Refund policy
Refund, Replacement, and Return Policy
Everything you need to know about our refund, replacement, and return policy: what qualifies, what doesn't, and how to submit a claim.
A few things to know upfront:
- Returns usually aren't required. In most cases you keep the item and we issue a refund or replacement.
- We don't offer product warranties, but this policy covers defects, damage, and order errors.
- If a return is needed in a particular case, we'll provide a return address.
When we issue refunds and replacements
We issue refunds or replacements for physical product orders when the issue is our responsibility (e.g., delivery failure, damaged product, missing or incorrect items), subject to the conditions below.
Order delays. If an order shows no tracking information, remains pending or in transit, or goes past 60 days from the shipping date (international), 45 days (U.S.), or 110 days (Brazil), we will, at our discretion, resend the product or issue a refund.
Delivered orders. Refunds and replacements won't be processed if tracking shows the order was delivered. If the package wasn't received, a non-delivery certification from the carrier or postal authority is required.
Damaged products. A full refund or replacement will be issued if items arrive damaged. Must be reported within 30 days of delivery, with valid photo or video evidence showing the defect and its impact on functionality. If the packaging is damaged but the product itself is intact and working, we can't process a refund — refunds apply only when the product arrives damaged or broken.
Incorrect or missing products. A full refund or replacement will be issued for incorrect or missing items. Requires photo or video evidence within the applicable timeframe, including clear images of the received item, the original packaging, and the shipping label, plus a note on the specific problem (e.g., wrong SKU, size, or color).
Order cancellation. A full refund is available if the order is canceled before processing or shipping. Certain products (e.g., print-on-demand or preorder inventory) can't be canceled once payment is made.
Refund eligibility window. Refunds and replacements are only possible if payment was made within 90 days prior to the request. Any order older than 90 days is automatically ineligible, regardless of the reason.
How the refund process works
Defective items: Capture clear images and/or videos showing the defect, submit them to our support team, and once verified we'll offer a refund to the original payment method or a replacement if applicable. Returns are generally not required — you may keep defective items.
Wrong or incorrectly redelivered items: Provide an image of the received item and its original packaging, tell us what was incorrect (e.g., SKU, color, or size), and submit it to our support team. Once confirmed, we process refunds within 5–10 business days to the original payment method.
Evidence requirements
Refunds and replacements are only issued when the issue is our responsibility. All required evidence (photos, videos, certifications) must be provided to validate the claim, and all timeframes and eligibility requirements above must be met. We initiate the refund within 24 hours of validation; funds then take 5–10 business days to appear, depending on your bank or payment provider.
How to submit a request
Contact our support team with photos or videos clearly showing the issue, tracking details for the order, and your order number.
Special circumstances
In rare cases, we may issue a one-time courtesy refund outside of standard policy — for example, if an order is seized by customs. These exceptions require supporting documentation, are reviewed case by case, are not guaranteed, and do not set a precedent for future requests.
If your refund hasn't arrived
We initiate refunds within 24 hours of approval. If the funds haven't appeared within 5–10 business days, contact your bank or payment provider first (delays are most often on their end, not ours), then contact our support team, who can confirm the refund was issued and provide a reference number (ARN) to trace it with your bank