Refund policy

Overview

Sometimes a purchase is not the right fit. This policy explains how to request a return or refund for purchases made on our Shopify site. It is designed to be simple and fair while meeting compliance and safety standards.

Unopened Products — Full Refunds

If your item is unused, sealed, and in original condition, you may request a return within 14 days of the delivery date for a full refund of the product price. This 14-day window does not apply to subscription orders — see the Subscriptions section below.

  • Email support@goodgrass.shop with your order number to start the process.
  • Items must include original packaging and all components.
  • Return shipping costs are the responsibility of the customer.

Opened Products — Store Credit

If you tried the product and it is not the right fit, you may request a return for store credit within 14 days of delivery. This 14-day window does not apply to subscription orders — see the Subscriptions section below.

  • Email support@goodgrass.shop with your order number and a short note about your experience.
  • Returned items must be securely packaged to prevent leaks or damage in transit.
  • Return shipping costs are the responsibility of the customer.

Approval and Return Authorization

All returns require approval before you ship anything back. Contacting us starts the review; our team will issue a return authorization with instructions if the request is approved. Items sent without authorization may be refused.

Non-Refundable and Limited-Return Items

  • Final sale items, promotional giveaways, and expired products are not eligible for return.
  • Subscription orders are non-refundable except as described in the Subscriptions section below.
  • Products not purchased directly from our site should be returned through the original retailer.
  • We do not accept returns based solely on personal outcomes or expectations.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.

  • Email photos of the packaging, shipping label, and product to support@goodgrass.shop.
  • We will review and, if approved, provide a replacement, store credit, or refund at our discretion.

Return Shipping and Risk of Loss

You are responsible for return shipping costs unless we explicitly state otherwise in writing. We recommend using a trackable carrier and retaining the receipt. Risk of loss remains with you until the package is received and inspected at our facility.

Refunds, Store Credit, and Processing Time

Once your return is received and inspected, we will notify you of the approval or denial. Approved refunds are issued to the original payment method; store credit is issued as a digital credit or gift card usable on our site. Please allow 5–10 business days for processing after approval; bank timelines may vary.

Exchanges

We currently process exchanges as a return plus a new purchase. If you want a different item, request a return and place a new order after your return is approved.

Undeliverable, Refused, or Address Issues

If an order is returned to us due to an incorrect address, refusal, or missed delivery requirements, we may issue a refund of the product price less shipping once the item is returned in sellable condition. Additional carrier fees may apply.

Subscriptions

Subscription orders are non-refundable and are not eligible for the 14-day return windows described above. The only exceptions are when a subscription product arrives damaged or is unavailable.

  • If a scheduled subscription product is unavailable, we will substitute the closest available product. This substitution policy applies with no exceptions.
  • If a subscription product arrives damaged, contact us within 7 days of delivery per the Damaged, Defective, or Incorrect Items section above. Where a direct replacement is not in stock, we will substitute the closest available product.
  • Subscription renewals that have already been processed or shipped are not eligible for cancellation or refund. To avoid the next charge, email support@goodgrass.shop prior to the renewal date stated in your account.

How to Start a Return

  1. Email support@goodgrass.shop with your order number and reason for return.
  2. Wait for approval and a return authorization with instructions.
  3. Pack items securely and ship using a trackable service.

Updates to This Policy

We may update this policy from time to time. Changes are effective when posted with an updated Effective Date.

Questions

For help with a return or to check status, email support@goodgrass.shop.