Refund policy
Because many Turquoise Rabbit apparel pieces are produced specifically for a drop, preorder, or small-batch release, all apparel sales are final unless the item arrives damaged, defective, or incorrect.
Please carefully review the size chart and product details before ordering.
If you receive a damaged, defective, or incorrect item, contact The Turquoise Rabbit within 7 days of delivery with:
- your order number
- a description of the issue
- clear photos of the item
Approved issues will be handled with a replacement, exchange, store credit, or refund when appropriate.
Items that have been worn, washed, altered, stained, or damaged after delivery are not eligible for replacement.
I would use this stricter policy especially for your preorder drops. You can always soften it later once you’re carrying more ready-to-ship inventory. Shopify lets you publish a formal return/refund policy separately under Settings → Policies, so we should eventually make the wording there match what customers see in your FAQ.
Order changes or cancellations are not guaranteed.
If you need to request a change, contact us as soon as possible after ordering. Once production, printing, or fulfillment has begun, an order may no longer be changed or canceled.
For preorder items, orders generally cannot be canceled after the preorder window closes.