Refund policy
We want you to end up with gear you actually use. If something isn't right, you have 30 days from delivery to ask for a return.
What we can take back
Items must be unused, unwashed, and in their original packaging.
Our products touch paint and water, so once something has been used it can't be sold to anyone else - a towel that has been through a wash cycle or a mitt that has been on a car is no longer new. Open the packaging far enough to see what you've got, and no further, if you think you might send it back.
What we can't take back
- Items that have been used, washed, or laundered
- Items missing their original packaging
- Anything returned more than 30 days after delivery
Starting a return
Email support@nytride.com with your order number and what you'd like to send back. We reply within one business day with the return address and instructions. Please don't ship anything back before you hear from us - we can't match an unannounced parcel to your order.
Who pays return shipping
You do, unless the problem is ours. We refund the price of the product; the original shipping charge isn't refunded.
If we sent the wrong item, or it arrived damaged or defective, we cover return shipping and refund you in full, shipping included.
Refunds
Once your return reaches us and we've checked it over, we refund to your original payment method within 5 business days. Your bank or card issuer may take a few days more to show it.
Damaged on arrival
Photograph the box and the item before you do anything else, then email us within 7 days of delivery. We'll replace it or refund you, your choice.
Cancelling an order
We can cancel any time before an order ships, for a full refund. That includes orders waiting for the first run, right up until they ship. Email us as soon as you can. Once it's shipped, it becomes a return.
Exchanges
We don't process direct exchanges. Return the item for a refund and place a new order - it's faster than holding your money while a parcel crosses the country.
Questions
Email support@nytride.com.