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 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

  • 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.
  • A 20% restocking fee applies to returns on orders over $100.

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.

Refunds

Once your return is received and inspected, we’ll process your refund, return, or exchange within 1–5 business days.

  • If approved, refunds are issued to your original payment method within 10 business days.
  • Your bank or card provider may take an additional 3–5 business days to post the refund.
  • If 15 business days have passed since approval and you haven’t received your refund, contact us at support@adlerbay.com.

Exchanges

For a different size, color, or product, the fastest method is to return the original item and place a new order after your return is accepted.

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.

Order Cancellations

If you need to cancel, email us right away at support@adlerbay.com.

  • Before processing: full refund.
  • After processing but before shipment: partial refund may apply depending on fulfillment status.
  • After shipment: orders can’t be canceled but may be returned under this policy.

Non-Returnable Items

For hygiene, customization, or safety reasons, we cannot accept returns for:

  • Gift cards
  • Personalized or custom-made items
  • 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.

EU 14-Day Cooling-Off Period

Customers in the European Union may cancel or return orders within 14 days for any reason. Items must be unused, with tags and original packaging intact, and proof of purchase is required.

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.

Customer Support

Phone: +1 778 798 3532
Email: support@adlerbay.com

Mailing Address:
MOAR Brands Corp.
329 Howe St, Unit #998
Vancouver, BC, Canada V6C 3N2

Last updated: October 23, 2025