Refund policy
Last updated: October 16, 2026
Returns and cancellations
Return eligibility depends on the items in your order.
Where returns are accepted, items must be returned in the same condition they were received, completely unused, in clean and resalable condition, and in their original packaging or bundles. We cannot accept returns of used, contaminated, or damaged packaging items.
You may request a return within 5 days after your item is delivered.
Customers are responsible for paying their own shipping costs for returning items, unless the item received is defective, damaged, or incorrect. Return shipping costs are non-refundable.
You can request cancellation or removal of items from your order for 15 minutes after the order is placed.
How to start a return or cancellation
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item.
If your return is approved, we will provide you instructions on how and where to send your package to complete your return.
Items sent back without first requesting a return will not be accepted.
To start a cancellation request, contact us.
Damages and issues
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Custom printed bags, personalized packaging, and custom-manufactured orders are strictly non-returnable and non-refundable, unless there is a confirmed manufacturing defect or printing error caused by us.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
Contact us to ask about exchange options before returning your item.
Refunds
We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.
If you do not see your refund within a reasonable period of time since your refund was approved, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at misthillpack@proton.me.