Refund policy

At Adler Bay, we are committed to delivering high-quality products and a reliable customer experience. If you are not fully satisfied with your purchase, we’re here to help.

Return Policy Summary

  • Return Period: 15 days from delivery date
  • Refund Processing Time: 5 business days from receipt
  • Return Shipping Costs: Covered by the customer
  • Restocking Fee: No restocking fee

Return Window

We offer a 15-day return window, starting from the day you receive your order. Please initiate your return within this period.

Eligibility Requirements

  • We accept returns for defective and non-defective products as well as exchanges.
  • Items must be in original condition: unworn, unused, with all original tags and packaging intact. 
  • Proof of purchase (receipt, order number, or confirmation email) is required.
  • Return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrect.
  • Original shipping fees are non-refundable.

Non-Returnable Items

The following items cannot be returned due to hygiene and customization policies:

  • Gift cards
  • Personalized or custom-made products
  • Final sale items
  • Perishable, flammable, or personal care goods

    If you’re unsure whether your item is eligible, please contact us before initiating a return.

    How to Start a Return

    Simply email us at support@adlerbay.com with your order number and a brief reason for return or exchange. Our team will guide you through the necessary steps.

    • Please confirm the return address with our team before shipping.
    • Use a tracked courier and share the tracking number once shipped.

    Refund Process

    • Once your return is received and inspected, we will notify you via email regarding the refund approval status.
    • Refunds will be processed and issued within 5 business days to the original payment method from the date we receive the returned item.
    • Please allow an additional 3-5 business days for your bank or credit card provider to process the refund.
    • Restocking fees: $0 - we do not charge any restocking fees for returns.

      Exchanges

      For a different size, color, or product, the fastest method is to return the original item, refer to How to Start a Return, and place a new order after your return is accepted. Otherwise, email us at support@adlerbay.com and we will help you initiate a return and exchange.

      Damages and Issues

      Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us within 7 days at support@adlerbay.com. We’ll arrange a replacement or full refund and cover return shipping for these cases.

      Cancellations

      We process orders promptly to ensure timely delivery. If you need to cancel your order, please contact us as soon as possible.

      • Cancellation before shipment: A full refund will be issued.
      • Cancellation after shipment: Orders that have been shipped cannot be canceled but may be eligible for a return under our standard return policy.

      Customs Clearance

      We are not responsible for delays caused by customs procedures in the destination country. Clearance and release timelines are set by local authorities.

      European Union 14 day cooling off period

      Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

      Store Information

      Customer Service Hours: Monday to Friday, 9:00AM to 8:00PM (PST)

      Response Time: Our customer service will respond within 1-3 business days.