Refund and Return Policy
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You have 30 days from delivery to start a return or request a refund. After 30 days, we generally can't help, but reach out anyway if something's wrong, we'd rather hear it.
Who pays return shipping
| Reason for return | We pay return shipping? | Restocking fee? |
|---|---|---|
| Defective on arrival | Yes. We email a prepaid label | No |
| Damaged in transit | Yes. We email a prepaid label | No |
| Wrong item shipped (our error) | Yes. We email a prepaid label | No |
| Missing parts | Yes. We email a prepaid label | No |
| Buyer's remorse / change of mind | No. You cover return shipping | None for now (we may add a 10% fee on opened consumable categories later; the current policy is no fee) |
| Sized or fit issue | No. You cover return shipping | None |
For "defective on arrival" claims, we may ask for photos before issuing the label.
What's not returnable
- Consumable food items that have been opened (we can't restock once the seal is broken)
- First-aid items that have been opened (sterility / regulatory requirements)
- Items damaged after delivery by misuse, modification, or normal wear
If you receive a defective item in one of these categories, contact us, defective claims aren't subject to the "not returnable" list.
How refunds process
Refunds go back to your original payment method via Stripe. Typical timing:
- Pre-shipment cancellation (you cancel before we've started processing): refund initiated within 24 hours. Funds return to your card in 5–10 business days depending on your bank.
- Post-delivery return: refund initiated within 3 business days of receiving the returned item. Same 5–10 business days at your bank afterwards.
We email you when we initiate the refund. Your bank handles the rest.
How to start a return
Use the contact form and include:
- Order number (
GRP-2026-XXXXXX, format) - Brief description of the issue
- Photos for "defective" or "damaged" claims (any reasonable phone photo is fine)
Or email [email protected] with the same information.
Don't ship anything back until you've received a return authorization from us. Returns sent without authorization may be lost or routed to the wrong warehouse.
Return shipping address
We'll include the exact address in your return authorization email.
Disputes
If you and we disagree about whether a return qualifies for refund, the dispute resolution process in the Terms of Service applies, including the AAA arbitration provision and the 30-day opt-out window.
Chargebacks
If you initiate a chargeback with your bank instead of contacting us first, we may dispute it with the supporting documentation we have. We'd much rather resolve issues directly; the contact form is fast.
Contact
Last updated: 2026-05-05