Refund policy

We accept returns up to 30 days after order placement, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return and up to a 15% restocking fee if it is assessed by our distributor.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can call or contact us at info@backwaterwarehouse.com. If your return is accepted, we’ll send you an RMA number as well as a return shipping address.  You will then need to ship your package to the provided address.  Returned items will be inspected and any that are incomplete or show wear or other damage will be assessed a restocking fee by our distributor, or may not be returnable depending on condition.  Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@backwaterwarehouse.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not and if a restocking fee will be assessed. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.