Refund policy

We accept eligible return requests made within 14 days after delivery.

Return eligibility

To qualify for a return, the item must be unused, uninstalled, unaltered, and in the same condition in which it was received. All original packaging, instructions, accessories, hardware, tags, and proof of purchase must be included.

Installed, assembled, modified, plugged-in, or outdoor-used products cannot be returned unless they arrived damaged, defective, or incorrect.

Return authorization is required before sending any product back. Contact us at sensiblesurprise@gmail.com with your order number and reason for the return. If the return is approved, we will provide the correct return address and instructions. Products returned without authorization may be refused. Do not send products to the manufacturer or supplier unless we specifically instruct you to do so.

Return shipping

Customers are responsible for return-shipping costs on unwanted products, ordering mistakes, or change-of-mind returns. Original shipping charges are nonrefundable.

If we approve a return because the product arrived damaged, defective, or incorrect, we will provide instructions for correcting the issue and, when applicable, cover reasonable return-shipping costs.

Damaged, defective, or incorrect orders

Inspect your shipment promptly after delivery. Contact us within 48 hours of delivery if an item is damaged, defective, missing components, or different from what you ordered.

Include your order number and clear photographs of the product, packaging, shipping label, and damage or issue. Keep all packaging materials until the claim has been resolved. We will evaluate the claim and arrange an appropriate replacement, replacement component, refund, or other resolution.

Cancellations

Cancellation requests must be submitted as soon as possible. Orders may be canceled only before they have been submitted for fulfillment or entered the shipping process. Once processing or shipment has begun, the order cannot be canceled and must follow the applicable return procedure.

Nonreturnable items

We do not accept returns of:

  • Products that have been installed, assembled, modified, plugged in, or used outdoors, except approved damage or defect claims

  • Special-order, custom, personalized, clearance, or final-sale items

  • Gift cards

  • Products missing original packaging, components, accessories, or hardware

  • Products damaged through misuse, improper installation, weather exposure, improper storage, or failure to follow manufacturer instructions

Exchanges

We do not process direct exchanges. If an eligible return is approved, return the original product and place a separate order for the replacement product.

Refunds

We will notify you after the returned product has been received and inspected. If approved, the eligible refund will be issued to the original payment method within 10 business days. Banks and credit-card companies may require additional processing time.

Original shipping charges and customer-paid return-shipping costs are not refundable unless the return resulted from an approved damaged, defective, or incorrect-order claim.

Questions

Contact us at sensiblesurprise@gmail.com before returning any product.