How to request a return or refund
Email support@samuelcommerce.com with your order reference, the item and the reason for your request. For damage or an incorrect item, include a description and photographs if available. Contact us before sending merchandise back so we can provide return instructions and confirm the destination. Never include card numbers or security codes.
Seven-day return period
You may request a return within 7 calendar days after carrier tracking records delivery. A request received after that period may be declined unless applicable law requires otherwise.
Return condition
Returned merchandise must be unused, unaltered, and in its original condition with included packaging and accessories. Keep proof of purchase and use protective packaging for the return.
Items that cannot be returned
Personalized merchandise, gift cards, and items marked final sale cannot be returned for preference-based reasons. This exclusion does not limit remedies for items that arrive incorrect, defective, or damaged.
Incorrect or damaged items
We cover reasonable return shipping when an item arrives incorrect, defective, or damaged in transit. Report the issue promptly and retain the merchandise and packaging while we review it.
Return shipping
For an approved preference-based return, the customer is responsible for return shipping. Use a trackable service and keep the receipt until the return is complete.
Refunds
Approved refunds are issued to the original payment method after the returned item is inspected. Original shipping charges are not refundable unless required by law or the return is due to our error.
Exchanges
Exchanges depend on current availability. When a direct exchange is not available, we may issue an approved refund so a separate order can be placed.