What is the return policy?

Return Policy

Returns and exchanges are welcome for most products within 30 days of purchase. Our goal is for all of our customers to enjoy a quality product, so if your Acaia purchase does not live up to our promises the Acaia support team will be happy to accept a return, arrange an exchange, or help resolve any problems you might have.

 

To return or exchange a product, please contact us at support@acaia.co. Our team members will review your request and issue a Return Authorization is approved. Once a return is approved, you will be provided with the return address for shipping.

 

Please pack and ship your items with all original packaging and included accessories. Items must arrive in like-new condition to receive a full refund. Once received, our support team will update you on the status of your return and issue a refund or exchange of the product.

 

Exchanges

We only offer exchanges for products that arrive with manufacturing defects or do not function as intended. Please contact our support team at support@acaia.co for troubleshooting assistance and to arrange an exchange if needed. A return label will be provided to you for shipping your product back.

 

Condition

Returned products must arrive in like-new condition, except in the case of manufacturing defects (see below). Original packaging and accessories must be included with the product. If a product is damaged, missing accessories, or missing packaging, we may deduct a fee from the refunded price.

 

If you have received a new product in non-working condition, missing accessories, or with apparent manufacturing defects, please contact our support team immediately at support@acaia.co. We will attempt to help troubleshoot any problems or send missing components if needed. If a return or exchange is required, we will issue a Return Authorization as above. A full refund will be issued for products with manufacturing defects.

 

Restocking Fee

Returned products are expected to arrive in like-new condition. If the product arrives with visible damage, missing parts, non-functional, or otherwise in poor condition, we may assess a restocking fee of 5-15% of the product’s original purchase price, which will be deducted from your refund.

 

Holiday Returns Extension

Orders placed on our US web store between the dates of November 15 and December 31 will receive an extended return window. Purchases made within those dates will be eligible for return until February 1.

 

International Shipping

Items purchased from our US web store must be shipped back to the US for returns or exchanges. If you have moved or relocated outside the US, you are responsible for any shipping costs, duties, or fees associated with returning your products. Please pack items with care to ensure they arrive in good condition and include all original packaging and accessories in the box. If you require an exchange or warranty service, please contact our support team for assistance at support@acaia.co.

 

Items purchased from our European web store must be shipped back to our service center in the Netherlands for returns or exchanges. If you have moved or relocated outside of Europe, you are responsible for any shipping costs, duties, or fees associated with returning your products. Please pack items with care to ensure they arrive in good condition and include all original packaging and accessories in the box. If you require an exchange or warranty service, please contact our support team for assistance at support@acaia.co.

 

Non-returnable Items

Some products are not returnable, including but not limited to what is listed below. Please contact our support team with any questions or concerns at support@acaia.co.

The following items are not eligible for returns:

  • Opened or used Pearl Protective Film
  • Worn or soiled apparel, merch, or fabric products
  • Digital goods such as gift cards

 

Print-On-Demand Items

Items labeled “print-on-demand” are subject to a modified returns process. Print-on-demand items that arrive damaged, misprinted, or do not appear as described (e.g., the printed image is incorrect or placed incorrectly, the product is the wrong size, color, or type, etc.), may be returned for a refund or exchanged for a replacement item. Our support team must coordinate a refund with a third-party company, and thus there may be delays in the returns process. Exchanges are dependent upon stock availability with a third party company and are subject to an additional lead time for processing and fulfillment.

Print-on-demand items that arrive in good condition may be returned if they are unworn and not soiled or damaged but will incur a restocking fee of 10-15% of the purchase price.

 

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