Due to COVID-19, we are experiencing shipping delays to certain regions. Shipping times may be longer than usual. We are working closely with our couriers and we are monitoring the situation regularly to ensure as little disruption as possible to our valued customers.
Order Cancellation Policy – Important
Orders can only be adjusted or canceled within 12 hours from the time an order is placed. Please message us immediately via email at firstname.lastname@example.org and we will process your request as soon as possible and let you know if we were able to update your order accordingly.
We are not responsible for fees incurred to reship or reorders if the incorrect address has been provided.
Return & Refund or Exchange
The following criteria must be met in order to be eligible for an exchange, return, or refund.
- Returns must be postmarked within 30 days of the original order date.
- Item(s) returned for a refund will incur a 25% restocking fee.
- Item(s) must be new, unused, and in their original packaging, along with all accessories.
- Item(s) must be accompanied by the packing slip generated from the return process noted above.
- Item(s) must be returned via a traceable shipping method with delivery confirmation and the customers must provide tracking id of their returning item(s).
- All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).
- Returned items eligible for a refund will be refunded for the cost of the item returned only, minus the 25% restocking fee. We do not refund shipping costs.
PLEASE NOTE: If a return is denied based on the above criteria, we will NOT automatically call and/or return the item to you.
Item(s) returned for a refund will incur an 25% restocking fee.
Unfortunately, discontinued items can’t be returned. We always let you know during checkout if any of your purchases are ineligible for return.
Incorrect Addresses and Undeliverable Packages
Packages that are shipped to an incorrect address provided by the customer during the order process may be subject to an additional $25 charge if the address must be changed by the courier to be deliverable.
Orders that have been deemed undeliverable by the courier are subject to a $25 charge. Undeliverable orders include but are not limited to: orders for which the customer provided an incomplete or incorrect address; instances in which the customer is not available for delivery; orders for which the customer fails to provide a P.O. Box or full physical address; and instances where the order is refused by the customer.
If there is a problem with your order, contact customer service within 14 days of the original order date. While we do everything we can to ensure that you receive the product(s) you ordered in the condition you expect, there are unpredictable variables in every shipment. We will do our best to ensure that the issue is resolved to your satisfaction, and replacement items will be shipped using the same method as the original order.
Late or missing refunds
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 email@example.com
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
Return & Exchange Restrictions
To qualify for returns or exchanges, the following items MUST be in their original, unopened packaging and must not have been worn, used or altered in any way. If you have any questions regarding Returns, Exchanges, or our Return Policy, please contact us via email at email@example.com. Thank you for shopping with 9xsense.com!