Refund policy

REFUNDS & REPLACEMENTS

Any claims for damaged or defective items must be submitted within 30 days of receiving the product:

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. 

Claims deemed an error on our part are covered at our expense and are either replaced or fully refunded.

If you notice an issue with the products or anything in the order that seems to be out of place, contact our customer support team and send a photograph along with a brief explanation of the problem.

We will review the issue and notify you of the approval or rejection of a replacement/refund. If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 3 business days. If you request a refund, a credit will be automatically applied to your credit card or original payment method within a few work days.

ORDER CANCELLATIONS

Unfortunately we do not allow order cancellations. This is because we have set up our system to fulfil orders as soon as possible, which means that as soon as your order comes through, your products are immediately handed over to our fulfilment team who then prints and packs everything in order to hand it over to the courier.

Allowing order cancellations would severely disrupt the process and would delay all orders that are in line to be shipped out.

Please kindly make sure your order information is correct before checking out. 

REPLACEMENT/REFUND EXEMPTIONS

Unfortunately, we cannot grant a refund, credit your account, or replace a produced product in the case of:

Wrong Address 
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed 
Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment (if and as applicable).

Buyer Changed Mind
As our products are consumable goods, we cannot refund orders for buyer’s remorse. This is for health and safety reasons which is our utmost priority.

Rejected by Customs 
If a package is returned due to customs rejection, we cannot issue a refund. It is the responsibility of the customer to pay any necessary customs fees.

Please note that due to health and safety reasons, all products that are returned to us outside of our refund policy are discarded and cannot be resold.

REFUNDS
We will notify you once we’ve received your claim, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@thatgirlstore.com.