Refund policy

1. General Policy Overview

All sales are considered final, except where a return or refund is required by law or explicitly allowed under this policy.

We do not offer refunds for:

  • Change of mind

  • Ordering the wrong item

  • Incorrect or incomplete shipping address provided by the customer

  • Delays caused by carriers outside of our control

2. Eligibility for Returns (Defective or Damaged Items Only)

Returns are only accepted if the item is:

  • Defective, damaged, or broken upon arrival

To qualify:

  • You must contact us within 48 hours of delivery

  • You must provide clear photo or video evidence of the defect

  • The item must be unused and in original condition

If approved:

  • You will receive a return address

  • Items returned without approval will be refused

3. Return Shipping Costs

  • Customers are responsible for all return shipping costs

  • We do not provide prepaid return labels

  • We are not responsible for lost or damaged return shipments

  • We strongly recommend using a tracked shipping method

4. Refunds

Refunds are issued only under the following circumstances:

  • The returned item is verified as defective or damaged

  • The order qualifies for a legal right of withdrawal (see Section 7)

  • The order was delivered significantly later than the estimated delivery window and no successful delivery occurred

Refunds:

  • Are issued to the original payment method

  • Do not include original shipping costs unless required by law

  • Are processed within [1-5] business days after approval

5. Late Delivery Policy

Estimated delivery times are provided for reference only and are not guaranteed.

A refund for late delivery may be considered only if:

  • The order has not been successfully delivered, and

  • The delay exceeds the maximum stated delivery timeframe, and

  • The delay is not primarily caused by factors outside our control, including but not limited to carrier delays, customs processing, weather conditions, or force majeure events.

If these conditions are met and the customer no longer wishes to receive the order, a refund may be issued upon written request.

Once an order has been successfully delivered, no refund will be issued due to delivery delays alone.

Multiple Item Shipments

Orders containing multiple items may be shipped and delivered separately.
This may result in items arriving at different times and in separate packages.

Partial delivery of an order does not qualify as a late or failed delivery, provided all items are shipped within the stated processing and delivery timeframes.

Refunds will not be issued for individual items that arrive separately or later than other items in the same order, unless the conditions outlined in this policy are met.

6. Incorrect Shipping Address

Customers are fully responsible for providing an accurate and complete shipping address.

We are not responsible for:

  • Orders delivered to an incorrect address provided by the customer

  • Lost packages due to address errors

  • Failed deliveries resulting from incomplete or incorrect information

Refunds or replacements will not be issued in these cases.

7. EU Right of Withdrawal (Cooling-Off Period)

For customers in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your item, without giving a reason, in accordance with EU consumer law.

Conditions:

  • You must notify us in writing within the 14-day period

  • Items must be unused and returned in original condition

  • Return shipping costs are paid by the customer

Certain items may be exempt from this right where legally permitted (e.g. personalized or hygiene-sealed goods).

8. Order Cancellation

Order cancellation is only possible within 48 hours of placing the order.

After 48 hours:

  • Orders may already be processed or shipped

  • Cancellation requests will be denied

Once shipped, the order is subject to this Return & Refund Policy.

9. Chargebacks & Payment Disputes

By completing a purchase, you agree to resolve disputes by contacting us first.

Unauthorized chargebacks may result in:

  • Submission of this policy, proof of shipment, and customer communication to the payment processor

  • Denial of future service

This policy serves as binding evidence in any payment dispute.

10. Contact Information

For all return or refund inquiries, contact:
Email: mymortarshot@gmail.com