Refund policy

REFUND POLICY

Last updated: September 29, 2026

We want every Fitmas Countdown to be a great gift. This policy explains exactly when you can return, exchange or get a refund.

1. HOW TO GET HELP — ORDER NUMBER REQUIRED

All requests are handled only by email at yourshophelp@outlook.com. Your message must include your order number (for example #1001, found in your order confirmation email). Messages without an order number will not be answered. Please do not send items back without contacting us first — returns sent without approval cannot be processed.

2. 30-DAY MONEY-BACK ON UNOPENED CALENDARS

Changed your mind? You can return a calendar within 30 days of delivery as long as it is unopened — no doors opened, the original packaging intact. Email us with your order number and we will send you the return instructions. Return shipping costs are paid by the customer unless the return is due to our error. Once the return arrives and is inspected, your refund is issued to the original payment method within 5–10 business days.

3. FREE EXCHANGES

Within 30 days of delivery you can exchange an unopened calendar for a different bundle (for example One calendar to Two calendars — you pay only the price difference). We cover the shipping of the replacement.

4. THE SURPRISE IS FINAL

The 24 surprises inside the calendar are not listed anywhere on purpose. Once any door has been opened, the calendar is considered used. Not liking a particular surprise, style or color is not a reason for a return or refund. The same applies to the Mystery Box once it has been opened.

5. DAMAGED, DEFECTIVE OR MISSING ITEMS

If your order arrives damaged, defective or with missing items, email us within 30 days of delivery with your order number and clear photos of the product and the packaging. After review we send a free replacement (no need to return the damaged item) or issue a refund if a replacement is not possible.

6. 30-DAY WARRANTY (ADD-ON)

If you purchased the 30-Day Warranty, anything that breaks during normal use within 30 days of delivery is replaced free of charge. Send your order number and a photo of the broken item. Damage caused by misuse or intentional damage is not covered.

7. LOST OR STOLEN PACKAGES & SHIPPING PROTECTION

If you purchased Shipping Protection and your package is lost, stolen or damaged in transit, we reship your order free of charge. Report it within 30 days of the last tracking update. Without Shipping Protection, once tracking shows the package as delivered to the address provided at checkout, we cannot be held responsible for loss or theft — but we will help you file a claim with the carrier.

8. ORDER CANCELLATIONS

Orders can be canceled free of charge within 24 hours of purchase, as long as they have not shipped yet. Email us with your order number. After 24 hours the order enters processing and shipping and can no longer be canceled — you can still use the 30-day return for unopened calendars described above.

9. NON-RETURNABLE ITEMS

Opened calendars, opened Mystery Boxes, and the Shipping Protection and 30-Day Warranty add-ons are non-refundable, except where a product arrives damaged or defective.

10. DELIVERY DELAYS & PAYMENT DISPUTES

Delivery times are estimates (see our Shipping Policy). A delay within the stated delivery window is not a reason for a refund or chargeback. If there is any problem with your order, please contact us first — we resolve almost every case faster than a bank dispute.

11. OUR RIGHT TO CANCEL

We reserve the right to cancel any order in case of pricing or description errors, suspected fraud, or if we cannot ship to the address provided. In such cases you receive a full refund immediately.

12. CONTACT

Email: yourshophelp@outlook.com
Always include your order number — messages without it will not be answered. We reply within 1–3 business days (Monday–Friday).