Refund policy

We have a 14-day return policy for items that are not considered one of a kind, handmade or custom ordered, which means you have 14 days after purchasing or receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can either bring the item to the shop, located at 720 University Ave. For online returns contact us at mike@prettyapothecary.com. Please note that returns will need to be sent to the following address: 720 University Ave, Rochester, NY 14607, and return shipping will be paid for by the customer. If your online return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returns and exchanges will be processed within 3 business days of us receiving your return.

You can always contact us for any return question at mike@prettyapothecary.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We provide insured shipping options to ensure we can make you whole in those situations. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like one of a kind handmade items, vintage pieces and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, clearance items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mike@prettyapothecary.com.