Refund policy

Please read this policy before you order. By placing an order you agree to these terms.

RETURN WINDOW

Return requests must be submitted within 14 days of the delivery date shown by the carrier. Requests submitted after day 14 will not be accepted. Returned items must be received by the warehouse within 21 days of the date we issue your return authorization.

RETURNS REQUIRE AUTHORIZATION

Every return must be approved in advance through our support page. We will issue a Return Authorization number and the correct return address.

Items shipped back without an approved Return Authorization will not be refunded and will not be returned to you. Our products ship from multiple warehouses and an unauthorized package sent to the wrong facility cannot be identified or credited.

CONDITION REQUIREMENTS

To qualify for a refund, an item must be unused, unopened, and in its original packaging with all factory seals intact, including original boxes, inserts, and any free or promotional items that came with it.

We inspect every return. Items that arrive used, opened, unsealed, damaged by the customer, missing components, or missing original packaging will be refused and refunded at 0%, and may be discarded at our discretion.

NON-RETURNABLE ITEMS

The following are final sale and cannot be returned under any circumstances:

- Any chemical product whose seal has been broken, or which has been opened, used, diluted, decanted, or otherwise disturbed. This is a health-and-safety restriction. An opened chemical cannot be verified as uncontaminated and cannot lawfully be resold.
- Towels, pads, mitts, brushes, applicators, or any soft goods that have been used, washed, or removed from sealed packaging
- Kits that have been opened, or from which any component has been removed
- Items marked "final sale," clearance, or closeout at the time of purchase
- Free gifts, samples, and promotional items
- Gift cards

RETURN SHIPPING AND RESTOCKING

For any return that is not the result of our error:

- You pay return shipping. We do not provide prepaid labels for change-of-mind returns.
- A restocking fee of 15% of the item price is deducted from your refund. Certain supplier partners assess higher restocking fees of up to 25%; where that applies we will tell you the exact amount in writing before you ship, and you may decline and keep the item.
- Original shipping charges are not refunded, including on orders that qualified for free shipping. Where an order received free shipping, the actual outbound shipping cost we incurred is deducted from the refund.

You are responsible for the item until it reaches the warehouse. We strongly recommend a trackable, insured service. We are not responsible for returns lost or damaged in transit back to us, and a return we do not receive cannot be refunded.

REFUSED AND UNDELIVERABLE PACKAGES

If you refuse delivery, or a package is returned to us as undeliverable because of an incorrect or incomplete address you provided, the order is treated as a change-of-mind return: refund less outbound shipping, less return shipping, less the applicable restocking fee.

CANCELLATIONS

Orders are released to our supplier partners' warehouses quickly, often within a few hours. We will cancel and refund in full only if the order has not yet been released. Once released, the order cannot be cancelled and is governed by this policy as a return. We cannot guarantee that any cancellation request will arrive in time.

EXCHANGES

We do not offer exchanges. Return the original item under this policy and place a separate order for the item you want.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, leaking, defective, or is not the item you ordered, contact us within 72 hours of delivery through our support page with your order number and clear photographs of the item, the damage, and the shipping carton including the label.

Where a claim is verified, we will replace the item or refund it in full at your election, we pay all shipping in both directions, and no restocking fee applies.

Keep the item and all original packaging until the claim is resolved. Carriers require packaging for damage claims, and discarding it before we close the claim may prevent us from honoring it. Claims submitted after 72 hours may be declined.

REFUND PROCESSING

Approved refunds are issued within 5 business days of the returned item being received and inspected at the warehouse, to the original payment method only. We do not issue refunds by cash, check, store credit, or to a different card.

Your bank or card issuer controls when the credit appears on your statement, typically 3 to 10 business days after we issue it. That timing is outside our control.

CHARGEBACKS

If you believe there is a problem with your order, contact us first. We respond within one business day and we resolve the overwhelming majority of issues immediately.

Initiating a chargeback without first contacting us, or in circumstances covered by this policy, will be disputed with full documentation including this policy, your order record, and carrier tracking. We reserve the right to decline future orders from any account that files a chargeback in bad faith.

CHANGES

We may update this policy at any time. The version published at the time you place your order governs that order.

QUESTIONS

Contact us through our support page. We answer within one business day, Monday through Friday.