Order cancellations
To request a cancellation, email us within 24 hours of placing your order. Because pieces are made to order, we cannot guarantee a cancellation after production has begun.
Returns
Contact us within 14 days of delivery to request a return. To be eligible, the piece must be unused, undamaged, and unaltered, with its original packaging. The removable adhesive backing must not have been applied.
Please wait for return approval and instructions before sending anything back. Returns sent without authorization may not be accepted.
Product appearance
Each piece is handcrafted with the water pattern and shoreline placement shown in its product photos. If your piece does not match the product you ordered, contact us using the damaged or incorrect order instructions below. You may also request a return if you change your mind, subject to the return conditions above.
Items that cannot be returned
- Pieces with the adhesive backing applied.
- Used, damaged, altered, or incompletely packaged pieces.
- Personalized or specially customized orders.
- Items marked final sale before purchase.
Damaged or incorrect orders
If your order arrives damaged or you receive the wrong item, contact us within seven days of delivery. Include your order number and clear photos of the piece and packaging. If the issue is confirmed, TidePour will arrange a replacement or refund and cover the return shipping when a return is required.
Return shipping and refunds
For standard returns, the customer is responsible for return shipping and the original shipping charge is not refundable. Use a tracked service and pack the piece securely; TidePour is not responsible for return packages lost or damaged in transit.
After an approved return is received and inspected, we will email you with the outcome. Approved refunds are issued to the original payment method within seven business days after we receive and inspect the return. Bank and payment-provider processing times may vary.
Start a return
Email sales@tidepour.com with your order number, the reason for the request, and photos when relevant. This policy does not limit rights available under applicable law.