Refund Policy

For “International Shipping Returns and Refunds Policy” please refer the sub-section below.

You have 14 days from the date of receiving your item to request a return, in line with our 14-day return policy. Please be informed that any returned items will receive refunds with in-store credit in form a Discount / Voucher Code.

Eligibility for Return

To qualify for a return, the item must meet the following criteria:

Must be in the same condition as received, unworn or unused.
Must have original tags attached.
Must be in its original packaging.
A receipt or proof of purchase is required.

Initiating a Return

Step 1: Log In to Your Account

Visit the FindxBuy website and log in to your customer account using your email.

Step 2: Navigate to Your Orders

Once logged in, click on “My Account” or “My Orders” (the wording may vary) to view your order history.

Step 3: Select the Item You Wish to Return

Locate the order containing the item you want to return.
Click on the “Return” or “Request a Return” button next to the specific item.

Step 4: Complete the Return Form

You will be directed to a return form where you’ll need to provide details about the return.
Select the reason for the return from the drop-down menu or provide a brief explanation in the provided text box.
Ensure that the item meets the return criteria (unworn or unused, original tags, original packaging, and receipt or proof of purchase).
In some cases, you will be required to provide proof of damage on arrival via clear pictures or video if this is your stated reason.

Step 5: Submit the Return Request

Review the information to ensure accuracy.
Click the “Submit” or “Request Return” button to send your return request.
You will receive a confirmation email, and your request will be responded to within 24 hours.

Alternative Method: Email Support

If you require additional assistance or prefer to initiate the return via email, you can contact us at [email protected]
Include your order number, the item you wish to return, and the reason for the return in the email, as well as proof of damage on arrival via clear pictures or video if this is your stated reason.
Please note that replies to emails may take up to 3 business days.

Step 6: Follow the Provided Instructions

Once your return request is accepted, you will receive detailed instructions via email on how and where to send your package, along with a return shipping label, if applicable.
Carefully follow the provided instructions to ensure a smooth return process.
All customers are responsible for the cost of return unless stated otherwise.

Step 7: Package the Item

Securely package the item in its original packaging, ensuring that it meets the return criteria.
Attach the return shipping label if provided.

Step 8: Ship the Item

Send the package using the specified shipping method.
Retain the shipping receipt or tracking number for your records.

Additional Support

If you encounter any issues or have questions during the process, please contact us at [email protected] or refer to the Customer Care Tab on our website.

Important Notes:

Items must meet the return eligibility criteria (e.g., unworn, original tags, original packaging).
Certain items may not be returnable (refer to the Exceptions and Non-Returnable Items section on the Customer Care page).

Upon acceptance of your return request, we will provide you with a return shipping label and detailed instructions on how and where to send your package. Please note that items sent back without a prior return request will not be accepted.

For any questions regarding returns, feel free to contact us at [email protected]

Damages and Issues

Should you discover any defects, damages, or receive the wrong item, please contact us immediately. We will assess the issue and rectify it promptly. If the damage is confirmed by our supplier, an exchange or refund, exclusive of the original shipping fee, will be issued. However, the cost of returning the item to us will not be refunded.

Exceptions and Non-Returnable Items

Please note that the following items are not eligible for return under our policy:

Perishable Goods: Items that can spoil or deteriorate quickly, such as food, flowers, or plants.
Custom or Personalised Products: Any products that have been tailor-made or personalised to your specifications.
Personal Care and Hygiene Products: Items that have a seal for health protection and hygiene, including:
- Beauty products and cosmetics.
- Undergarments, including underwear and bras
- Sex toys and other personal and intimate pleasure items
- Any other items where the hygiene seal has been broken
Hazardous Materials: Including flammable liquids, gases, or other potentially dangerous substances.
Media Products with Broken Seals: such as CDs, DVDs, or software where the seal on the wrapping has been broken.
Goods Mixed Inseparably with Other Items: Items that have become mixed with other goods after delivery in such a way that they cannot be separated.
Digital Content: Including downloads and streaming services, if you have given express consent for the download to start within the 14-day cancellation period and acknowledged that you will lose the right to cancel once the download starts.
Contracts for Specific Events or Dates: such as hotel bookings, flights, car hire, concerts, and other event tickets
Extended Warranties or Additional Items: Added to your basket as a result of a pre-ticked box (though you are entitled to a refund if charged in this way).
Sale Items and Gift Cards: These are also non-returnable.
Other Exceptions: Any other items explicitly mentioned in the product description or under our terms and conditions are non-returnable.

This list is comprehensive, but not exhaustive. If you have any questions or concerns about the return of a specific item, please get in touch with us at [email protected]. Always refer to the product description and our terms and conditions for the most accurate and up-to-date information on return eligibility.

Exchanges

For exchanges, please return the original item, and once accepted, make a separate purchase for the desired item.

European Union 14-Day Cooling-Off Period

For merchandise shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification, under the same conditions mentioned above.

Refunds

Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 10 business days. You have 14 days from the date of receiving your item to request a return, in line with our 14-day return policy. Please be informed that any returned items will receive refunds with in-store credit in form a Gift Card / Coupon Code.

If more than 15 business days have passed since the approval of your return, please contact us at [email protected].

International Shipping Returns and Refunds Policy

This policy applies specifically to orders shipped outside of the United Kingdom. Please carefully review this policy before placing an international order.

Understanding Your Responsibilities

Return Shipping Costs: As an international customer, you are solely responsible for all costs associated with returning an item. FindxBuy or its suppliers will not reimburse you for return shipping expenses under any circumstances.
Original Shipping Costs: The original shipping fees you paid for your order are non-refundable. This applies even if the return is due to damage or defects.
Damage During Shipping: While we carefully package items for international transit, damage can occasionally occur. If an item arrives damaged, please take clear photos or videos and contact us immediately. You may be instructed to file a claim with the shipping carrier.
Investigation of Damages: In the rare event that damage is suspected to have originated from our end or our suppliers’ – a situation that has yet to occur due to our stringent shipping and packing processes – we will conduct a thorough investigation. If it is determined that we or our suppliers are at fault, a refund for the cost of the item, either partially or in full, will be issued. This determination will be made on a case-by-case basis. In some cases, we may ask you to return the item (at your own expense) for further assessment before making a refund decision.

Eligibility for Returns

14-Day Window: You have 14 days from the date you receive your order to request a return.
Item Condition: Products must be returned in their original condition – unworn, unused, with original tags intact, and in the original packaging. Failure to meet these conditions may result in rejection of your return.
Proof of Purchase: Always include a copy of your receipt or other proof of purchase with your returned item.

How to Initiate a Return

Contact Us: Email [email protected] to start the process. Please provide the following information:
- Your order number
- The specific item(s) you want to return
- The reason for your return
- Photos or video clearly showing damage, if applicable.
Instructions: Our customer service team will review your request and provide detailed instructions on how and where to ship your return package.
Packaging and Shipping: Securely package the item in its original packaging. Choose a shipping method with tracking and consider purchasing insurance, as you are responsible for the item until it reaches our facility. Retain your tracking information for reference.

Refunds (If Approved)

Inspection: Once we receive your return, it will be inspected to confirm its condition and eligibility for a refund.
Decision: We will notify you via email of our decision to approve or reject your refund request.
Partial/Full Refund: If a refund is approved, we may issue a partial or full refund for the cost of the item itself. This decision is made on a case-by-case basis, particularly in instances of damage. Original shipping costs and any other shipping costs incurred by the customer, even during returns remain non-refundable.
In-Store Credit: Refunds will be processed in the form of in-store credit, such as a Gift Card / Coupon Codes, for use on future purchases. Gift Card / Coupon codes are valid for 1 year from the date they are issued.

Important Considerations

Non-Returnable Items: Please be aware that some items cannot be returned due to their nature. This includes perishable goods, custom or personalized products, and select personal care items. Refer to our website’s complete Returns and Refunds policy for a full list of exceptions.
Questions: If you have any questions about our International Returns and Refunds Policy, please contact [email protected] for assistance.

Disclaimer

FindxBuy and its suppliers are not liable for damage incurred during international shipping. We strongly recommend insuring your shipments for added protection. It is your responsibility to understand the risks involved with international shipping.