Refund policy

Returns & Refunds

This policy explains how to request help with an EastLyst order. The commercial conditions below do not limit your mandatory consumer rights.

Order cancellation

Email Jeff@eastlyst.com as soon as possible with your order number. We can cancel only if processing has not started. Once an order is being prepared or has shipped, cancellation may no longer be possible. Applicable statutory withdrawal rights remain available.

Requesting a return or exchange

For a return or exchange under our commercial policy, contact us within 20 calendar days of delivery. Include your order number, the item, the reason for your request and, for a product problem, clear photographs. We will assess the request and provide the relevant return address and shipping instructions.

Under this commercial policy, we do not accept returns simply because you changed your mind, dislike an item, chose the wrong size or made an ordering mistake. Any exchange we approve is subject to stock availability. These restrictions do not apply where you have a statutory right to withdraw or another mandatory remedy.

For an approved commercial return, dispatch the item within 3 calendar days of approval using the instructions provided. Do not send it to the parcel's sender address. This commercial deadline does not replace statutory return deadlines.

Item condition

Commercial returns must be unworn, unwashed and free of stains, odours or damage caused after delivery, with the original tags, accessories and packaging. Personalised items and opened hygiene-sensitive goods are excluded from discretionary returns. This does not remove rights relating to defective or incorrect goods.

Return costs and exchange fee

For an approved exchange unrelated to a fault or our error, you arrange and pay for return shipping and a US$5.99 exchange handling fee. We will explain any replacement shipping cost before you agree to the exchange. The handling fee does not apply to defective or incorrect goods, or to statutory withdrawal refunds. The return address is provided for each order; please contact us before sending anything back.

Damaged, defective or incorrect goods

Tell us promptly if an item arrives damaged, faulty or different from what you ordered. We will help arrange the appropriate remedy and cover the necessary return shipping for goods that are confirmed faulty, damaged on arrival or incorrectly supplied. Please avoid using the item and keep the packaging and photographs to help us investigate. Our 20-day commercial request period does not shorten any statutory guarantee or claim period.

Refunds

We will notify you of the outcome after reviewing a commercial return. An approved refund will be issued to the original payment method within 3 business days of approval. Your bank or payment provider may take additional time to credit your account. Any reduction for item damage or missing components will be explained and must be permitted by applicable law. Statutory refund deadlines take priority.

EU consumer withdrawal rights

For eligible online purchases delivered to consumers in the European Union, you may notify us of withdrawal within 14 days of receiving the goods, without giving a reason, and send them back within 14 days after that notice. Normal sale items are covered. Exceptions permitted by law include personalised goods and sealed hygiene-sensitive goods after their seal is broken.

You may inspect goods as you would in a shop. We may account for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning; missing packaging alone does not automatically cancel withdrawal rights. You bear direct return postage unless we agreed to cover it, failed to inform you of these costs before purchase, or the goods are defective or incorrect.

For a statutory withdrawal, we reimburse the applicable purchase amount and standard outbound delivery charge within 14 days of your notice, using the original payment method. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever comes first. No US$5.99 exchange fee applies to this refund.

Delivery problems and contact

If your parcel is missing, delayed or marked delivered but cannot be found, email us so we can investigate with the carrier. A carrier investigation does not replace your mandatory rights. Please check your delivery address carefully when ordering.

Questions or requests: Jeff@eastlyst.com.