Refund policy
7. Incorrect shipping address
If a package is returned to us or delivered to the wrong location because the address you provided was incorrect or incomplete, you are responsible for reshipping costs. Refunds in this circumstance are limited to the product cost minus original shipping; reshipment requires payment of new shipping charges.
8. Return shipping
If your return is approved:
- You are responsible for return shipping costs unless the item is verified defective per Section 5.
- We strongly recommend purchasing tracking and insurance for your return — we cannot issue a refund for a return we do not receive.
- Send your return to the address provided in your return authorization email. Returns sent without prior authorization will not be accepted.
9. Restocking fee
A 15% restocking fee applies to non-defective returns valued over $75. This covers inspection, repackaging, and the loss of original protective packaging materials. The restocking fee is deducted from your refund and disclosed in your return authorization.
10. Refund processing
Once your return is received and inspected (typically within 3 business days of delivery):
- Approved refunds are issued to the original payment method within 5–10 business days of inspection.
- We will email you to confirm approval, partial approval, or denial along with the reason.
- Your bank or card issuer may take additional time to post the refund to your statement; this is outside our control.
Refunds will not be issued to a different payment method, gift card, or third party.
11. Exchanges
We offer exchanges only for items damaged in transit (per Section 5). For all other cases, return the original item for a refund and place a new order. This keeps our process clean and your inventory accurate.
12. Store credit option
In place of a refund, you may elect to receive store credit in the full amount of the item price (no restocking fee), issued as a code valid for 12 months. We encourage this option — it's faster, simpler, and gives you full purchasing power back.
13. Dispute resolution and chargebacks
If you are unsatisfied with a resolution, we ask that you contact us at [hello@thegatheredvine.co] and allow us 5 business days to respond before initiating a payment dispute or chargeback.
We document every customer interaction and retain photo records, tracking data, and policy acknowledgments. In the event of a chargeback filed before good-faith resolution attempts, we will submit this documentation to the card issuer.
14. Right to refuse service
We reserve the right to refuse service to customers who:
- File chargebacks without first contacting us,
- Submit fraudulent damage claims,
- Have a pattern of returns inconsistent with normal use,
- Engage in abusive or threatening communication.
Refusal of service does not relieve our obligation under applicable consumer-protection law in your jurisdiction.
15. EU, UK, and Australia residents
If you are located in the European Union, the United Kingdom, or Australia, you may have additional statutory rights — including, in the EU/UK, a 14-day right of withdrawal on non-personalized items under the Consumer Rights Directive, and statutory guarantees in Australia under the Australian Consumer Law. Where local law provides greater consumer rights than this policy, local law controls for that purchase only.
To exercise your statutory rights, contact us with your order number and a clear statement of intent.
16. Contact
Email: [hello@thegatheredvine.co] Response time: within 2 business days Business hours: Monday–Friday, 9am–5pm ET
By placing an order, you acknowledge that you have read and agreed to this Refund & Returns Policy. We may update this policy from time to time; the version in effect at the time of your purchase governs your order.