Refund policy
RETURNS, REFUNDS, CANCELLATIONS & FREIGHT DAMAGE
Last updated: August 23, 2026
PLUÜM sells products that are fulfilled directly by independent suppliers and manufacturers. Return eligibility, freight handling, cancellation terms, restocking charges, and warranties are therefore governed by the applicable supplier or manufacturer rules for the product purchased. If a product page, written quotation, or order-specific notice contains stricter terms, those terms control. Nothing in this policy limits rights that cannot legally be waived.
RETURN WINDOW
Contact PLUÜM within 30 days after delivery to request a return for an eligible item. A request is not an approval. Every return requires written authorization and return instructions before anything is shipped. Do not send products to PLUÜM, a supplier, or a manufacturer without authorization; unauthorized returns may be refused and may not be refunded.
ELIGIBLE CONDITION
Unless the item arrived damaged, defective, or incorrect, it must be unused, uninstalled, unassembled, unmodified, and in resalable condition with all original packaging, pallets, tags, manuals, parts, and accessories. Keep all packaging until you have inspected and accepted the item.
FREE RETURN LABELS
PLUÜM will provide a prepaid return label at no charge when an eligible item arrives damaged, defective, or incorrect and the supplier approves and funds the return. A change-of-mind return is free only when PLUÜM confirms in writing that the applicable supplier has approved a no-cost label. Otherwise, the customer is responsible for insured return freight. Original delivery charges and upgraded or special-delivery fees are non-refundable.
RESTOCKING AND OTHER SUPPLIER FEES
Some suppliers impose restocking fees of up to 25%, and certain shipped orders can incur carrier rerouting, redelivery, cancellation, or recovery charges. If an eligible return will carry a supplier fee, PLUÜM will disclose the known amount or method of calculation before the customer accepts the return authorization. PLUÜM does not add a separate return fee beyond costs imposed by the supplier, manufacturer, or carrier.
DAMAGED, DEFECTIVE, SHORT, OR INCORRECT ORDERS
Inspect all packages immediately. For freight deliveries, inspect before signing, note visible damage or shortages on the delivery receipt or bill of lading, and photograph the packaging and product. Report visible damage, shortages, defects, or an incorrect item to getpluum@gmail.com within 48 hours of delivery. Include the order number, shipping label, delivery receipt, and clear photos or video of the packaging and affected item. Do not assemble, install, discard packaging, or attempt repairs before receiving instructions. Late or incomplete evidence can affect carrier or supplier approval.
NON-RETURNABLE ITEMS
The following are not eligible for change-of-mind returns: installed, assembled, used, modified, or customer-damaged products; custom, personalized, made-to-order, or special-order items; clearance or final-sale items; gift cards; hazardous or flammable materials; personal-care goods; and any product identified as non-returnable by its supplier or manufacturer. These limits do not prevent a valid claim for an item that arrived damaged, defective, or incorrect.
CANCELLATIONS
Contact PLUÜM immediately to request cancellation. Cancellation is not guaranteed. An unfulfilled order may be canceled only if the supplier accepts the request before shipment or production begins. Once an order has shipped, entered production, or been committed to freight, it is governed by the return rules and may be subject to supplier cancellation, rerouting, restocking, or recovery charges. Any known charge will be disclosed before PLUÜM completes a customer-requested cancellation when practical.
REFUNDS
Refunds are issued to the original payment method only after the supplier or manufacturer receives, inspects, and approves the returned item, or approves a damage claim. Approved refunds are generally processed by PLUÜM within 10 business days after supplier approval, less any disclosed supplier, carrier, non-refundable shipping, or restocking charges. Financial institutions may need additional time to post the credit.
EXCHANGES
Unless a supplier specifically offers an exchange, exchanges are handled as an authorized return followed by a new order.
MULTIPLE SUPPLIERS
Items fulfilled by different suppliers may arrive separately and must be returned separately. Each item follows the terms of its own supplier.
START A REQUEST
Email getpluum@gmail.com or call 971-808-1178 with your order number and the reason for the request.