Refund & Return Policy

Returns & Refunds

We do not accept returns. If something is wrong with your order we refund you or send a free replacement — you keep the item, and there is nothing to ship back.

Because nothing comes back to us, the evidence you send is the claim. Please read this before you open your parcel.

Film the unboxing

Start recording before you open the package. One continuous video, no cuts, showing:

the sealed parcel, with the shipping label readable,
the parcel being opened,
the item coming out, and the problem.

A video that starts after the parcel is already open cannot be accepted, because it cannot show whether the damage happened in transit or afterwards.

Damaged, defective, or incorrect on arrival

Report within 48 hours of delivery with the unboxing video above. Approved claims are refunded in full or replaced free of charge — your choice, at no cost to you.

Heated jacket — 5-day heat test

Heat faults are the exception: you have to use the jacket to find them, so no unboxing video is required. Within 5 days of delivery, connect a charged power bank and test all three zones. If a zone does not warm up, send one video showing the power bank connected, the button cycling through the settings, and the zone staying cold. Same outcome — full refund or free replacement.

Order never arrived

If tracking has not shown delivery within 20 business days of ordering, email us for a full refund or a replacement. No video needed.

Cancellations

Cancel within 24 hours of ordering, before the order enters fulfillment, for a full refund.

Change of mind, or the wrong size

Not eligible. We do not operate a return facility, so we cannot take items back for any reason other than the ones above. Our items run small — please check the size chart on the product page before ordering.

Not eligible

Claims made more than 48 hours after delivery, other than the 5-day heat test
Claims without the unboxing video, where one is required
Damage caused by use, washing, or wear
An incorrect address entered at checkout
Refused or unclaimed packages

Refund timing

Approved refunds go back to the original payment method within 5–10 business days. How quickly the money appears after that depends on your bank or card issuer, which is outside our control.