Refund policy

1. General Return Eligibility & Timeframe

We offer a 30-day return window starting from the date customers receive and sign for their package. All return requests must be submitted to our support email info@thedustpanandbrushstore.shop within this 30-day period to qualify for review. No return applications will be accepted once the 30-day window expires.
To be eligible for return or full refund, returned items must meet all the following intact conditions:
  • Original retail packaging, instruction manuals, charging cables, replacement brush heads, squeegee blades, beauty tools, mop pads, buckets and all factory accessories are complete and undamaged;
  • Products show no heavy wear, deep scratches, stains, permanent discoloration, missing parts or irreversible damage caused by improper use, modification or long-term heavy cleaning work;
  • Electric items (electric brushes, lint removers) have not suffered water damage, battery swelling, broken circuits or unauthorized disassembly;
  • Sealed beauty kits can be returned only if the internal personal care tools have not been used on skin for hygiene purposes; used beauty grooming sets are non-refundable for sanitary safety.

2. Scenarios That Qualify for Free Return & Full Refund (We Cover All Shipping Costs)

We bear all inbound and outbound shipping fees if your order encounters any of the below issues:
  1. Manufacturing defects: electric brushes fail to charge, lint removers stop working, squeegee rubber falls off, mop frames crack, floor brushes shed bristles out of factory;
  2. Damaged goods upon delivery: broken buckets, cracked cleaning devices, crushed beauty sets, dented broom handles caused by transit rough handling;
  3. Wrong or missing items: we shipped incorrect product variants, missed mop attachments, beauty tools or cleaning accessories as listed in your order;
  4. Product description mismatch: the received item’s size, function, material is drastically inconsistent with the official listing on https://thedustpanandbrushstore.shop.
For the above cases, please attach clear photos or short videos showing the defect, damage or discrepancy when emailing info@thedustpanandbrushstore.shop. We will send a prepaid return shipping label after verification, and issue a full refund including original order shipping cost once we receive and inspect the returned merchandise.

3. Voluntary Unwanted Returns (Customer Responsible for Return Shipping Fees)

If you simply change your mind, ordered the wrong size, purchased duplicate cleaning tools, or the product does not fit your household needs with no quality defects, you may still return eligible intact items within 30 days.

Key rules for voluntary returns:
  • All return shipping charges, customs duties and handling fees are fully covered by the customer; we will not reimburse any outbound shipping cost from your original purchase;
  • A restocking fee of 15% of the item’s subtotal will be deducted from your final refund to cover inspection, repackaging and restorage labor;
  • Refunds will only be processed after we receive, inspect and confirm the returned goods are resalable in original condition.

4. Non-Returnable & Non-Refundable Items

The following categories cannot be returned or exchanged under any circumstance:
  1. Heavily used, stained or sanitized cleaning products: mops, floor brushes, buckets, squeegees that have been used for heavy home cleaning with permanent dirt buildup;
  2. Beauty grooming kits with opened/used facial, eyebrow or skin tools for hygiene protection;
  3. Disposable replacement accessories: single-use lint remover blades, disposable mop pads, one-time brush refills;
  4. Custom modified items or products disassembled, repaired or altered by customers without official guidance;
  5. Clearance, flash sale, final discounted marked items explicitly labeled “All Sales Final” on product pages;
  6. Orders placed more than 30 calendar days after delivery confirmation.

5. Order Cancellation Before Shipment

If your order has not been dispatched by our warehouse, you may send a cancellation request via info@thedustpanandbrushstore.shop to receive a 100% full refund with no deductions.

Once the shipping label is generated and the parcel is handed over to logistics carriers, the order cannot be cancelled; you must follow the standard return process after receiving the package.

6. Step-by-Step Return Application Process

  1. Send a formal return request email to info@thedustpanandbrushstore.shop with the following mandatory information: full name, Shopify order number, list of items you wish to return, clear reason for return, and supporting media (photos/videos for damaged/defective goods);
  2. Our customer support team will review your request within 24–48 business hours and reply with approval, return shipping instructions or additional evidence requests;
  3. For approved defective orders: we will attach a prepaid shipping label in the reply email; print the label and securely re-pack all products with full original accessories;
  4. For voluntary self-paid returns: we will provide our designated receiving warehouse address; affix your own shipping label and send the parcel with a trackable courier service;
  5. Send the tracking number of your return package back to info@thedustpanandbrushstore.shop for file recording;
  6. Our quality team will inspect returned goods within 3–5 business days after arrival; once inspection passes, we initiate your refund automatically.

7. Refund Processing & Payment Timeline

All refunds will be issued via the original payment method you used at checkout (credit card, PayPal, debit card, etc.).
  • Payment platform processing delays may take 5–15 business days to reflect the fund back into your account, depending on your local financial institution;
  • Partial refunds are available if you only return part of your order; the refund amount is calculated based on returned item subtotal minus applicable restocking or shipping fees;
  • Store credit alternative: upon customer request, we can issue equivalent store credit instead of cash refund, which can be used for any future purchases on https://thedustpanandbrushstore.shop with no expiration date.

8. Exchange Policy Alternative

Instead of returning for a refund, you may apply for an exchange within the 30-day return window for intact, undamaged products:
  1. For manufacturer defective items: we cover all round-trip shipping fees to send you a brand-new replacement unit;
  2. For voluntary exchange (wrong size/variant): customer pays all return and re-delivery shipping fees, plus the 15% restocking charge on the original product.

    Exchanges are subject to in-stock availability of your desired replacement cleaning tool, electric brush, lint remover or beauty set variant. If the requested item is out of stock, we will switch your application to a standard refund automatically.

9. Contact Support for Policy Clarification

For any questions regarding return eligibility, refund calculation, shipping labels or exchange arrangements, reach our dedicated service team anytime at info@thedustpanandbrushstore.shop. Our official website https://thedustpanandbrushstore.shop hosts all updated policy versions for your permanent reference.

Direct Usage Note

  1. No blank fillable placeholders, brackets or missing information; copy the full text directly into Shopify Pages backend for public display;
  2. Fully compliant with Shopify official policy page format standards, tailored to home cleaning & beauty small appliance cross-border store operation;
  3. Distinct clauses for electric cleaning devices and personal beauty kits to reduce customer hygiene & quality dispute risks;
  4. Fixed official website URL and support email embedded permanently without modification required.