RETURN POLICY

RETURN POLICY

Here at POWDERWAKE, your purchase experience is important to us; and we stand by all our products.  If you have purchased an item from our online store and are not entirely satisfied with your purchase, we're here to help.  We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.


To be eligible for a return, items must comply with the parameters below:

  • Brand new, unworn condition
  • Item(s) must not have been worn, altered, washed, or damaged or they will not qualify
  • Item(s) must include original packaging and tags
  • Your receipt or proof of purchase is required with the returning item(s)

Any item(s) that fail to meet these requirements will not qualify for a refund.

Please note:  Final Sale items, hemmed items, altered items, or custom products (such as special orders or personalized items) may not be returned.

 

GIFT RETURNS

Currently, POWDERWAKE is unable to process a return if no purchasing information is available.

 

START A RETURN

To start a return, please contact our customer service team via email with your order number and item or items you wish to return to info@powderwake.com.  If your return is accepted, we’ll send you instructions on how and where to send your package.  Domestic orders $75 and over qualify for a prepaid return label.  Items sent back to us without first requesting a return will not be accepted.

If you need more detailed support, please contact us directly via email at info@powderwake.com and a customer service rep will respond as soon as possible (please allow up to 24-36 hours for response time).

 

DAMAGES AND ISSUES

Please inspect your order upon receipt.  If you've received an order containing a damaged, defective, or incorrect item, please contact our support team immediately (within 3 days of receipt) with your order number and a photo of the issue so that we can evaluate the issue and make it right.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

We are always open to exploring new product categories at POWDERWAKE.  Therefore, we will cover off on the below just in case.  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

 

EXCHANGES

We do not offer a standard exchange process; simply return your original product to us and place a new order. If you would like assistance, our Customer Service team will be glad to assist you in placing a new order.

 

REFUNDS

Once we receive your return and the item or items have been inspected, a POWDERWAKE Representative will notify you if the refund has been approved or not.

If approved, refunds will be issued to the original method of payment, or to POWDERWAKE Credit.  Please remember that we cannot process a refund if no purchasing information is available.

Your refund will be issued within 7 to 12 business days.  Your bank or credit card institution may take up to 2 weeks to acknowledge the credit after the refund has been processed. 

Purchases made with POWDERWAKE Credit must be refunded to POWDERWAKE Credit.  We cannot refund a purchase made with POWDERWAKE Credit to another method of payment.  Gift cards are non-transferable, non-refundable and are not redeemable for cash.  We cannot replace lost or stolen gift cards.

 

THANK YOU FOR SHOPPING POWDERWAKE.