Physical goods: window, condition, and proof
Most stock items you buy from us may be returned within thirty (30) calendar days of the delivery scan your carrier shows, in new or trial condition with every insert, label, and seal that is part of the product’s design. A “trial condition” for our categories means: clean and dry, no stains from use beyond a brief first touch, and no strong scents from outside the product line. Consumables that touch skin or water and cannot be resold in good faith after opening (scrubs, sachets, wicks) are not returnable once a safety or hygiene strip is gone, unless a defect claim applies.
How to start so your box is not a mystery package
Email the address on file with your order number, a list of SKU or plain-language names, and a line about why you are returning, even if the reason is simply a change of mind where we allow that. We reply with a return merchandise authorization (RMA) and the exact ship-to, which may be our Redwood City studio, a local receiving desk, or a third-party handler depending on the season. Write the RMA on the outside of the carton as instructed. We may refuse parcels that look like bulk mailing without a match in our system.
Restocking, hygiene, and partial kits
When a return is not due to an error of ours, we may retain a reasonable restock fee if a posted price list says so, never beyond what the law in your state caps for that situation. Sets sold as a bundle must be returned as the full bundle, unless we agree in writing to a partial credit because one piece failed. If you return the wrong object by mistake, we will contact you before issuing any credit, and you may be asked to pay return postage again.
Refunds, credits, and timing on the bank side
When we accept a return at the receiving step, we aim to issue a credit to the original pay path within fourteen (14) business days. Weekends, bank holidays, and the card network’s own batching can add extra days before you see a line on your statement. Store credit is offered when a gift purchase cannot be linked back to the original payer, when a card has expired, or when you explicitly choose credit for a later studio purchase. In limited fraud-prevention cases, we may require a small verification step before releasing funds, which is not a denial of a valid return.
Studio, video, and appointment-style services
If we sell a timed session, you can cancel or request a full refund or a one-time move if you do so at least twenty-four (24) hours before the listed start in your time zone, using the same channel the booking was made through. Cancellations inside that window, or a missed slot without a documented emergency, are generally not refundable, because we have already held the room or staff, except where a stronger consumer right applies that we cannot limit here.
Downloaded or streamed access
Where you pay for ongoing access, you may be able to stop renewal in your account area when we provide one, or by writing us before the next billing date, even if a full refund for a past month is not available once a file has been visible to you. If our platform fails through our fault for a long stretch, we will pro-rate a refund for the unusable time after a reasonable support window, not for data loss on a device you control.
Wrong item, short shipment, and defects
Notify us with clear photos and the order number within seven (7) days of the delivery event if something is not what the slip states, is visibly broken, or is short. We will offer replacement or prepaid return at our cost when the evidence matches our records. A defect path does not use your annual return “budget,” if we ever set such a thing for a loyalty program, because it is a compliance matter, not a taste return.
Proof should show the outer shipping label and a close look at the issue you describe, not only the retail box, so a carrier or supplier chain can be corrected when the mistake did not start at our pack bench.
Cross-border, duties, and refused parcels
If you are outside the U.S. and a carrier bills import fees we did not pre-pay, those fees are yours unless a posted promotion states otherwise. If you refuse a package and it returns to us, we may treat it as a return under the same condition rules, minus round-trip shipping we already paid, when the refusal was not due to a defect we had acknowledged.
Gifts, trade-ins, and non-refundable categories
Gift orders may credit a code when the giver is unreachable. Seconds or sample sales marked on the invoice, custom cut materials, and charity or benefit products may be sold as final when the listing says so, and we will not override that for buyer’s remorse, though defect rules still help if the product was never fit for a fair description.