Our policy

BUILT TO SEND will accept, for return or exchange, items that are in new condition, unused, unaltered and free of damage by the customer as long as the return or exchange is initiated within 21 days of the order ship date. For a full refund or exchange, mail out your item within 21 days from the receipt of original order.  Please note, refunds are exclusive of shipping cost. Items must be returned with all BUILT TO SEND tags still attached and must be in their original packaging.

How to return or exchange your order

Please contact us by email using to initiate your return, so we can issue you with a return form to track your item. Please insure the package for the full retail value of the shipped products, as we will not be liable for any damage or loss incurred in transit. If you wish to exchange your item for a different product, you must return the original item and purchase the new item separately – this can be done in any order.  

Once we receive your package, we will process your return within 5 business days.


Refunds will be made in the form of the original payment where the same credit card used for purchase will be credited with a refund. While we process returns within 5 business days from the day we received the items, card refunds may take up to ten business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.