RETURNS, REFUNDS, AND CANCELLATION POLICY

Thank you for shopping with us. We want you to be fully satisfied with your purchase. Please note that we do not offer refunds for failure to review our Store Policies prior to purchasing. This especially includes our Shipping, Tracking, and Fulfillment Policy and our Returns, Refunds, and Cancellation Policy. Please review our Returns and Refunds, and Cancellation policy below: 

 

 

1. RETURN ELIGIBILITY 

•  Custom Items  All custom items are considered final sale and are not eligible for returns, refunds, or exchanges. This includes any personalized or made-to-order products. We encourage you to review all customization details carefully before placing your order.

•  Non-Custom Items  For non-custom items, we offer returns and refunds with the following conditions:

a) Eligibility: To be eligible for a return and refund, the item must be unused, in its original condition, and returned within 7 days from the date of delivery.

b) Restocking Fee: All returned items are subject to a 10% restocking fee. This fee accounts for the unique specifications and customizations involved in the order.

c) Return Shipping: The buyer is responsible for the return shipping costs unless the return is due to an error on our part or a defective product.

•  Clearance Items  All clearance items are final sale and not eligible for refunds, cancellations, returns, or exchanges.

 

2. RETURN PROCESS

 

 

 

If your order is eligible for a return and you agree to the above terms, please follow the steps below:

 

1. Contact our customer support within 7 days from the date of delivery to request a return and provide the necessary details. Our customer support will provide you with the the return address to ship your package back to.

2. Pack the item securely in its original packaging, if possible, and include all original accessories, manuals, and any other items that came with the product.

4. Ship the item back to us using a trackable shipping method and provide us with the tracking information. We recommend purchasing shipping insurance to protect against any loss or damage during transit.

 

 3. REFUNDS AND EXCHANGES

Once we receive the returned item and verify its condition, we will process the refund or exchange as follows: 

 Refunds 

If the item meets the eligibility criteria mentioned above, we will issue a refund minus the 20% restocking fee and shipping costs within 1 business day. This fee accounts for the unique specifications and customizations involved in the order. The refund will be credited back to the original payment method used for the purchase. Please note that shipping costs, including the original shipping fee, are non-refundable.

 Exchanges 

If the item meets the eligibility criteria mentioned above, we will begin the exchange process the next business day after we receive and inspect the returned item.

It is crucial to understand that initiating the exchange process will trigger a new fulfillment cycle. This means that the time it takes for the replacement item to be processed, fulfilled, and shipped may vary from the original order fulfillment. Factors such as product availability, customization requirements, and shipping method chosen may influence the duration of the new fulfillment process.

Rest assured, we strive to expedite the exchange process as efficiently as possible. We will keep you informed throughout the process, providing updates and relevant tracking information once the replacement item is dispatched.

 

4. DAMAGED OR DEFECTIVE ITEMS

We only replace items or accept returns if items are defective or damaged upon arrival. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Customers have 7 days after receiving the item to send a return or exchange inquiry with photos of the defective item(s) to contact@thebaibeexperience.com. 

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Once your item 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 exchange will be processed and you will either be shipped the same product you initially purchased, or refunded. You are responsible for shipping costs back to us. 

 

 5. ORDER CANCELLATION

Order Cancellations are only acceptable within 48 hours of the purchase date with a detailed explanation for the requested cancellation. Full refunds will be issued via your original payment method minus any transaction fees. Refunds are completed and deposited within 1-5 business days depending on your financial institution. 

In the event that you decide to initiate an order cancellation beyond the initial 48-hour period from the date of purchase, please be aware that a restocking fee of 20% will be deducted from your refund. This deduction accounts for the distinctive specifications and personalized adjustments inherent in each order. We secure custom specifications from our vendor promptly, which necessitates this policy.

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 and we will assist you.

 

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Thank you for taking the time to understand our Returns, Refunds, and Cancellation Policy. We appreciate your effort in familiarizing yourself with our processes and guidelines. If you have any further questions or need assistance, please don't hesitate to let us know. We value your support and look forward to serving you.

Updated: August 24, 2023