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Refund and Return Policy for {{TENANT_NAME}}

Effective date: {{EFFECTIVE_DATE}}

We want you to be completely satisfied with your purchase. If you are not satisfied, we're here to help. Please read this policy carefully before placing an order.

1. Eligibility​

You may request a refund or return within {{REFUND_WINDOW_DAYS}} days of the date your order was delivered or fulfilled. After this window, we cannot accept return or refund requests except for defective or damaged items (see Section 7).

To be eligible for a return, the item must be:

  • In the same condition you received it (unused, unaltered, and undamaged).
  • In its original packaging, where applicable.
  • Accompanied by your order number or proof of purchase.

2. Items Not Eligible for Refund or Return​

The following are not eligible for refund or return under any circumstances unless defective:

  • Digital goods and downloads — once delivered or made available, digital products (activation codes, downloadable files, software licenses, and similar items) are non-refundable.
  • Perishable goods — food, consumables, or items with a limited shelf life.
  • Opened or used items — products that have been unsealed, used, or show signs of wear beyond reasonable inspection.
  • Custom or made-to-order items — products manufactured or personalized specifically for your order.
  • Gift cards and store credit — issued credits are non-refundable and non-transferable.
  • Items purchased during a clearly marked final-sale or liquidation event.
  • Cryptocurrency payments where indicated at checkout — see Section 5 for details.

3. How to Initiate a Return or Refund Request​

To start a return or refund, please:

  1. Email us at {{TENANT_EMAIL}} with the subject line "Refund Request – Order #[your order number]".
  2. Include in your email:
    • Your order number
    • The item(s) you wish to return or get a refund for
    • The reason for the request
    • Any supporting photos (required for damaged or defective items)
  3. We will respond within 3–5 business days to approve or deny the request and, if approved, provide return shipping instructions.

Do not ship items back without first receiving written authorization from us. Unauthorized returns may not be accepted and may be returned to sender at your cost.

4. Processing Time​

Once we receive and inspect a returned physical item, we will notify you of the outcome by email. If approved:

  • Store credit: applied to your account within 1–2 business days.
  • Original payment method refunds (card/ACH): processed within 5–10 business days after approval; your bank or card issuer's timing may vary.
  • Cryptocurrency refunds: see Section 5.

5. Cryptocurrency Payment Caveats​

Cryptocurrency transactions are irreversible on the blockchain. We cannot reverse a crypto payment once broadcast.

If you paid with cryptocurrency and your refund request is approved:

  • Refunds will be issued in the same cryptocurrency you used, at the current exchange rate at the time of refund issuance — not the rate at the time of purchase. We are not responsible for price fluctuations between the original payment and the refund.
  • Alternatively, where technically supported by our payment processor (NOWPayments), we may offer a USD-equivalent refund to a bank account or credit card. We will present available options when your refund is approved.
  • If the current crypto value is less than your original payment in USD terms due to market movement, the refund will reflect current market value; if it is more, you will receive the lower of the two in USD equivalent.
  • Processing time for crypto refunds may be longer (up to 10 business days) due to blockchain settlement times and processor requirements.

6. Shipping Cost Treatment​

Outbound shipping costs are non-refundable unless the return is due to our error (wrong item shipped, defective item, or damage incurred before delivery).

Return shipping costs are your responsibility unless:

  • We shipped the wrong item.
  • The item arrived damaged or defective.
  • We authorize a prepaid return label at our discretion.

If you used a promotional "free shipping" offer and return your order, we may deduct the actual outbound shipping cost from your refund.

7. Damaged or Defective Items​

If you receive a damaged or defective item, please contact us at {{TENANT_EMAIL}} within 7 days of delivery with:

  • Your order number
  • A description of the damage or defect
  • Clear photographs documenting the issue

We will assess the claim and, at our option, offer a replacement, store credit, or a full refund including original shipping. We may ask you to return the item or, for low-value items, allow you to dispose of it.

8. Chargebacks and Payment Disputes​

We take chargebacks seriously and reserve the right to contest any chargeback where we believe the claim is fraudulent or in violation of these Terms. Filing a chargeback for a purchase that is otherwise eligible for a refund under this policy — rather than contacting us first — may result in account suspension.

If your chargeback is reversed in our favor after investigation, we may assess any fees levied on us by the payment processor against your account or future orders.

We encourage you to contact us at {{TENANT_EMAIL}} before initiating a dispute with your bank or payment provider; we can almost always resolve issues faster directly.

9. Contact​

Questions about a refund or return? Contact us:

{{TENANT_NAME}} Email: {{TENANT_EMAIL}} Mailing address: {{TENANT_PHYSICAL_ADDRESS}}

Please include your order number in all correspondence so we can locate your order quickly.

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