1. Introduction

We are committed to ensuring that our customers are satisfied with their purchases. If you are not completely satisfied with your order, we offer a return and exchange policy to provide you with flexibility and convenience. Please read the following terms and conditions carefully to understand the process for returns and exchanges on our website.

2. Return & Exchange Conditions

• Eligibility for Returns/Exchanges:
  • Items must be in their original condition, unused, and unwashed, with all tags and packaging intact.
  • Items must be returned or exchanged within 30 days of receiving the order.
  • For hygiene reasons, we do not accept returns or exchanges on intimate apparel, swimwear, cosmetics, and personal care items, unless the item is defective or damaged.
• Non-Eligible Items:
  • Items purchased during promotional events or clearance sales may not be eligible for returns or exchanges unless defective.
  • Customized or personalized products are non-returnable.

3. How to Initiate a Return/Exchange

• Step 1: Contact Our Customer Service To begin the return or exchange process, please contact our customer service team within 30 days of receiving your order. You can reach us via email at [support@yourstore.com] or by phone at +1 123 456 789.

  Please provide the following information when contacting us:

  • Order number
  • Name of the item(s) you wish to return or exchange
  • Reason for return/exchange
  • Photos of the item(s) if damaged or defective

• Step 2: Approval & Return Authorization Once we receive your request, our customer service team will review your case and provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item(s). You will also be informed whether your return qualifies for a refund, exchange, or store credit.

• Step 3: Return the Item(s) Pack the item(s) securely and send them back to the address provided by our customer service team. Please ensure the RMA number is clearly visible on the outside of the return package. The return shipping costs are the responsibility of the customer unless the item is defective, damaged, or if the wrong item was sent.

4. Return Shipping Costs

• Return Costs for Non-Defective Items: For international returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for returns over a certain value, as we cannot guarantee receipt of your returned item.

• Return Costs for Defective or Incorrect Items: If the item is defective, damaged, or if we shipped the wrong item, we will cover the return shipping costs. Please contact our customer service team for further instructions on how to proceed.

5. Refund Process

• Once we receive your returned item(s) and confirm their condition, we will process your refund to the original payment method.
• Refunds will be processed within 10-14 business days of receiving the returned item(s).
• Please note that the shipping costs are non-refundable, unless we are at fault (e.g., wrong or defective item).

6. Exchange Process

• If you wish to exchange an item for a different size or color, please contact our customer service team. If the new item is available, we will ship it out to you at no additional shipping charge. You will be responsible for the return shipping costs of the original item.

• Exchanges are subject to product availability. If the item you wish to exchange for is out of stock, we will offer a refund or store credit instead.

7. Custom Duties & Taxes

• International Returns/Exchanges: Please note that for cross-border returns and exchanges, any customs duties, taxes, or import fees paid on the returned items are non-refundable. It is your responsibility to ensure that these fees are handled during the return process.

• Customs Forms: For returns from international locations, you may be required to complete customs forms for the return shipment. Please declare the returned items as “returned goods” to avoid unnecessary customs charges.

8. Refunds to Original Payment Method

• All refunds will be issued to the original payment method used during the purchase. Please be aware that it may take a few business days for the refund to appear on your statement, depending on your payment provider.

9. Store Credit

• If a refund to the original payment method is not possible, or if you prefer an alternative solution, we can issue store credit that can be used for future purchases. Store credit will be valid for 6 months from the date of issue.

10. Cancellations

• Order Cancellation: If you wish to cancel your order before it is shipped, please contact us as soon as possible. We will do our best to process the cancellation, but once an order has been shipped, it will fall under our return policy instead.

11. Special Notes for Cross-Border Returns

• Customs/Import Fees: Please be aware that international returns may be subject to additional import fees, which are non-refundable.
• Return Shipping: Due to the international nature of the transaction, customers are responsible for return shipping fees. Please contact us for assistance if you need help with the return shipping process.

12. Customer Support

If you have any questions or concerns about our return and exchange policy, or if you need assistance with a return, please don’t hesitate to contact us:

• Email: support@yourstore.com
• Phone: +1 123 456 789
• Live Chat: Available on our website during business hours.