Return and Refund Policy

Last updated: September 1, 2025

Thank you for supporting Substainify Store. Every item we offer is chosen with care, and we truly hope it brings you peace and purpose. If something doesn’t work out, we’re here to help. Returns, exchanges, and refunds are considered in line with the guidelines below, with the goal of offering fair, mindful resolutions for all.

RETURNS

• Email us within seven (7) days of delivery to request a Return Merchandise Authorization (RMA).
• Post-mark approved items within fourteen (14) days of receiving your RMA.
• Items must be unused, in new condition, with all original tags, labels, and packaging.
• All aromatherapy mists and other handcrafted personal-care items are final purchase unless damaged, defective, or unfulfilled.

Requests received after the 7-day window may be ineligible. We recommend inspecting your order promptly upon delivery.

RETURN PROCESS

1. Email [email protected] with your order #, photos (if damaged), and a brief description.
2. Wait for your RMA number and return instructions. (Items sent without an RMA may be refused.)
3. If a physical return is required, pack the item securely using similar protective materials. Include proof of purchase and ship to the return address provided.
4. Returns received late or missing paperwork may be subject to a $4.00 late handling fee, as the return window or verification process has been impacted.
5. You may use the prepaid return label we supply. We cover return shipping for defective, damaged, or incorrect items. For all other returns, we typically issue store credit. If a refund is granted as an exception, the actual USPS shipping charge and handling fee may be deducted from your refund total if the return was not due to damage or error. If your item was never fulfilled or shipped, no physical return is required.

Please note: Some orders may ship in multiple packages. If only part of your order has arrived, check your tracking emails before submitting a return request. Items fulfilled separately (such as aromatherapy mists) may be delivered at different times.

RETURN FEES

We never charge fees when we’re at fault.
Returns caused by order errors, damage, or fulfillment issues on our end will always be resolved fairly, often with no cost to you. Our goal is to support honest, mindful resolutions.

We accept returns only for items fulfilled directly by Substainify Store, such as aromatherapy mists, small-batch goods, or select carryalls like the Soft Carry Mesh Tote. These are considered final purchase unless they arrive damaged, defective, or unfulfilled.

Other items, including apparel, mugs, and totes, are custom made when ordered and are also final purchase unless they arrive damaged, defective, or misprinted.

Note for Orders Placed on or after September 1, 2025: U.S. orders under $100 ship at a flat rate of $6.75, while orders $100+ (before tax) ship free. Return-related shipping deductions apply based on these standard rates if a prepaid return label is requested and the return is not due to damage or error.

• Return shipping postage: If your return isn’t due to damage or error, and you request a prepaid return label, a standard postage deduction may apply. We’ll confirm the cost with you before issuing your refund.
• $4.00 disposal fee: May apply to aromatherapy mists only if a return is granted as a rare exception and the product cannot be restocked due to hygiene regulations. This does not apply to unfulfilled or damaged orders.
• $4.00 late handling fee: May apply to returns received after the 15-day window or missing required paperwork (RMA or proof of purchase).
• Shipping charge deductions: If a return causes your order value to fall below the $100 free shipping minimum, the $6.75 original shipping charge will be deducted from your refund.

No fees apply to returns for damaged, defective, or incorrect items.

REFUNDS

Most returns are resolved with store credit, which is quick and never expires.

Refunds to your original payment method are typically reserved for damaged, defective, incorrect, or unfulfilled orders.

We review all refund requests with care. After we inspect your return (if applicable), we will issue your refund, store credit, or exchange.

• Processing time: up to fifteen (15) business days from receipt.
• Refunds to original payment may take 1–2 billing cycles depending on your bank.
• Store credit codes are issued immediately after approval and never expire.
• If you request a refund and used a prepaid return label provided by Substainify Store, the actual postage cost may be deducted from your total.
• Note: If a return lowers your order total below the $100 free shipping minimum, the $6.75 original shipping fee will be deducted.
• Gift returns: Store credit will be issued to the recipient for the item subtotal, minus any applicable return shipping or handling fees. Refunds to the original purchaser are only issued if the item was damaged, defective, incorrect, or unfulfilled.
• We do not offer refunds for preference-based returns (e.g., changed mind or didn’t like the scent).
• If your item was damaged or defective, a replacement may ship once your return is in transit, or immediately with approved photo proof.

Some banks or card issuers may take an additional 3–5 business days to post the refund after it’s issued. Please check with your card provider if delays occur.

Note: Digital downloads and gift cards are non-refundable and final purchase.

EXCEPTIONS

The following items are not eligible for return or exchange:

• Soft Carry Mesh Tote – Final purchase unless damaged, defective, or unfulfilled (due to limited supply and manual fulfillment)
• All aromatherapy mists and other personal-care items (due to hygiene and safety standards)
• Opened or used hygiene products
• Perishables
• Digital downloads and gift cards (non-refundable and final purchase)
• Made-to-order apparel returned for sizing issues (unless clearly misprinted or off-chart)
• Items returned without an approved RMA or outside the return window
• Custom or limited-edition items (unless defective)
• Digital kits or printable bundles (unless file is corrupted or missing)

We care deeply about your experience. If something arrives damaged, defective, or incorrect, please contact us as soon as possible. We’ll review your request with care and work to resolve it fairly.

ADDITIONAL INFORMATION

• All aromatherapy mists are final purchase unless damaged or defective.
  Due to hygiene and safety standards, these handcrafted mists cannot be returned once shipped, even if unopened.
• Sale or clearance items are FINAL PURCHASE and cannot be returned.
• If your package is lost or stolen, you must have added Worry-Free Delivery at checkout for it to be covered. This protection is provided by Seel, and claims are filed directly through their platform.
• Returned items must be securely packed. We are not responsible for items damaged during return shipping.
• Minor color or placement differences (±3%) are normal on made-to-order apparel and not considered defects.
• Force-majeure events (e.g., extreme weather, postal delays) may extend return timelines.
• Photos submitted for claims are used only to verify eligibility and are deleted once the claim is closed.
• If you're unsure whether your situation qualifies, reach out. We're always here to help.

GIFT CARDS

Gift cards are a simple and meaningful way to share Substainify Store with someone you love, or save for yourself when you need a gentle pick-me-up. Delivered instantly by email, they’re perfect for last-minute gifts, thoughtful encouragement, or special moments that call for a mindful reset.

Available in select amounts—$10, $25, $50, and $100—gift cards can be used toward any eligible purchase at substainifystore.com. To redeem, enter the gift card code at checkout.

Gift cards retain their balance until fully used. You can spend them all at once or across multiple orders. Gift cards are non-refundable and cannot be replaced if lost, shared in error, or misused. They may be applied to both physical and digital products unless otherwise noted.

We believe in giving you space to use your gift when it matters most. That’s why our gift cards do not expire.

CANCELLATIONS & CHANGES

If you need to cancel or update your order, please email us at [email protected] as soon as possible, including your order number.

We will do our best to honor changes requested within the first 2 hours after checkout. However, once processing has begun, updates may no longer be possible.

Once your order is in progress or has shipped, it can no longer be modified or canceled.

Note: Worry-Free Delivery protection (powered by Seel) is non-refundable once an order is fulfilled or shipped.

FTC MAIL-ORDER RULE

If we are unable to fulfill or ship your order, you are entitled to a full refund to your original payment method within 30 days of purchase, under the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR 435).

FAIR RETURN & USE

We reserve the right to refuse returns that show signs of misuse, tampering, or fraudulent activity. Repeated misuse may result in return restrictions.

QUESTIONS

If you need assistance, we're here to help. You can reach us through the following options:

• Email: [email protected]
• Submit a message using our Contact Us form
• Send a message through the website chat box

We typically reply within 1–2 business days.

Every return request is reviewed with care. Our goal is always to support you with fairness and understanding.