Refund policy

Summary

  • 30 days to return an item after you receive it.
  • Return shipping is paid by the customer. Returns are not free.
  • Approved refunds are issued to your original payment method.
  • Exchanges are available within 30 days after you receive your order. See the Exchanges section below.

Can I return my order?

Yes. If you are not satisfied with your order, you may return it within 30 days after you receive it. For a return to be accepted, all of the following must apply:

  • The order still contains all the original parts and components, and the packaging arrives in the same condition in which the product was sent.
  • The item shows normal handling only. Damage caused by careless handling is not covered.
  • Items where hygiene matters have been properly cleaned before the return is sent.
  • Any defect or damage was reported to us promptly after delivery.

We review returns within 7 business days after we receive them. If the conditions above are met, we will confirm that your return is accepted within that time. We reserve the right to refuse returned items that we reasonably believe were used or damaged by the customer.

How to return your order

  1. Email us. Send an email to info@sloaneaspen.com with the subject line “Return Request”.
  2. Include your details. Please include your order number, the reason for the return, a photo of the product if it arrived damaged, and your full name.
  3. Wait for our reply. We will contact you and provide the correct return address. Do not send the item back to the original sender.
  4. Ship your return. The customer is responsible for the cost of shipping the item to us. We recommend using a tracked service and sending us your tracking number so we can process your return as quickly as possible.

Never send a return to the original sender. Always wait for the return address that we provide.

Exchanges

If you would like a different item or option instead of a refund, you may request an exchange within 30 days after you receive your order. The same conditions as for returns apply. To request an exchange, email us at info@sloaneaspen.com with the subject line “Exchange Request”, and include your order number, the item you would like to exchange and the item or option you would like instead. We will confirm availability and give you the next steps and the correct return address. Do not send the item back to the original sender.

Refunds

Refunds are processed after we receive and inspect the returned items. Approved refunds are issued within 14 days to the same payment method you used for the order. Your bank or card issuer may need additional time to show the refund on your statement.

What we refund:

  • All payments received for the returned items, except any additional shipping charges.

What we do not refund:

  • Return shipping costs.
  • Additional shipping charges, for example for choosing a more expensive delivery option.
  • Damage caused by improper handling.

Cancellations and orders in transit

Our fulfillment process is fully automated, so orders are processed immediately after they are placed. Once an order has shipped, it cannot be cancelled and the shipment cannot be stopped. Longer transit times can occur that are outside our control. If your order is already on its way, please wait to receive it and then return it if you wish. You are welcome to tell us in advance that you plan to return it. A refund is not possible without the products being returned to us.

Contact us

Questions about returns? Email us at info@sloaneaspen.com.

All returns are sent to our warehouse at the customer's expense.