Refund and Returns Policy for BixaExtCity

Effective Date: January 3, 2025

At BixaExtCity, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. This Refund and Returns Policy explains the steps you need to follow in order to return or exchange items and request a refund. Please read it carefully to understand your rights and how we handle returns and refunds.

1. Return Eligibility

We offer a 30-day return policy for most items purchased through our website. To qualify for a return, your item must meet the following criteria:

  • Condition: The item must be unused, unworn, and in the same condition as when it was received. It must be in its original packaging, with all tags and labels attached.
  • Timeframe: Returns must be initiated within 30 days of receiving your order. If 30 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.
  • Proof of Purchase: A receipt or order confirmation is required to process returns and refunds.

Certain items may be exempt from returns due to hygiene and safety reasons, such as:

  • Underwear and intimate apparel
  • Sale or clearance items
  • Gift cards or downloadable content

Please ensure the item you wish to return is eligible under our return policy.

2. How to Return an Item

To return an item, follow these simple steps:

  1. Contact Us: Before sending your return, please contact our customer service team at info@bixaextcity.com or call (518) 687-7167. Provide your order number and the reason for the return.
  2. Receive a Return Authorization: Our team will provide you with a Return Authorization Number (RAN) and specific return instructions.
  3. Prepare Your Return: Securely package your item in its original packaging. Ensure the product is in resalable condition, with all tags, labels, and accessories included.
  4. Ship the Item Back: Return the item to the address provided by our customer service team. You are responsible for the cost of return shipping unless the item was defective or the wrong item was sent.
  5. Track Your Return: If possible, use a tracked shipping service for your return to ensure it arrives safely. Retain your tracking number for reference.

3. Return Shipping Costs

For most returns, the customer is responsible for the cost of return shipping. However, if your return is due to an error on our part (e.g., defective product, wrong item sent), BixaExtCity will cover the return shipping cost.

Please use a trackable shipping service to ensure your return reaches us. We recommend keeping your shipping receipt and tracking number until your return is processed.

4. Refund Process

Once we receive your returned item, we will process it within 5-7 business days. After we have inspected the item and confirmed it meets our return policy criteria, we will issue a refund for the original purchase price.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. If you paid via credit card, the refund will appear on your statement within 7-10 business days, depending on your bank’s processing time.
  • Partial Refunds: If the item is returned in a condition that is not consistent with our policy (e.g., used, damaged, or missing components), we reserve the right to issue a partial refund or reject the return.
  • Original Shipping Fees: Shipping costs are non-refundable, except in cases where the return is due to our error (e.g., incorrect item shipped, defective product).

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, we recommend returning the original item for a refund and placing a new order for the desired product. If you are seeking an exchange due to receiving a defective or incorrect item, please reach out to our customer service team for assistance.

6. Defective or Damaged Items

If you receive a defective or damaged item, we are truly sorry for the inconvenience. Please follow these steps:

  1. Contact Us Immediately: Reach out to info@bixaextcity.com within 48 hours of receiving your item. Include your order number, photos of the defective or damaged product, and a description of the issue.
  2. Return or Replacement: After reviewing your case, we will either issue a full refund or send a replacement item, depending on the availability of the product.

BixaExtCity will cover the cost of return shipping for defective or damaged items.

7. Refunds for Gift Purchases

If the item was purchased as a gift, you may be eligible for a store credit or a gift card for the returned item, instead of a refund to the original purchaser’s payment method. Please reach out to our customer service team to discuss the details of your return.

8. Late or Missing Refunds

If you have not received your refund after the processing time has passed, please check the following:

  • Bank Processing: It may take several business days for your bank or credit card company to process the refund. Please contact your bank or credit card company to inquire about the delay.
  • Contact Us: If you’ve followed up with your bank and still have not received your refund, please contact us at info@bixaextcity.com, and we will assist you in resolving the issue.

9. Contact Us

If you have any questions regarding our Refund and Returns Policy or need assistance with your return, feel free to contact our customer service team at:

10. Changes to This Policy

We may update or modify this Refund and Returns Policy at any time. When we make significant changes, we will post the revised policy on our website with the updated effective date. We encourage you to review this page periodically to stay informed about any changes to our return and refund practices.

Thank you for shopping at BixaExtCity. We appreciate your business and strive to make your shopping experience as seamless and satisfying as possible!