Returns & Refunds Policy

We stand behind our products. We accept returns only when an item arrives damaged beyond grade advertised, defective, or incorrect. Requests must be submitted within 30 calendar days of delivery.

This policy applies to retail orders shipped to addresses within the United States. It does not limit any rights you may have under applicable law.

1. Contact us within 30 days of delivery with your order number and a brief description of the issue.
2. If damage or defect is claimed, please include clear photos of the product and packaging.
3. We’ll review and, if approved, issue a Return Merchandise Authorization (RMA) and a prepaid return label.

Returns sent without prior authorization may be refused.

• For approved returns due to damage, defect, or our shipping error, we provide a prepaid return label.
• If you choose to use your own carrier, we are not responsible for packages lost in transit.

• Once your return is received, we’ll inspect it and email you the result.
• If approved, we’ll process a refund to your original payment method.
• Depending on your card issuer/bank, it can take several business days for the credit to appear.

• Original shipping charges are not refundable unless required by law or the return is due to our error.
• Gift wrap, rush handling, and similar services are non-refundable.

Exchanges

If you prefer a replacement of the same item instead of a refund, let us know when requesting the RMA. Replacements are subject to availability.

Nothing in this policy affects any statutory rights you may have regarding faulty or misdescribed goods.

Need help?

Questions about returns or the status of your refund? Contact us with your order number and we’ll assist.

This policy applies to orders delivered in the European Union and the United Kingdom. It complements and does not replace your statutory rights.

You may cancel your order within 14 calendar days of the day after you (or a person you nominate) receive the goods—for any reason.

• How to cancel: notify us within 14 days (email or the model form below).
• Return deadline: send the goods back within 14 days after you tell us you’re cancelling.
• Condition: handle items only as you would in a shop. If items are used beyond what’s necessary to check fit/quality, we may deduct for diminished value.

What we refund on a cancellation

• We refund the item price and the standard delivery cost you paid (not any premium/express upgrade).
• Refunds are made to the original payment method within 14 days of receiving the returned goods or acceptable proof of return (whichever is earlier). We may withhold the refund until we receive the goods.

Who pays return shipping?

• For a change-of-mind cancellation, you pay the return shipping.
• If we offer a prepaid label, its cost may be deducted from your refund unless the item is faulty/misdescribed.

The 14-day cancellation right does not apply to:

• Custom or personalised items made to your specification.
• Perishables.
• Sealed goods that are not suitable for return for health/hygiene reasons once unsealed.
• Sealed audio/video recordings or sealed software once unsealed.
• Digital content delivered electronically once download/streaming has begun with your consent.
• Goods that are inseparably mixed with other items after delivery.

(These exemptions do not affect your rights if the item is faulty or misdescribed.)

If an item arrives faulty, damaged, or not as described, contact us promptly.

• UK (Consumer Rights Act 2015): you have a short-term right to reject for a full refund within 30 days of delivery. After 30 days, we’ll repair or replace; if that’s impossible or fails, you may be entitled to a price reduction or refund.
• EU (Legal guarantee): you have a minimum 2-year legal guarantee for lack of conformity. We will repair or replace; if impossible or disproportionate, you may request a price reduction or refund.

We cover return shipping for approved faulty/misdescribed returns and will provide a prepaid label where applicable.

1. Contact us within the applicable timeframe with your order number, the item(s), and the reason (cancellation or fault).
2. We’ll issue a Return Authorisation with packing and label instructions.
3. Pack items securely in original packaging with all tags/manuals included.
4. Post the return and keep the proof of postage.

Unapproved or COD returns may be refused.

We don’t hold items for exchange. If you need a different size/colour, please place a new order and process the original as a return (as eligible).

• Refunds are issued to your original payment method.
• Bank/issuer processing times vary; please allow a few business days after we issue the refund.
• Original shipping: standard delivery is refunded for cancellations; premium/express upgrades are not. For faulty/misdescribed items, original delivery is refunded where required by law.

Returns address: Counter Culture Co PO Box 183 New Britain CT 06051 United States
(Replace with your actual details; the return address must be provided in your RMA email.)

Email: support@countercultureco.co