How we handle returns?
There are two different ‘returns’ concepts that we’d like to address;
- when the order is returned by the customer, and
- when the order is returned to us by the carrier
Direct returns are not accepted. You should contact our Support team by using any communication channel. Obtain our formal confirmation via email@example.com before returning any products in order us to process your request. Kindly note that we are not liable for any product returned without our prior consent. We do not refund orders for buyer’s remorse, and size exchanges.
Order is returned by the Customer
Our policy lasts 30 days. Any claims for damaged or defective items must be submitted within 30 days after the product has been received. If 30 days have gone by since your receipt, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods. Undergarments cannot be returned.
Additional non-returnable items:
- Gift cards
- Sale items
- Free items
To complete your return, we require a receipt or proof of purchase and below details;
- Order number
- Problem in detail
- Photo proof
Please do not send your purchase back to us without formal communication and our confirmation. Our customer support team will advise you to send it to the respective facility.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition is damaged or missing parts for reasons not due to our error but for a special justifiable reason.
- Any item that is returned more than 30 days after delivery for a special justifiable reason.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale/ or free items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, first you should contact our customer support team and send us an email at email@example.com and once we confirm send your item to the respective facility we specified.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, first you should contact our customer support team and send us an email at firstname.lastname@example.org and once we confirm send your item to the respective nearest facility we specified.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Order is returned to us by the CarrierAny requests for returned items must be submitted within 30 days after the product has been received to our facility.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if applicable). Be extra careful with apartment numbers and zip codes! Don’t leave them out and double check the digits.
Use a simple tool like the USPS ZIP code lookup to make sure that the city in the address matches the zip code in US.
Unclaimed - If you do not collect the item at the local post or a different pickup location, it will be returned. Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment if applicable.