Refund Policy
At our store, we want you to shop with confidence—if an item doesn’t meet your expectations, we’re here to help. Below is a clear breakdown of our return, exchange, and refund processes to ensure a smooth experience.
1. Return Timeframe
We offer a 30-day return window for most items. This means you must submit a return request within 30 calendar days from the date you receive your package. Requests made after this period will not be eligible for processing.
2. Eligibility for Returns
To qualify for a return, your item(s) must meet all of the following criteria:
- Remain in the exact condition as when you received it: unworn, unused, unwashed, and free from stains, tears, or damage (including no signs of wear on zippers, buttons, or tags).
- Retain all original tags, labels, and packaging (e.g., product boxes, dust bags, plastic wraps)—missing or damaged packaging may result in return denial.
- Be accompanied by valid proof of purchase, such as your order confirmation email, receipt, or order number.
3. How to Initiate a Return
Follow these simple steps to start your return:
- Submit a return request: Contact our customer support team at service@auxdio.com with your order number, the name of the item(s) you wish to return, and a brief reason for the return (e.g., “size too small,” “style not as expected”).
- Await approval: Our team will review your request within 1–2 business days. If approved, we’ll send you a pre-paid return shipping label and detailed instructions (including the return address and how to properly package your item).
- Ship your item back: Securely pack the eligible item(s) (using the original packaging if possible), attach the provided shipping label, and drop it off at the designated carrier location.
Important note: Items sent back to us without prior approval (i.e., no return request submitted first) will be rejected and returned to you at your own cost.
4. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If you receive:
- A defective item (e.g., broken seams, missing parts, manufacturing errors),
- An item damaged during shipping (e.g., torn packaging, bent fabric),
- Or the wrong item (different from what you ordered),
Contact us at service@auxdio.com right away (within 3 business days of delivery). Include your order number, clear photos of the issue (e.g., damaged area, wrong item next to the order slip), and a description of the problem. We’ll assess the situation promptly and resolve it—options may include a free replacement, full refund, or pre-paid return for a correction.
5. Non-Returnable Items & Exceptions
The following items cannot be returned or refunded under any circumstances, due to health, safety, or customization reasons:
- Perishable goods: Food, flowers, plants, or any items with a short shelf life that may spoil.
- Custom/personalized products: Items made to your specific requests (e.g., monogrammed clothing, custom-printed accessories, made-to-measure items).
- Personal care goods: Beauty products, skincare, haircare, or hygiene items (to prevent health risks from used products).
- Hazardous materials: Flammable liquids, gases, or any items classified as dangerous goods.
- Sale/clearance items: All discounted products (including items marked “final sale”)—this exclusion does not apply if the sale item is defective or incorrect.
- Gift cards: Digital or physical gift cards cannot be returned, refunded, or exchanged for cash.
If you’re unsure whether your item qualifies for a return, reach out to our support team at service@auxdio.com before initiating a request.
6. Exchange Process
We do not offer direct exchanges (e.g., swapping one size/color for another) to keep the process efficient. Instead, follow this two-step approach to get your desired item:
- Initiate a return for the item you want to exchange (following the steps in Section 3).
- Once your return is approved and we confirm receipt of the item, place a new order for the desired item(s) through our website or contact support to assist with the purchase.
7. Refund Process
- Refund Notification: After we receive and inspect your returned item (usually within 2–3 business days of delivery to our warehouse), we’ll send you an email to confirm if your refund is approved or denied.
- Refund Processing Time: If approved, the refund will be automatically credited back to your original payment method (e.g., credit card, PayPal) within 5 days of approval.
- Bank Processing Note: While we process refunds promptly, your bank or credit card issuer may take an additional 1–3 business days to post the funds to your account. This step is outside our control and varies by financial institution.
If you haven’t received your refund after 5 business days of approval, please check your bank statement first—if the funds still don’t appear, contact our support team with your refund confirmation email for assistance.F