Refund policy

The Open Up Shop — Returns & Refunds

Effective October 25, 2026. This policy applies to orders placed on or after this date. Any rights or return terms that applied when an earlier order was placed remain unchanged.

Contact us first

For order help, email btjr.jobline@gmail.com with your order number and a description of the issue. If an item is damaged, defective, or incorrect, include clear photos of the item, packaging, and shipping label when reasonably available. Never send payment card details.

Please contact us before returning any item. We will provide instructions and the appropriate return address if a return is needed. Do not send items to the address on the parcel, a supplier, or any business/contact address without our written instructions. An unauthorized return may delay resolution; it does not remove any rights provided by law.

Damaged, defective, or incorrect items

Inspect your order when it arrives and contact us as soon as you discover a problem, preferably within 7 days of delivery, so we can investigate promptly. This requested reporting period does not limit statutory rights or remedies for defects discovered later.

For a confirmed damaged, defective, or incorrect item, we will provide an appropriate remedy, such as a replacement or refund, consistent with applicable law. We may request reasonable supporting information and, where appropriate, a return. If we require a return for a confirmed issue of this kind, we will provide a prepaid return method or cover reasonable agreed return shipping costs. Please do not pay for return shipping before receiving our instructions.

Change of mind and customer-selected items

Except where applicable law requires otherwise or a product listing expressly offers different terms, we do not offer returns or exchanges for a change of mind, ordering the wrong size or color, or no longer wanting an item that matches its description. Please review product details and sizing before ordering. This restriction does not apply to goods that are faulty, damaged, incorrect, or materially different from their description.

Missing packages and shipping delays

If an order has not arrived, contact us with your order number so we can investigate with the fulfillment partner and carrier. A tracking status alone does not automatically close your claim. We will provide a refund or other appropriate remedy when required for non-delivery. If we cannot ship within the promised time, we will notify you and offer the choice of consenting to a revised shipping date or canceling the unshipped items for a full refund, as required by law.

Cancellations and exchanges

Contact us immediately if you need to cancel or change an order. We will try to stop it, but cannot guarantee changes once processing or shipment has begun. This does not affect cancellation rights required by law. Direct exchanges are not offered unless arranged with us to resolve an order issue.

Refund processing

We will notify you of the outcome after reviewing your request and any required return. Approved refunds are issued to the original payment method, normally within 10 business days after approval and sooner where required by law. Your bank or payment provider may take additional time to post the credit. For confirmed faulty, damaged, incorrect, or undelivered items, the refund includes applicable shipping charges as required by law. We do not charge a restocking fee for these confirmed issues or require store credit instead of a legally required refund.

Your consumer rights

Nothing in this policy excludes or limits rights, warranties, cancellation periods, or remedies that cannot lawfully be excluded. Where local law provides greater protection, it takes priority. If mandatory withdrawal rights apply to your order, contact us to exercise them within the applicable period; any lawful return costs and instructions will be explained before return. Our responsibility to you under this policy is not conditional on our supplier reimbursing us.