Refund policy

At Tall Spine, we want you to be genuinely happy with your order. This policy explains when and how you can return an item, how refunds work, and the limited situations where a return or cancellation isn't possible. By placing an order with Tall Spine, you confirm that you have read and agree to the terms below.

If you have any questions before or after ordering, contact us at support@tallspine.com. Our support team aims to reply within 12 business hours (Mon–Fri, 9:00am–5:00pm EST).

1. Our 30-Day Guarantee

You have 30 days from the date of delivery to request a return on eligible items.

To qualify, the item must be:

• Unused and unworn.
• In the same condition you received it.
• Returned in its original, undamaged packaging with all original accessories, manuals, tags and components included.

Once your request is approved, we'll email you the correct return address and return instructions.

Do not return any item before receiving written approval from Tall Spine. Returns shipped without prior authorization may be refused, rejected, or returned to the sender at the customer's expense.

2. How to Start a Return

1. Email support@tallspine.com with your order number and reason for the return.
2. If approved, we'll send you written authorization, return instructions and the correct return address.
3. Ship the item within the timeframe stated in your approval email using a secure, trackable shipping service.
4. Provide the tracking number within 48 hours of shipping your return. Returns cannot be processed until the tracking information has been received and recorded in our system.
5. Once the item has been delivered and inspected, we'll process your refund in accordance with Section 7.

3. Return Shipping

1. Customers are responsible for all return shipping costs unless otherwise stated in this policy.
2. Customers are also responsible for any customs duties, taxes, brokerage fees, import charges or other costs associated with returning an item.
3. Returns must be sent using a secure shipping service that includes tracking.
4. Tall Spine is not responsible for returns that are lost, delayed, damaged or delivered to the wrong address while in transit.
5. Depending on your location and the warehouse your order originally shipped from, returns may need to be sent to one of our international return facilities. The correct address will always be provided after your return has been approved.
6. If your item is defective, damaged or not as described, Tall Spine will cover reasonable return shipping costs.

Where available, customers may also have access to Tall Spine Refunds+, which may allow you to keep the product, avoid return shipping entirely or receive your return shipping costs back as Tall Spine store credit.

4. Pillows & Bedding (Hygiene Items)

1. Unopened and unused pillows or bedding in their original sealed packaging may be returned within 30 days.
2. These items must be returned to our designated Australian returns facility for inspection.
3. Refunds are issued only after inspection confirms the product remains unopened and unused.
4. Opened, used, washed or unsealed pillows and bedding cannot be returned or refunded unless they are defective or required by applicable law.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is defective, damaged during shipping or you received the wrong item, contact us within 30 days of delivery and include photos of the product, packaging and shipping label.

We'll review the claim and, where appropriate, provide a replacement, repair or full refund. If we require the item to be returned, Tall Spine will cover the return shipping costs.

If your tracking shows the package was delivered but you cannot locate it, please first contact your local carrier and check with neighbours before contacting us.

6. Non-Returnable & Final-Sale Items

The following items cannot be returned except where required by applicable law or covered under Section 5:

• Items valued under USD $20.
• Opened pillows and bedding.
• Personal care and hygiene products.
• Food, flowers, plants and other perishable goods.
• Custom-made or made-to-order products.
• Digital products or downloadable content.
• Gift cards.
• Hazardous materials, flammable liquids or gases.
• Clearance, sale, discounted and final-sale items.
• Sale, reduced, clearance and discounted products are final sale unless they arrive defective, damaged or incorrect.

7. Refunds

All returned products undergo a thorough inspection upon arrival.

1. Refund approval is subject to the returned item meeting all eligibility requirements outlined in this policy.
2. During inspection, we verify that the product:
3. Has not been used.
4. Has not been damaged or altered.
5. Includes all original accessories and components.
6. Is returned in its original packaging and remains in resalable condition.
7. If an item is returned used, damaged, altered, incomplete or missing packaging or accessories, Tall Spine reserves the right to deny the refund, issue a partial refund or return the item to the customer at the customer's expense.

If approved, refunds are issued to your original payment method within 7–10 business days after inspection. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact support@tallspine.com.

8. Return Approval & Reserved Rights

Once a return has been approved, the item must be shipped within the timeframe stated in your approval email.

Unless otherwise agreed in writing, the returned parcel must arrive at our designated return facility within 30 days of approval, plus a maximum 5-day grace period.

Returns received after this period may be refused and will no longer qualify for a refund.

Return addresses are supplied only after approval and may vary depending on your order and warehouse location.

Parcels shipped without prior written approval, to an incorrect return address or without providing a valid tracking number may be refused, rejected or become ineligible for a refund.

Tall Spine reserves the right to refuse any return that does not comply with this policy.

Suspected abuse, fraudulent returns, unwarranted chargebacks or misuse of our return process may result in claims being denied and reported to the relevant payment provider or authorities where appropriate.

9. Cancellations & Cancellation Fees

Same-day cancellations before processing begins are generally free of charge. In limited cases, a non-refundable payment processing fee of up to 5% may apply.

Orders already in processing may incur a cancellation fee of up to 20% to recover manufacturing and handling costs already incurred.

Orders that have already shipped cannot be cancelled but may still qualify for return under this policy.

Custom-made or made-to-order products cannot be cancelled once production has begun.

10. Non-Refundable Fees

The following charges are non-refundable unless required by applicable law:

• Priority Processing.
• Express Shipping.
• Shipping charges.
• Customs duties.
• Taxes.
• Brokerage fees.
• Optional checkout tips.
• Any additional service fees selected during checkout.

11. Exchanges

The fastest way to exchange an item is to return the eligible product under this policy and place a new order once your return has been approved.

12. European Union – 14-Day Cooling-Off Period

If your order is delivered into the European Union, you may have the legal right to cancel or return your order within 14 days of delivery for any reason.

The item must be unused, in its original packaging, complete with all accessories and accompanied by proof of purchase.

Nothing in this policy limits any mandatory consumer rights provided under applicable law.

Contact

Email: support@tallspine.com

Fastest Response Hours: Monday–Friday, 9:00am–5:00pm EST
General Customer Support Hours 24/7

We aim to respond within approximately 12 business hours.

Phone: +1-325-442-9940