At a glance
This policy explains when ContextWrap may provide a cancellation, refund, or replacement.
Change-of-mind cancellations
You may request cancellation for change of mind only before shipment.
Cancellation eligibility is based on when the request is received in our support system. An order is considered shipped when it has been physically handed to the carrier; creating a shipping label alone does not count as shipment.
Once an order has shipped, change-of-mind cancellations and returns are not available, except where required by applicable law.
Eligible order issues
You may contact us for review if:
- Your order was not delivered;
- Your product arrived damaged;
- You received an incorrect product;
- The product has a verified quality defect; or
- The product is materially different from the description on the product page.
Claim windows
Product problem
For a damaged, incorrect, defective, or materially different product, contact us within 30 calendar days after delivery.
Non-delivery
For non-delivery, contact us after the 5–8 business-day delivery estimate has passed if the package has not arrived.
A non-delivery claim must be submitted no later than 30 calendar days after the eighth business day following shipment. A later estimate shown only in carrier tracking does not shorten, extend, or restart this claim window.
If ContextWrap and you expressly agree in writing to a different delivery date, the 30-day period runs from that agreed date.
These claim windows do not limit rights that cannot be waived under applicable law.
How to submit a request
Email [email protected] and include:
- Your order number;
- The email address used for the order;
- A description of the issue; and
- Photos or other reasonable evidence when relevant to the issue.
We will request only evidence reasonably related to reviewing the claim.
Physical returns
For most eligible claims, a physical return is not required. If we determine that a physical return is necessary, we will provide instructions before the item is sent.
Review and remedies
After our review, an eligible claim may result in:
- A full refund;
- A partial refund, where appropriate and agreed;
- A replacement, subject to availability; or
- Another remedy required by applicable law.
We will explain the approved remedy before completing it. We do not offer traditional product-for-product exchanges. When appropriate, we may provide a replacement or you may place a new order.
Refund timing
We will initiate an approved refund to the original payment method within 7 business days after approval.
For an eligible pre-shipment cancellation, eligibility is determined by the time the request reaches our support system. We will confirm the cancellation and initiate the refund within 7 business days after the request is received.
We will initiate a refund required because of a shipping-delay cancellation within 7 business days after the cancellation takes effect.
Your bank or payment provider may require additional time to post the refund to your account. We will not replace a required monetary refund with store credit unless you agree.