Refund policy

When a creator sets up an item, they choose how long deposits can be held, up to 120 days. That date is shown on the item page before you pay. By paying, you agree to let it be held until then.

If the deadline passes and the creator hasn't submitted proof that your order is on its way, your payment is refunded automatically, item price and shipping. You don't have to ask or do anything.

Before the deadline, a creator can ask for one short extension of about two weeks by showing us their order is really in progress, like production photos or a supplier invoice. We review it. If we approve it, you get an email with the new date.

While an extension is running you can keep your spot by doing nothing, or ask for your money back at any time. If it still hasn't shipped by the new date, you're refunded automatically.

If you bought more than one item, then whenever refunds are open to you (during an approved extension), you can ask for some of them back and keep the rest. Each refunded item returns its share of the item price, shipping and any sales tax, but never the service fee. Items you keep stay in your order.

Items from different creators, or with different ship-by dates, are handled on their own dates. If one doesn't ship in time, only that item is refunded automatically.

If a creator tells us they can't fulfill an item, every backer is refunded the item price and shipping right away.

The service fee you pay at checkout is non-refundable in every case, including when a creator doesn't deliver. A refund returns the item price and shipping you paid, plus any sales tax charged on them.

Refunds go back to the card you paid with. It can take 5 to 10 business days to show up on your statement, depending on your bank.

Email support@prefirehq.com.