the confirmed delivery date as recorded by the carrier's tracking system. Requests submitted after this window — for any reason, including delayed discovery of an issue — will not be considered. The 48-hour clock begins at the timestamp of the first delivery scan, regardless of whether the package was received or opened at that time.
2. Conditions That Must All Be Met
To be eligible for a refund, every single one of the following conditions must be satisfied simultaneously:
- The item must be unused, unworn, and in its original, factory-sealed packaging with all original tags, inserts, and packaging materials intact.
- You must provide a clear, timestamped unboxing video beginning before the package is opened, showing the sealed state of the item and the defect or issue in question. Screenshots or photos are not accepted as a substitute.
- A written description of the issue must be submitted via our official support email — requests submitted through social media, chat, or phone will not be processed.
- The original order number, shipping confirmation email, and the name and address used at checkout must be included in the refund request.
- The item must be returned at the customer's expense using a trackable shipping method. The return tracking number must be provided within 5 business days of refund approval, or the approval will be voided.
- The returned item must arrive back at our facility in the same condition as shipped. Items that arrive damaged, used, or incomplete will not qualify.
3. Non-Refundable Items & Situations
The following are strictly excluded from refund eligibility under all circumstances:
- Digital products, downloadable content, and gift cards
- Sale items, discounted products, and items purchased with a promotional code
- Personalized, custom-made, or monogrammed orders
- Perishable goods and consumable products
- Items marked "Final Sale" or "Non-Returnable" on the product page
- Orders where free shipping was applied (return shipping fees become the customer's responsibility regardless)
- Buyer's remorse, accidental orders, or change of mind
- Minor variations in color, texture, or sizing that fall within industry-standard tolerances
- Damage resulting from improper use, mishandling, or failure to follow care instructions
4. Defective or Incorrect Items
If you received an item that is genuinely defective or materially different from what was ordered, you must still follow the full eligibility process outlined in Section 2, including the unboxing video requirement. We reserve the right to request additional documentation or evidence. Approved claims for defective items may be resolved via replacement, store credit, or refund at our sole discretion.
5. Shipping Costs
Original shipping charges are non-refundable. If a refund is approved, only the item subtotal may be refunded. Return shipping costs are the customer's sole responsibility in all cases, including defective item claims.
6. Processing Time
Once a returned item is received and inspected (which may take up to 10 business days), we will notify you of our decision via email. Approved refunds are processed to the original payment method within 7–10 additional business days. We are not responsible for delays caused by your bank or payment provider.
7. Chargebacks
Initiating a chargeback or payment dispute without first exhausting this refund process will result in immediate cancellation of any pending refund, permanent account suspension, and may be subject to dispute on our end with full documentation provided to the payment processor.
8. Policy Changes
We reserve the right to update or modify this policy at any time without prior notice. The policy in effect at the time of your order governs your purchase.
9. Contact
For refund inquiries, email us at support@[yourstore].com with "Refund Request – Order #[number]" in the subject line. Incomplete requests will not receive a response.