Returns & Refunds policy

1. Overview

We want you to be completely satisfied with your purchase. If you are not satisfied with your purchase, we offer a straightforward return policy to make the return process as simple as possible.

2. Eligibility

• Time Frame: You may return eligible items within 15 days from the date of receipt (pickup or confirmed delivery).

• Condition: To be eligible for a return, items must be in their original condition, unused, and in the original packaging (or capable of being repackaged) with all tags and labels attached.

• Custom Items: Custom items are not eligible for return. After customization, they cannot be resold.

3. How to Initiate a Return

• Contact Us: Send an email to mainstreetemarket@gmail.com with the subject line "Return Request" and include the following information:

  • Your Name

  • Your order number

  • Item(s) you wish to return

  • Reason for the return

• Wait for Authorization: Our customer support team will review your request and provide you with a Return Authorization (RA) number if your return is approved.

• If you picked up your order locally, please return item(s) to the same pickup location within 3 days of RA confirmation. If it was shipped to you, pack the item(s) securely and include the RA number on/in the package. Ship the item(s) to the address provided with the RA number within 3 days of RA confirmation.

4. Return Shipping

• Return Shipping Cost: Customers are responsible for the cost of return shipping unless the return is due to our error or a defective product.

• If return is due to an error on our behalf or that of our small business partners, a return shipping label will be provided to you in your RA email.

• Return Shipping Method: We recommend using a trackable shipping service and retaining a copy of the tracking number for your records. We are not responsible for lost or damaged returns.

5. Refunds

• Refund Process: Once we receive and inspect the returned item(s), we will process your refund within 5 business days. The refund will be issued to the original payment method used for the purchase.

• Restocking Fee: A restocking fee of up to 15% may apply to returns, depending on the condition of the returned item(s). This fee covers the cost of inspecting, repackaging, and restocking the item(s). Should a restocking fee be deemed necessary, you shall be informed in writing through the RA communication email feed.

• Item used/damaged: If an item has been returned and is clearly used or damaged in a way that is determined to be the fault of the consumer, a refund will NOT be initiated. You will be informed of this in writing through the RA communication email feed.

6. Exchanges

• We do offer direct exchanges if you are local and can make a switch at a local pickup partner. To initiate an exchange, please follow the procedures above with the addition of “exchange request” in the subject line of your email. Exchanges will be approved on a case-by-case basis.

• If you are not local, or cannot make it during normal hours of operation of the pickup partner, and wish to exchange an item, please follow the return process outlined above and place a new order for the replacement item.

7. Damaged or Defective Items

• If you receive a damaged or defective item, please contact us immediately (within 2 business days of receipt). We will arrange for a replacement or refund, including return shipping costs, as applicable. Send email to mainstreetemarket@gmail.com and use the urgent priority tag for your email with “urgent” in the subject line. Include an image of the item to confirm damage whenever possible.

8.Gift Wrapping:

• Costs associated with gift wrapping will NOT be refunded. If gift wrapping is requested for the replacement, it may be included if the reason for return is deemed to be the fault of the small business provider, but not for exchanges due to preference.
  

9. Contact Us

• If you have any questions or need assistance with your return, please contact our customer support team at mainstreetemarket@gmail.com or 518-620-7814.