Refund Policy

Refund Policy

Refund Policy – Quench Haus

Last updated: August 28, 2026. This refund policy applies to all purchases made through quenchhaus.shop, operated by Ridgeline Retail Group LLC, 218 Ridgeline Avenue, Suite 4, Portland, OR 97205, United States. Quench Haus is an independent, multi-brand specialist retailer for insulated water bottles and travel mugs from Stanley 1913 and Hydro Flask.

Return Window and Eligibility

Returns are accepted within 30 days of delivery. To be eligible, items must be in the condition they arrived in, and requests must be started within the 30-day window. We encourage you to inspect your item on arrival, including the base stamp or logo marking, lid seal, finish, and packaging, and to compare it with the manufacturer's official product imagery within the return window.

How to Start a Return or Refund Request

Contact our after-sales department to begin any return, exchange, or refund request. Include the following information so your case can be verified against the delivery record:

• Your order number from the storefront confirmation email
• The item name or model as listed at purchase
• The item(s) you wish to return or exchange and the reason
• Photos if the item arrived damaged or incorrect
• A contact email matching the order when possible

Once the order is verified, you will receive return or exchange instructions with the correct return address.

Refunds

Approved refunds are processed back to your original payment method. We accept credit cards and PayPal, and refunds follow the same channel used at checkout. Confirmed inauthentic items are refunded in full, including return shipping, along with written confirmation from us.

Exchanges

Exchanges between models or colorways are coordinated when stock allows. Contact the after-sales department with your order number and delivery date, the item(s) involved, and your preferred replacement.

Shipping Fees

Original shipping charges are not refundable except where a confirmed inauthentic item requires return shipping, which is refunded in full. Free shipping applies on orders over $45.00, and standard shipping is $8.00.

Damaged, Incorrect, Quality, and Authenticity Concerns

If your item arrives damaged, incorrect, defective, or you have an authenticity or workmanship concern, contact our quality assurance department. Provide:

• Your order number and item model
• Photos of the concern, including any marking on the base or lid, and the packaging where applicable
• A description of the concern and how the issue appeared
• A contact email matching the order when possible

Every item sold is an authentic, brand-new product obtained exclusively through authorized wholesale and distribution channels with traceable purchase documentation. If any item is ever shown to be inauthentic, we take full responsibility without requiring you to deal with the manufacturer.

Review Process and Timelines

Claims are reviewed in the following stages:

1. A specialist acknowledges the claim and confirms the information received.
2. The claim is assessed against manufacturer reference data and sourcing records.
3. A written determination is issued with the outcome and any next steps.
4. Approved remedies, such as a full refund or return instructions, are executed without delay.

Most authenticity and quality claims receive a written determination within five business days of complete information, and approved remedies are processed immediately upon that determination.

Warranty

Warranty coverage follows the product information and support guidance provided with each item. Warranty service for manufacturer-backed coverage is separate from our 30-day return window and is not administered by Quench Haus.

Contact Channels

Customer support is available by email. Our shared service window is Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT), excluding US public holidays. Messages received outside this window are queued in arrival order and answered at the start of the next business day.

• General support: support@quenchhaus.shop – first response within one business day. Handles general inquiries, order status, and routing to the correct department.
• After-sales (returns and exchanges): after-sales@quenchhaus.shop – first response within one business day. Manages returns, exchanges, and post-delivery order issues.
• Quality assurance (authenticity and workmanship): quality@quenchhaus.shop – first response within two business days. Reviews authenticity, defect, lid seal, and finish concerns.

Unresolved general cases after two exchanges are escalated to the after-sales department lead. Return disputes outside standard handling go to the legal and privacy department lead.

Policy Administration

This policy is administered by Ridgeline Retail Group LLC, the independent operating company behind quenchhaus.shop. It is not a manufacturer or brand owner of the insulated bottles and tumblers sold, and it is not affiliated with Stanley 1913 or Hydro Flask beyond independent retail of their products through authorized channels.