Our policy balances customer satisfaction with the need to protect the inventory integrity of our age-restricted and fragile goods, leading to a clear policy on shipping cost deductions for failed deliveries.
Refunds for Out-of-Stock Items
In the rare event that an item in your order is found to be out of stock after your payment has been processed (due to a simultaneous purchase or an inventory discrepancy), we will immediately notify you and process a full, immediate refund for the specific item and any proportional shipping cost that item incurred. This process takes priority to minimize any delay to the rest of your order.
Mandatory Deduction for Failed ASR Check
If the delivery agent is unable to complete the delivery due to the recipient being unable to provide valid photo ID proving they are 18 years or older, the package will be returned to My Store. We are legally required to deduct the full original shipping cost plus the courier’s mandated return freight fee from the product refund. This deduction covers the cost of two failed, legally compliant services.
Conditions for Exchange Eligibility
Any product approved for a non-fault exchange (e.g., a full, sealed case) must be returned in its original, specialized shipping carton and protective inserts. We cannot accept responsibility for damage incurred on a return journey if the customer uses inadequate packaging, and the refund or exchange will be denied if the returned product is damaged. The customer must use a tracked, insured shipping method for the return.
Refunds for Promotional/Discounted Items
Products purchased as part of a promotion, bundle deal, or with a discount code will be refunded at the actual net price paid for that individual item, not the original retail price. If a bundle is returned incomplete, the refund will be calculated based on the difference between the full retail price of the kept items and the total price paid.
Secure Packaging Requirement for Returns
For all approved returns, the customer is required to securely package the item. For damaged goods, we will supply a pre-paid, high-security return label. For any discretionary returns, the customer must ensure the packaging meets commercial shipping standards for fragile goods, or the return may be rejected upon inspection for safety reasons.