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Return Policy

At Tropical Adelie, we are dedicated to providing unique, high-quality products that you’ll love. As each item is custom-made to order specifically for you, our refund and return policy is structured to reflect this unique production process.

Please read our policy carefully before placing your order.

1. General Return & Exchange Policy

Due to the custom, made-to-order nature of our products, we do not offer returns, exchanges, or refunds for:

  • Change of mind: This includes not liking the product after receiving it.
  • Incorrect size or colour ordered by the customer: We provide detailed size guides and product descriptions to help you make the best choice. Please double-check your selection before completing your purchase.
  • Minor variations: As products are custom-made, slight variations in colour (due to screen differences), placement, or texture may occur, which are not considered manufacturing defects.

2. Exceptions: Damaged, Incorrect, or Manufacturing Errors

Your satisfaction is important to us. In the rare event that your order arrives damaged, or if you receive an incorrect item (e.g., wrong design, wrong product type not matching your order), or an item with a manufacturing error, we will gladly offer a free reprint or a refund to your original payment method.

To report a damaged, incorrect, or faulty item:

  1. Contact Us Immediately: You must notify us within 7 days of delivery. For issues affecting multiple blankets of the same design, please submit a request through our CONTACT US form and attach a photo or video showing all affected items in one frame.
  2. Await Instructions: Our support team will respond to your inquiry and guide you on the next steps, including how to provide clear photographic or video evidence. This helps us assess the problem and expedite the resolution.

3. Lost Orders

If your order was lost in transit and you have not received it:

  1. Please notify us within 15 days of the estimated delivery date.
  2. We will investigate the matter with our shipping partners.
  3. For unsuccessful deliveries (where the tracking shows it was lost, or was undeliverable), we can offer a reprint with an extra charge for shipping, or provide a partial refund, depending on the specific circumstances of the loss.

4. How Refunds Are Processed (if applicable)

Once your claim for a damaged, incorrect, or faulty item is approved (or for a lost order if a partial refund is agreed upon), your refund will be processed to your original method of payment. Please allow 5-10 business days for the refund to appear on your statement, as processing times can vary between financial institutions.

5. How to Initiate a Request

To request a reprint or refund based on the eligible exceptions mentioned above, please submit a request through our CONTACT US form with the following information:

  • Your Order Number
  • Your Full Name
  • A detailed description of the issue

Our support team will then follow up with you to collect any necessary photographic or video evidence. We aim to respond to all inquiries within 1-2 business days.

6. Customer-Initiated Cancellations (Before Production)

Please review your order carefully before checking out. As we provide custom-made products, we generally do not accept cancellations once an order is placed.

In exceptional cases where a cancellation is granted strictly before production has commenced, please be advised that payment processing fees (e.g., those charged by Stripe, PayPal, or Google Pay) are non-refundable by the service providers. The final refund amount will be the original order total minus these non-refundable transaction fees (typically 3-4%).

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