Refunds & Returns

Last updated 6 September 2026. This policy sets out how returns work when you buy from us in the United States.

15 days to change your mind

Our products can be returned within 15 days of the original purchase, for any reason. This is our own published policy: no United States federal law requires a change-of-mind period on an online purchase, and we offer one because we would rather you ordered with confidence. To start a return, email us at theteam@customersupport.care with your order number.

To be eligible, the product must have been purchased from this website in the last 15 days, be in its original packaging, and come back with your receipt, order confirmation or other proof of purchase. You pay the cost of returning the goods unless the item is faulty. We refund the price you paid for the goods, back to the payment method you used, or held as credit against a future order if you would rather.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurement, so the change-of-mind window above covers a hammock or a stand exactly as it covers a bug net, a rain fly or a pillow.

We would still rather you ordered the right thing first time. If you are not sure which hammock size suits your span, whether a chair will fit the balcony, or how much room a stand needs, email us at theteam@customersupport.care before you order and we will work it out with you.

Faulty, damaged or incorrect items

This part applies to everything we sell, and nothing above affects it.

Whatever the window above says, we stand behind what we sell: it should arrive undamaged, do the job it is sold for, and match its description. If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. For a serious problem you can have a replacement or a refund; for a smaller one we will repair or replace the item. We cover the cost of shipping a faulty item back, and none of this affects any right you have under United States federal or state law.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back: items must go back to the warehouse your order shipped from, so this makes sure the return reaches the right place and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement.

We cannot accept returns of items bought from a third party retailer rather than from this website.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 hours of ordering, so if you need to change or cancel a paid order, contact us as soon as you can, ideally within 12 hours, and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start. Your rights under United States federal and state law are not affected by anything on this page.