Returns & Product Issues
This page explains, in plain language, how product issues are handled. The binding version is our Return & Refund Policy — if anything here differs from that page, the policy applies.
The window
Requests related to product issues can be submitted within 14 days of delivery.
What qualifies
A request is reviewed when all of the following are true:
- The issue is a manufacturing defect that was present before use
- The product is unused
- The product is in its original packaging, with all accessories and contents included
- There are no signs of use, damage, misuse or modification
What does not qualify
- Damage that happened after the product was used
- Normal wear and tear
- Accidental damage, misuse or improper handling
- Cosmetic damage to the packaging from transport
- Changing your mind after using the product
- Requests submitted after the 14-day window
What we need from you
Clear photos of the product, close-ups of the defect, and images of the packaging and contents. In some cases we ask for at least five photos so the issue can be assessed properly. Unclear or edited images can lead to a request being declined.
How long it takes
Every request goes through an internal review. If it is approved, refunds are generally completed within 14 business days after the returned item has been received and processed. Shipping costs are not refunded unless we approve that separately after inspection.
How to start a request
Go to our contact page and include your order number, a description of the issue and your photos. That gets it to the right place fastest.