Refund policy

Last Updated: 27.05.2025

Thank you for shopping with us at Redwood Main. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

Policy Overview

  • Return Period: 30 days from the date you receive your item
  • Refund Processing Time: 10 business days from receipt
  • Return Shipping Costs: Covered by the customer unless the product is defective or incorrect

Order Cancellations

You may cancel your order within 12 hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

  • Return Window: Items can be returned within 30 days of receiving your item.
  • Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
  • Receipt or Proof of Purchase: Required for all returns.
  • Exceptions: 

    • Non-returnable Items: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.

    • International Sizing Note: In some cases, the size printed on the garment’s label may differ from the size selected at checkout. This is due to international sizing standards. All items are adjusted to match U.S. sizing prior to shipping. For this reason, returns based solely on label size discrepancies are not accepted.

Return Instructions

  1. Contact Customer Service: Email support@redwoodmain.co with your order number, reason for return, and any supporting photos if applicable.
  2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
  3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or by us if the product is defective or incorrect.

Refund Policy

  • Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
  • Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
  • Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@redwoodmain.co.

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 30 days of purchase, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
  • Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
  • Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

EU Customers – 14-Day Right of Withdrawal

If you're located in the European Union, you have the legal right to cancel or return your order within 14 days of delivery for any reason — no explanation needed. To qualify, items must be unused, in original condition, with all tags and packaging intact. Please include proof of purchase when initiating the return.

Processing Times

  • Return Window: Returns must be initiated and shipped within 30 days of receiving your item.
  • Inspection Period: Once received, returns are inspected within 7 business days.
  • Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out: 

Business Name: Redwood Main LLC

Phone: +18009184097
Email: support@redwoodmain.co

Customer Support Hours: Monday through Friday, 9:00 AM – 5:00 PM

Address: 8911 N Capital Of Texas Hwy Ste 4200, #1073, Austin, Texas 78759, USA