RETURN POLICY

Updated Dec 19, 2024

At Counting Puddles, we strive to ensure that our customers are satisfied with their purchases. Please read our return policy carefully to understand the terms and conditions that apply to both digital and physical goods purchased from our website.

DIGITAL GOODS

Due to the nature of digital goods, we do not accept returns, exchanges, or provide refunds for digital products, such as downloadable files, unless the product is defective or an error occurred on our part during the purchase process. Please double-check your purchase details before completing the transaction.

PHYSICAL GOODS

Eligibility for Returns: You can return physical items within 30 days of receipt. To qualify for a return, the item must:

• Be unused and in the same condition as received.
• Be in the original packaging.
• Include proof of purchase (e.g., receipt or order confirmation).

Steps to Initiate a Return:

1. Contact our support team at info@countingpuddles.com with your order number and reason for the return.
2. If the item is damaged or defective, include photographs to expedite processing.
3. We will provide you with a return authorization and instructions.

Refunds:

• Once your return is received and inspected, we will notify you about the approval or rejection of your refund.
• Approved refunds will be processed within five business days and credited to your original method of payment.
• Refund processing time may vary based on your payment provider.

Exclusions:

• Sale items are non-refundable.
• Gift cards cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you wish to exchange an item, please contact us at info@countingpuddles.com for assistance. For other scenarios, please return the item and place a new order.

SHIPPING FOR RETURNS

• Customers are responsible for return shipping costs. These costs are non-refundable.
• We recommend using a trackable shipping service or purchasing shipping insurance for returns valued over $50. Counting Puddles is not responsible for items lost during return transit.

LATE OR MISSING REFUNDS

If you haven’t received a refund within the specified time frame:

1. Check your bank account again.
2. Contact your credit card company; it may take time for the refund to be officially posted.
3. Reach out to your bank, as processing times vary.

If you’ve taken all these steps and still have not received your refund, contact us at info@countingpuddles.com.

For any further inquiries, please reach out to our customer service team at info@countingpuddles.com. We are here to help!