Returns & Refunds

Last updated: Oct 9, 2026

We want you to be happy with what you buy. This page explains how to cancel an order, return something you've changed your mind about, and what to do if an item is damaged or faulty. It doesn't affect your legal rights.

Cancelling before dispatch

You can cancel an order at any time before it's dispatched. Use our contact form, choose "Help with an order" and include your order number. The store credit you used is returned to your account in full.

Once an order has been dispatched it can't be cancelled, but you can return it as explained below.

Changed your mind? 30-day returns

You can return most items within 30 days of delivery if they are:

• unused and in the same condition you received them;
• in their original packaging; and
• complete, with all accessories and manuals that came with them.

Items we can't take back (unless they're faulty)

For hygiene and licensing reasons, we can't accept change-of-mind returns of:

• earbuds, in-ear headphones and other hygiene-sensitive items once their packaging or seal has been opened;
• software, including download codes, once the seal has been broken or the code has been revealed or used; and
• items that have been damaged, used or altered after delivery.

This doesn't affect your rights if an item is faulty.

How to return an item

• Use our contact form within 30 days of delivery. Choose "Returns or a faulty item" and tell us your order number and which item you'd like to return.
• We'll reply with instructions on how and where to send it, and we'll tell you whether there's a cost for return delivery before you send anything. Please don't send items back without contacting us first, as we may not be able to match them to your order.
• Pack the item securely, and keep your proof of postage until your return has been processed.

Your refund

Once we've received and checked the item, we'll refund the price you paid as store credit to your account and let you know. If an item comes back used or damaged, or doesn't meet the conditions above, we may not be able to accept it. If so, we'll tell you why and arrange to send it back to you.

Damaged, faulty or wrong items

Arrived damaged, or the wrong item

If an item arrives damaged, or you receive the wrong item, please tell us as soon as possible through our contact form, ideally with photos. We'll put it right by sending a replacement or refunding the store credit used, and we'll cover the cost of sending the item back.

Faulty items

Many products come with a manufacturer's warranty, and you can claim under it if an item develops a fault. Tell us and we'll help you with the claim where we can.

You also have legal rights under federal law and the law of the state where you live, including implied warranties. Nothing in this policy limits those rights.

Refunds as store credit

Because orders are paid for with store credit, refunds are made as store credit to your PAPA YES account. If the law where you live entitles you to a different kind of refund or remedy, we'll provide it. If you have questions about how a refund affects your weekly payment plan, ask us through our contact form.

Questions

If you're not sure whether you can return something, ask us through our contact form before you send it.