Returns & Refunds Policy

Last updated: April 3, 2026

Thank you for shopping with Draper Startup House, LLC. We want customers to understand our return and refund practices clearly before placing an order. This Returns & Refunds Policy explains the conditions under which return requests, refund requests, damaged item reports, and order issue reviews may be handled through our website.

Draper Startup House, LLC is committed to maintaining a fair, transparent, and consistent post-purchase experience for customers.

1. General Return Window

Customers may request a return within 14 days of the delivery date.

To be considered for return review, the item must be returned in its original condition, unused, and, where applicable, in its original packaging with all included parts, accessories, and materials.

Returns requested after the return window may not be accepted.

2. Eligibility for Returns

A return may be considered only when the item meets reasonable return conditions, including:

  • the item was received damaged,
  • the item arrived defective,
  • the wrong item was received, or
  • the item is materially different from what was ordered.

For change-of-mind returns, approval may depend on the item condition and whether the product has been used, altered, opened, or damaged after delivery.

We reserve the right to deny return requests that do not meet our policy conditions.

3. Non-Returnable Items

Certain items may not be eligible for return, including where applicable:

  • used items,
  • items damaged after delivery due to misuse,
  • items returned without prior contact,
  • items missing original parts or packaging when necessary for evaluation,
  • personalized, custom-made, or special-order items,
  • clearance, final sale, or non-returnable items clearly marked on the website.

If a product is listed as non-returnable on the product page or at checkout, that condition will apply.

4. Return Request Process

To request a return, customers should contact us within the applicable return period and include enough information for us to review the issue, such as:

  • full name,
  • order number,
  • item name,
  • reason for the return request,
  • photos of the item if it arrived damaged, defective, or incorrect.

Submitting a request does not automatically mean the return has been approved. We may review the request before providing return instructions.

5. Condition of Returned Items

Returned items must be sent back in the condition required by this policy. We may reduce, deny, or refuse a refund if the returned product shows signs of use, damage, alteration, missing components, or other conditions that make it ineligible for return.

Customers are responsible for packaging returned items appropriately to help prevent shipping damage during the return process.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Where possible, please provide clear photos showing:

  • the received item,
  • the issue or damage,
  • the packaging,
  • the shipping label if relevant.

This helps us review the issue more efficiently and determine the appropriate resolution.

7. Refunds

If a refund is approved, it will generally be issued to the original payment method used at checkout through Stripe.

Refund processing times may vary depending on your card issuer, bank, and payment provider. Even after a refund is issued, it may take several business days for the amount to appear in your account.

Original shipping charges may be non-refundable unless the return is due to our error, a damaged item, a defective item, or an incorrect shipment.

8. Return Shipping Costs

Unless otherwise required by law or unless the return is due to our error, customers may be responsible for return shipping costs.

If the return is approved because the wrong item was sent, the item arrived damaged, or the product was defective on arrival, we may review the situation and determine an appropriate return resolution.

9. Exchanges

We do not guarantee direct exchanges. If an exchange is possible, it will be handled at our discretion based on product availability and the nature of the request.

In many cases, the preferred solution may be a return review followed by a replacement, store resolution, or refund where appropriate.

10. Refused Deliveries and Undeliverable Orders

If an order is refused at delivery or returned due to an incorrect address provided by the customer, failed delivery attempts, or similar delivery issues not caused by us, any refund issued may be reduced by shipping, handling, or return-related costs where permitted by law.

11. Cancellations

Orders may only be canceled before they have entered processing or shipment preparation. Once an order has been processed or dispatched, cancellation may no longer be possible, and the order may instead be subject to this Returns & Refunds Policy.

If you need to request an order cancellation, please contact us as soon as possible after placing the order.

12. Chargebacks

If there is a problem with your order, we encourage you to contact us first so we can attempt to resolve the matter directly. Unnecessary or abusive chargebacks may delay resolution and may be reviewed together with order records, shipment records, and communication history.

13. Policy Updates

We may update this Returns & Refunds Policy from time to time to reflect operational, legal, or business changes. Any revised version will be posted on this page with the updated effective date.

14. Contact Information

For return or refund questions, please contact:

Draper Startup House, LLC
Address: 55 East Third Avenue, San Mateo, CA 94401, United States
Phone: 16509636339
Email: [email protected]