Refund Policy

Refund Policy

Refund Policy

Last updated: August 23, 2026

At The Vessel Merchant, we want you to be completely satisfied with your premium insulated bottle or drinkware purchase. This Refund Policy explains your rights and the steps we take to make things right if you need to return an item.

Return Window and Eligibility

You may return any eligible item within 30 days of delivery for a refund. To be eligible for a return, the item must be in its original condition, with all tags, labels, and packaging intact. We ask that items not show signs of use beyond what is necessary to inspect the product.

Refund and Exchange Options

Once we receive and inspect your returned item, we'll process your refund to the original payment method you used at checkout. We accept refunds via credit card or PayPal, matching the payment options available on our site.

If you prefer to exchange an item for a different size, color, or model, we're happy to help. Please contact our support team at support@vesselmerchant.shop to arrange an exchange.

Shipping Fees for Returns

The cost of return shipping is the customer's responsibility unless the return is due to an error on our part, such as receiving a damaged, defective, or incorrect item. In those cases, we will provide a prepaid return label and cover reasonable return shipping costs.

Original shipping fees are non-refundable unless the return is due to our error or a confirmed authenticity issue. If you receive a damaged, defective, or incorrect item, we will also refund the original shipping charges you paid.

How to Start a Return or Refund Request

To initiate a return, please contact our after-sales department at aftersales@vesselmerchant.shop with the following information:

• Your order number
• The item(s) you wish to return
• The reason for the return (change of mind, defect, damage, incorrect item, authenticity concern, etc.)
• Photos of the item and packaging if you're reporting a problem

Once we receive your request, our after-sales team will verify your order status and eligibility under this policy. We'll then provide return instructions, including any necessary authorization and the correct return address. Please do not send items back without receiving instructions from us first.

Return Processing and Refund Timeframe

After your returned item is received and inspected, we will process your refund promptly. Refunds are issued to the original payment method used at checkout. Depending on your bank or payment provider, it may take a few business days for the refund to appear in your account after we process it.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged during shipping, has a manufacturing defect, or does not match what you ordered, please contact us within the 30-day return window at aftersales@vesselmerchant.shop. We'll make it right—whether that means sending a replacement or issuing a full refund including original and return shipping costs.

Quality Review Process

When you report a damaged, defective, or otherwise problematic item, our quality assurance team will guide you through the review process:

1. Acknowledgement: Within one business day, our team confirms receipt of your claim and reviews the details you submitted.
2. Evidence Review: We compare your photos against the known product specifications and packaging details. If needed, we may ask for additional photos or arrange a physical inspection.
3. Decision: Once we confirm the issue, we coordinate directly with the brand's authentication or quality resources when necessary. We communicate our findings and, if the issue is confirmed, issue a refund within five business days after confirmation.
4. Resolution: If we cannot determine the issue from photos alone, we offer a prepaid return label for closer inspection. If the return is warranted, we honor the store's standard return policy and process your refund promptly.

Authenticity Guarantee

We are committed to selling 100% genuine products from the brands we carry—Stanley 1913, Hydro Flask, S'well, and Zojirushi. All our inventory is sourced through vetted wholesale channels that can trace products back to the brand manufacturer. We require original packaging, batch codes, and authenticity documentation where available, and we verify supplier credentials before onboarding.

If you have reason to believe an item you received is not authentic, please contact our quality assurance department at quality@vesselmerchant.shop with:

• Your order number or the email address used at checkout
• Clear photos of the item, its label, batch code, and packaging
• A brief description of why you suspect it is not authentic

Our quality assurance team will investigate thoroughly. If an authenticity claim is confirmed, we provide a full refund of the product cost plus original shipping, and we also reimburse reasonable return shipping costs. We additionally remove the item from inventory and review the supplier relationship to prevent future issues.

Product Listing Accuracy

Every product listing on our site undergoes a manual review to confirm model names, capacities, materials, and performance specifications match the manufacturer's datasheet. We correct errors immediately and never intentionally overstate features. We also inspect sample units for build quality, lid seal integrity, and thermal performance before a new model enters our catalog, and we monitor customer feedback to address any recurring quality issues.

When your order arrives, we encourage you to inspect the packaging, model label, and any visible batch or serial numbers. If anything appears inconsistent with the listing, please contact our quality assurance department within the first few days of delivery and provide photos of the item and packaging as part of your claim intake.

Warranty Information

Warranty coverage follows the product information and support guidance provided by the brand manufacturer. The Vessel Merchant operates as an independent retailer, and warranty claims are handled in accordance with each manufacturer's warranty policy. If you believe your product has a defect covered under warranty, please contact our after-sales department at aftersales@vesselmerchant.shop and we will assist you with initiating a warranty claim. For specific warranty terms, please refer to the product documentation included with your item or consult the manufacturer's official warranty information.

Contact Information

We're here to help. You can reach us through these dedicated support channels:

Primary Support

Email: support@vesselmerchant.shop

Our primary support team handles general order and product inquiries, coupon and checkout assistance, initiating returns, and processing refunds. They respond within 24 hours on business days and will route specialized requests to the appropriate department if needed.

After-Sales

Email: aftersales@vesselmerchant.shop

Our after-sales team handles order changes, cancellation requests, return and refund processing, warranty claim initiation for product defects, and replacement orders. They verify order status and eligibility, coordinate with our fulfillment partner, and process refunds promptly after your return is received.

Quality Assurance

Email: quality@vesselmerchant.shop

Our quality assurance team handles authenticity verification, product quality and defect investigations, thermal performance complaints, and replacement or refund decisions for confirmed product issues. They review evidence, coordinate with brand authentication resources, and communicate decisions with you directly.

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Pacific Time. Messages received outside these hours are queued and answered on the next business day. For urgent delivery problems, please use the shipping support department email, which is also monitored during business hours.

Our Commitment to You

We stand behind the products we sell and the service we provide. If our investigation confirms a problem with your order, we act immediately: full refund, return label, and a permanent record so we can prevent repeat issues. If we cannot determine the issue from photos, we offer a prepaid return label for closer inspection, and we always honor our standard return policy.

The Vessel Merchant is operated by Harbor Point Retail Group LLC, an Oregon limited liability company responsible for all orders, customer service, and fulfillment activities described on this site. We are located at 7412 Harbor Point Lane, Suite 18, Portland, OR 97217, United States.

If you have any questions about this Refund Policy, please don't hesitate to reach out. We're committed to clear support before and after the order, with reliable shipping and returns.