Refund policy
You have 60 calendar days from delivery to return most items. How you get your money back is your choice:
| You choose | You receive |
|---|---|
| Store credit | Full item value — no restocking fee |
| Exchange | Full item value plus a 5% credit bonus toward your new order |
| Refund to original payment method | Item value less a 10% restocking fee |
Items that arrive damaged, defective, or incorrect are always refunded in full — no restocking fee, and return shipping is on us.
Last updated: August 28, 2026
Eligibility
Items are eligible for return within 60 calendar days from delivery if they meet these conditions:
- Items are in their original packaging
- All tags and labels are still attached
- Items are in new, unused condition
You don't need a printed receipt — we look up your order in the returns portal.
Not eligible for change-of-mind returns: final sale items, food items, and recurring subscription orders.
Consumables and personal care products — soaps, detergents, cleaning products, refills, seeds, and similar items — can be returned for change-of-mind reasons only if they are unopened with any seal intact. Once opened, these products can't be resold or safely passed on to another customer.
Your first subscription order is returnable under the standard 60-day terms above. Recurring orders after that are not — but you can cancel or change your subscription at any time from your account, and we won't charge you for a shipment you cancel before it's billed.
These exclusions cover change-of-mind returns only. Any item — including final sale, subscription, food, and consumable items — that arrives damaged, defective, spoiled, expired, leaking, mislabeled, or incorrect is fully refundable, opened or not, with return shipping covered by us. See Damaged, defective, or incorrect items below.
Changing or cancelling an order
Just placed an order and need to change or cancel it? Message us through the chat widget on our website within 1 hour of purchase and we'll modify or cancel it at no cost to you.
Our chat assistant is available 24/7. To find your order it will ask you for two things, so have them ready:
- The email address you used to place the order
- Your order number, which starts with CLS — it's at the top of your confirmation email
Please stay in the chat until the assistant confirms your change or cancellation, so you know it went through. If you get disconnected, don't worry — your request counts from the time you sent it, not from when it finishes processing. Just reply in the same chat or email us and we'll pick up where you left off.
After that first hour your order moves into fulfillment and we can no longer stop it. You're still fully covered by the 60-day return policy above, and by the Right of Withdrawal if you're in the EU or EEA. This 1-hour window is an extra convenience — it does not limit any of your return or withdrawal rights.
Cancelling a subscription works differently. Manage, pause, or cancel a subscription at any time from your account page — no chat needed, and no time limit. The 1-hour window applies only to individual orders.
Process
- Start your return at our returns portal
- Select the items you want to return and choose your reason
- Upload photos of the items if the portal asks for them
- Choose your outcome — store credit, exchange, or refund to your original payment method
- Print your return label — we email it to you instantly. The label shows the correct return address; please don't ship returns anywhere else.
- Package the items securely in their original packaging with tags attached, and drop off your shipment
We process your return within 3–5 business days of its arrival. If your return is approved without a shipment back to us, we process it within 3–5 business days of your request.
Refunds
Once your return passes inspection:
- Store credit — issued at full item value, no restocking fee. Store credit does not expire.
- Refund to your original payment method — issued at item value less a 10% restocking fee, which is deducted when the return is processed. Allow 5–7 business days for the funds to appear.
If you did not purchase Checkout+ return coverage, the cost of your return label is also deducted. See Return shipping and Checkout+ below.
Worked example. On a $50 item, choosing store credit gives you $50 in credit. Choosing a refund to your card gives you $45. If you didn't buy Checkout+ and your return label costs $7, you'd receive $50 minus $7 in credit, or $45 minus $7 to your card.
Original shipping charges. The shipping you paid at checkout is not refunded on change-of-mind returns. It is refunded in full when the return is our error — a damaged, defective, or incorrect item.
The 10% restocking fee never applies to items that arrive damaged, defective, or incorrect, to items we shipped in error, to store credit refunds, to exchanges, or to EU/EEA withdrawals (see Right of Withdrawal).
Exchanges
- Exchange for any product in our store within the same 60-day window
- You receive the full value of your returned item plus a 5% bonus in store credit to put toward the exchange
- No restocking fee applies to exchanges
- If your new item costs more than your credit, you pay the difference at checkout. If it costs less, the remainder stays in your account as store credit
- If you did not purchase Checkout+, the cost of your return label is deducted from your exchange credit
Return shipping and Checkout+
Checkout+ is our optional return coverage, added to your order at checkout.
- With Checkout+ — your return or exchange shipping label is free
- Without Checkout+ — you pay for the return label. Generate it in the returns portal; its cost is deducted from your refund, store credit, or exchange credit
- Always free, with or without Checkout+ — return shipping on items that arrive damaged, defective, or incorrect
Damaged, defective, or incorrect items
If something arrives damaged, defective, or isn't what you ordered, we'll make it right:
- Full refund of the item price and the original shipping you paid — no restocking fee
- Free return shipping, whether or not you purchased Checkout+
- Photos are required. Upload them through the returns portal when you start your claim
- Contact us as soon as you notice the problem so we can resolve it quickly
International returns
Returns are shipped to the address shown on the label provided through the returns portal. Some items ship from our partner makers rather than from our own warehouse, so please use the label the portal gives you rather than sending returns to any other address.
For some items — particularly opened consumables that can't be resold — we may approve your refund without asking you to ship anything back. If that applies, the portal will tell you when you start your return, and we'd encourage you to pass the product on to a friend, neighbor, or local organization that can use it.
Prepaid return labels are available for US domestic returns only. If you are returning from outside the United States, you may still return an eligible item, but you are responsible for international return shipping and any customs or duty charges, and we cannot provide a prepaid label.
Orders placed through a marketplace may be subject to that marketplace's own return terms — please check with them directly.
Customers in the EU and EEA: see Right of Withdrawal below. Different rules apply, and they take precedence over this section.
Right of Withdrawal (EU and EEA customers)
Under the EU Consumer Rights Directive (2011/83/EU), if you are a consumer in the EU or EEA you may withdraw from your purchase within 14 days of receiving your order, without giving any reason. This right is separate from, and in addition to, the 60-day return policy above.
How to withdraw. Use our withdrawal portal, or send us any clear statement of your decision to withdraw — email is fine. You may use the model withdrawal form at the end of this section, but you are not required to.
What we refund. We refund the full price of the goods plus the standard delivery cost you paid on the original order. If you chose a delivery method more expensive than our standard option, we refund the standard rate.
No fees are deducted. The 10% restocking fee described above does not apply to withdrawals.
Return shipping. Under Article 14(1) of the Directive, you are responsible for the cost of returning the goods. A prepaid label is available through the withdrawal portal; if you use it, the label cost is deducted from your refund.
When you get your money. We issue your refund within 14 days of being notified of your withdrawal, using the same payment method you used to order. We may hold the refund until we have received the goods back, or until you provide proof that you have shipped them — whichever happens first.
Exceptions. Under Article 16 of the Directive, the right of withdrawal does not apply to certain goods, including digital content, perishable goods, sealed personal hygiene or health products once unsealed, and personalized or custom-made items.
Model withdrawal form — complete and return this only if you wish to withdraw:
To Closiist Corporation: I hereby give notice that I withdraw from my contract of sale for the following goods: Ordered on / received on: ____________ Order number: ____________ Name of consumer: ____________ Address of consumer: ____________ Signature (only if this form is sent on paper): ____________ Date: ____________
Contact
Questions about a return? Reach us through the returns portal or email our support team. We're glad to help.
Updates
We may update this policy from time to time. The date it was last revised appears at the top of this page.