Refund policy

Not quite right? Here's how returns, exchanges, and refunds work.

Last updated: October 5, 2026

The short version.

You have 30 days from delivery to return an item, including when you simply changed your mind.
The item must be unused, in its original condition and original packaging.
You pay return shipping on a change-of-mind return. There is no restocking fee.
If an item is defective or we sent the wrong one, you pay nothing: we refund in full, including the $4.99 shipping.
Refunds go back to your original payment method and normally reach you within 5-10 business days after the refund is issued.

1. 30-Day Returns

You can return an item within 30 days of the delivery date shown on your tracking, not 30 days of the date you ordered. A reason is not required: if it is not right for you, you can send it back.

2. Condition of Returned Items

To be accepted, a returned item must be:

Unused. Not used for cleaning, cooking or personal care, and not washed, filled, assembled, mounted or otherwise put to use.
In its original condition, with every part, accessory and piece of hardware it came with.
In its original packaging, packed well enough to travel back safely. An item that arrives back damaged because it was poorly packed cannot be refunded.

3. How to Start a Return

Contact us through our Contact page within 30 days of delivery. Choose Return an item, enter your order number and tell us which item you want to return.
We reply within 1-2 business days with a return authorization and the address to send the item to.
Pack the item in its original packaging and send it with a tracked shipping service. Keep your tracking number until your refund has been issued.
Please do not send anything back before we reply. Items that arrive without a return authorization cannot be processed.

4. Return Shipping Costs

Change-of-mind returns: you arrange and pay for return shipping. The original $4.99 shipping charge is not refunded on a change-of-mind return. There is no restocking fee, handling fee or processing fee.

Defective or wrong items: you pay nothing. See section 5.

5. Defective or Wrong Item

We refund you in full, including the shipping you paid, in these two cases:

Manufacturing defect - a fault in how the item was made, present when it arrived.
Wrong item shipped - the item you received does not match the product or the option on your order.

All five conditions below have to be met. A claim that is missing any one of them cannot be approved.

Reported in time. Email us within 30 days of the delivery date shown on your tracking. Our email address is on our Contact page.
Normal use. The item has not been misused or damaged after delivery, and you keep it with its packaging until the claim is settled.
Clear photos. Send clear photos of the whole item and a close-up of the problem. For a wrong item, include a photo of the shipping label on the parcel too. If you filmed yourself opening the parcel, send that video as well, as it helps us settle the claim faster.
One claim per order. Each order is reviewed once. When a claim is closed, it stays closed.
Approved by us first. No refund is issued until we have reviewed your evidence against your order and approved the claim.

In most cases we settle these claims from your evidence alone. If we do need the item back, we tell you how to send it and we cover the return postage.

6. What Is Not Covered

On a change-of-mind return, items that have been used, washed, filled, assembled, mounted or altered, or are missing parts or packaging.
Damage caused after delivery, or by not following the care or use instructions for the item.
Small differences that are normal for home goods made from natural materials: variation in wood grain, bristles, fibers and fabric from piece to piece; slight differences in size within the measurements listed; and the difference between a color on your screen and the same color in your home.
Returns requested after the 30-day window has closed.

7. Damaged or Lost in Transit

If your parcel arrives damaged or is lost in transit, we handle the claim with the carrier for you, and you choose a replacement or a full refund, including the shipping you paid. How and when to report it is set out in our Shipping Policy.

Two things make a big difference if it happens: photograph the parcel before you open it if it looks crushed, wet or torn, and keep the item and all packaging until the claim is settled.

8. Refunds

Change-of-mind returns are refunded once the item has arrived back and we have checked that it meets section 2. The refund covers the price of the item.

Approved defect or wrong-item claims are refunded as soon as the claim is approved, and cover the price of the item plus the $4.99 shipping you paid.

When something is our fault we refund you rather than sending a replacement. If you still want the item, you are welcome to place a new order once your refund has been issued.

Refunds go back to your original payment method and normally appear within 5-10 business days. Your bank or card issuer controls the last step, so depending on where you are in your statement cycle it can take a few days longer to show up.

9. Exchanges

To change an item for a different one, return the original under this policy and place a new order for the item you want.

10. Cancelling an Order

You can cancel free of charge within 24 hours of placing your order, while it is still in Order Placed status. Changes to your order, including the shipping address, can be made in the same window. Contact us through our Contact page, choose Change or cancel an order and enter your order number as soon as you can, and we will stop it.

Once the order moves to Processing it is being prepared for shipment and can no longer be cancelled or changed. You can still return it after delivery under this policy. There is no cancellation fee at any point.

11. If We Are Late, You Can Cancel and Get Your Money Back

This is separate from everything above and it applies even when nothing is wrong with the item.

If we cannot ship within the timeframe published on our Shipping Policy page, we contact you rather than waiting for you to ask, and we give you a choice: accept a new shipping date, or cancel the order for a full refund. A full refund means the whole amount you paid, returned to your original payment method. We do not offer store credit in place of it.

If a delay runs past 30 days beyond the original estimate and you have not agreed in writing to a new date, we cancel the order and refund you automatically.