Refund policy
We stand behind our products. If for any reason you are not completely satisfied with your Escape Mail products, we have a simple refunds policy.
Escape Mail DO offer refunds on one of the following two conditions:
- Your product has not arrived after thirty (30) days from the date of purchase if shipping to a USA address, or forty-five (45) days from the date of purchase if shipping to a non-USA address, OR
- Your product was defective during production, or damaged during shipping.
If your product did not arrive, send us a message at info@theescapemail.com with your order ID, and if it has not arrived after 30 days or 45 days (depending on shipping destination as noted above) (1) we will issue you a refund or send an identical replacement product, whichever you want (2).
If your product arrived defective or damaged, send us a message at info@theescapemail.com with your order ID and a picture of the damaged product within 30 days from the date of purchase if the product was shipped to a USA address, or within 45 days if the product is shipping to a non-USA address (1). We will review it, and if approved will either issue you a refund or send you an identical replacement product, whichever you want (2).
(1) If you submit a claim for non-arrival or damage after the 30 days or 45 days (depending on the shipping address as noted above), you are ineligible for a refund or replacement unless otherwise agreed. If your picture is insufficient to prove the pre-arrival damage to the product, we will ask you to submit another picture. If after the second attempt we cannot see any damage we will close the request without refunding.
(2) Escape Mail reserves the right to decide unilaterally if we provide a refund or replacement, including (but not limited to) in the case of repeated claims and/or inventory concerns.
