Refund policy

Refund and Return Policy

Last updated: 2 May 2026

We want every PorePlus to earn its place on your wall. If it doesn't, here is
exactly how we'll handle it.

The 60-day window

You have 60 days from the date your order is delivered to request a return for
any reason. If 60 days have passed, we are unable to offer a refund or
exchange.

To be eligible for a return:

- The item must be in like-new condition: unused, undamaged, and in its
  original packaging.
- You must have your order number or proof of purchase.
- For PorePlus shower heads, the unit must be re-packed in the original box
  with all accessories (wrench, mounting bracket, filter, ritual card).

How to start a return

Email us at hello@theporestudio.com with your
order number and a brief note on the reason for return. We respond within one
business day with the return address and shipping instructions.

We ship from a third-party fulfilment partner, so the return address depends on
which warehouse handled your order — we'll confirm the correct address once
your return is approved. Items sent back to us without first requesting a
return, or sent to the wrong address, cannot be accepted.

Who pays for return shipping

- If your item is defective, damaged, or incorrect, we cover return
  shipping. We'll email you a prepaid label.
- If you're returning for change of mind (you ordered the wrong finish,
  changed your bathroom plans, etc.), you cover return shipping. We recommend
  using a tracked service — we are not responsible for returns lost in transit
  back to us.

We do not charge a restocking fee.

Damaged, defective, or wrong items

Please inspect your order on arrival. If anything is defective, damaged in
transit, or not what you ordered, email us within 7 days of delivery with a
photo of the issue. We'll send a replacement at no cost or issue a full refund,
whichever you prefer.

Items we cannot accept

- Used filter cartridges — once a filter has been installed or has had
  water run through it, we cannot accept it back for hygiene reasons. Sealed,
  unused replacement filters in their original packaging are returnable within
  60 days.
- Sale items — products purchased at a discount of 30% or greater are
  final sale unless defective.
- Gift cards.
- Custom or personalised orders.

If you're unsure whether your specific item is returnable, email us first.

Refunds

Once we've received and inspected your return, we'll email you to confirm
whether the refund has been approved.

If approved, the refund is issued to your original payment method within 7
business days, in line with the U.S. Federal Trade Commission's Mail Order
Rule. It can then take an additional 5–10 business days for your bank or card
issuer to post the funds to your account, depending on their processing times.

If more than 15 business days have passed since we confirmed your refund and
nothing has appeared on your statement, contact us and we'll trace it.

Exchanges

The fastest way to swap a finish or model is to return your original item and
place a new order. Once we receive and approve the return, the refund clears in
7 business days. This avoids holding your replacement in our queue while we
wait on the return to arrive.

Hardware warranty

The PorePlus shower head is covered by a 12-month limited manufacturer's
warranty against defects in materials and workmanship, beginning on the date
of delivery. The warranty does not cover damage from improper installation,
normal wear, or modifications. Email us with your order number and a photo of
the issue to make a warranty claim.

The warranty is in addition to, and does not affect, your rights under
applicable U.S. consumer protection laws.

Subscription filter cancellations

If you sign up for the PorePlus filter subscription (replacement filter every
six months), you can cancel at any time before your next renewal date
through your customer account or by emailing us. Cancellations take effect
immediately. We will not charge you again after cancellation.

In line with California's Automatic Renewal Law (and similar laws in other
U.S. states), we'll send you a reminder email at least 3 days before each
renewal charge.

Questions

Email hello@theporestudio.com with any
question about a return, refund, or warranty claim. We respond within one
business day.