Refund policy
At SCRUBHAUS, every item is made to order especially for you. Because of this, please read our Refund & Return Policy carefully before placing your order.
Returns & Exchanges
Since all of our products are made to order, we do not accept returns or exchanges for the following reasons:
- Incorrect size selected.
- Change of mind.
- Ordering the wrong product or color.
- Incorrect shipping address provided.
- No longer wanting the item after purchase.
We strongly encourage customers to review our Size Guide before placing an order.
Can I return my order if I change my mind?
Unfortunately, no. Because every product is custom-made after your order is placed, we cannot accept returns or issue refunds for change of mind, incorrect size selection, or accidental purchases.
Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged during shipping.
- Defective due to a manufacturing issue.
- Incorrect (wrong item, design, size, or color).
Please contact us within 7 days of receiving your order.
To help us resolve your claim quickly, please provide:
- Your order number.
- Clear photos of the item.
- A brief description of the issue.
After reviewing your claim, we'll either send a replacement or issue a refund, depending on the situation.
How long does it take to receive a replacement?
Once your claim has been approved, your replacement order will be processed and shipped within 7–9 business days.
How will I know if my claim has been approved?
Our support team reviews all claims as quickly as possible. You'll receive a confirmation email within 1 business day informing you whether your request has been approved and what happens next.
Refunds
If your refund request is approved, your refund will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.
Order Cancellation
If you need to cancel or modify your order, please contact us as soon as possible.
- Within 12 hours of placing your order: Eligible for a full refund.
- After 12 hours but before production begins: A 50% cancellation fee will apply.
- Once production has started: Orders cannot be canceled, modified, or refunded because each item is made specifically for you.
Lost Packages
What if my package is lost?
If your tracking information shows no movement for 14 consecutive days, please contact us.
After confirming the shipment has been lost with the shipping carrier, we'll send you a replacement at no additional cost.
Items Not Eligible for Refunds
Refunds or replacements will not be issued for:
- Incorrect size selected by the customer.
- Incorrect shipping address provided by the customer.
- Refused deliveries or unclaimed packages.
- Minor color differences caused by monitor or screen settings.
- Shipping delays caused by weather, customs clearance, carrier delays, holidays, or other circumstances beyond our control.
Need to Return a Defective Item?
In most cases, you do not need to return the defective item. After reviewing your photos, our support team will let you know if a return is required.
Shipping Costs
Shipping charges are non-refundable, except when the item received is defective, damaged, or incorrect due to our error.
Contact Us
If you have any questions regarding this Refund & Return Policy, please contact us.
Email: support@scrubhaus.com
Our customer support team typically responds within 24–48 business hours and is always happy to assist you.