Refund policy

At Open, customer satisfaction is our priority. We want you to shop with confidence, knowing that if something isn't right with your order, we're here to help. This Refund & Return Policy explains how returns, refunds, exchanges, and cancellations are handled for purchases made through our website.

Policy Overview

  • 30-day return period from the date of delivery.
  • Returns accepted for both defective and non-defective items.
  • Exchanges accepted.
  • No restocking fees.
  • Customers are responsible for return shipping costs for change-of-mind returns. We cover return shipping for defective, damaged, or incorrect items.
  • Refunds are processed within 7 days after the returned item is received and inspected.
  • All refunds are issued to the original payment method.
  • Returns require prior approval and a Return Authorization (RA).

This policy applies to purchases made through open.shop and shipped within the United States.

1. Contact Information

If you have any questions regarding returns or refunds, please contact our customer support team:

  • Email: support@open.shop
  • Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (EST). Saturday–Sunday: Closed.

We aim to respond to all email enquiries within 24 hours on business days.

2. Order Fulfillment & Return Location

Open ships from our U.S. warehouse located at:

3278 N Grand Canyon Dr
Las Vegas, NV 89129
United States

Approved returns should be sent to this address, or to an alternate return address provided when your Return Authorization (RA) is approved.

Please do not return products without prior authorization, as unauthorized returns may not be accepted.

3. 30-Day Return Period

You may request a return within 30 days of receiving your order, for any reason.

To qualify for a return:

  • The product must be new, unused, and in its original condition.
  • The product must be returned in its original packaging.
  • Proof of purchase (order confirmation or receipt) is required.

Return requests made more than 30 days after delivery are not eligible for a refund.

No restocking fees apply to returns.

4. How to Start a Return

  1. Email support@open.shop with your order number and reason for the return.
  2. Our customer support team will review your request.
  3. If approved, we will provide a Return Authorization (RA) along with return instructions.
  4. Returns are sent back to us by mail and must be shipped within 7 days of receiving the Return Authorization.

5. Return Shipping Costs

Defective, Damaged, or Incorrect Items

  • Contact us within 30 days of delivery.
  • Please provide clear photos of the issue. Videos may be requested when necessary.
  • Once verified, we will provide a prepaid return label (at no cost to you) and offer a replacement or a full refund.

Change of Mind / Customer Remorse

  • The customer is responsible for return shipping costs and for arranging the return label.
  • The return shipment must include valid tracking.

6. Refund Processing

Once your returned item has been received and inspected:

  • You will receive an email confirming the inspection.
  • Approved refunds will be processed within 7 days.

Refunds are issued to the original payment method used at checkout. Depending on your bank or card provider, additional time may be needed before the funds appear in your account.

7. Exchanges

We accept exchanges for a different size, color, or product within 30 days of delivery.

  1. Email support@open.shop with your order number and the item you would like instead.
  2. Once your Return Authorization is approved and the original item is received, we will ship the replacement. Any price difference will be charged or refunded to your original payment method.

Exchanges follow the same eligibility requirements as returns.

8. Damaged or Defective Products

If your order arrives damaged or defective, please notify us within 30 days of delivery and provide photos showing the damage or defect. After verification, we will offer either a replacement or a full refund, and we will cover the return shipping cost.

9. Order Cancellations

Orders may be canceled for a full refund before they have been shipped.

If an order has already shipped, it can no longer be canceled and must instead follow the standard return process after delivery.

10. Non-Returnable Items

The following products are not eligible for return (this is clearly stated on the product page where it applies):

  • Custom or made-to-order products.
  • Products marked as Final Sale.

11. Company Information

Company Name: Open
Company Registration Number: 61419382745

Registered Address:
28 Broughton Rd
Thornton Heath
CR7 6AL
United Kingdom

Warehouse Address:
3278 N Grand Canyon Dr
Las Vegas, NV 89129
United States

Frederik van Eedenstraat 10-B
3061 SL Rotterdam
Netherlands

Email: support@open.shop

Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM (EST).
Saturday–Sunday: Closed.

We aim to respond to all email enquiries within 24 hours on business days.