Refund policy
Return and Refund Policy
Last updated: [November 1, 2024]
Thank you for shopping with Born On The Block! We strive to provide you with high-quality products and excellent customer service. Please read our Return and Refund Policy carefully to understand your rights and obligations.
1. Order Issues
1.1 Damaged or Defective Items
If you receive a product that is damaged, defective, or not as described, please contact us within 14 days of receiving your order. Provide your order number and photos of the issue to returns@brandrobear.com, and we will work with you to resolve the problem, which may include a replacement or a refund.
1.2 Misprinted or Wrong Items
In the rare event that you receive a misprinted or incorrect item, please notify us within 14 days of delivery. We will arrange for a replacement at no additional cost to you.
2. Returns and Exchanges
2.1 Eligibility for Returns
• Customized Products: Since our products are custom-made to order, we generally do not accept returns for buyer’s remorse or incorrect size orders.
• Non-Customized Products: For non-customized items, you may request a return within 14 days of receipt.
2.2 How to Initiate a Return
To initiate a return, please email us at returns@brandrobear.com with your order number and reason for the return. We will provide you with return instructions if your request meets our return criteria.
2.3 Return Shipping
• Customer Responsibility: You are responsible for paying the shipping costs for returning your item, unless the return is due to our error.
• Shipping Costs: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
3. Refunds
3.1 Processing Refunds
Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
3.2 Late or Missing Refunds
If you haven’t received a refund yet, please check your bank account and contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done this and still have not received your refund, please contact us at returns@brandrobear.com.
4. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, send us an email at returns@brandrobear.com within 14 days of receiving your order.
5. Non-Returnable Items
• Gift Cards
• Downloadable Software Products
• Personal Care Items (e.g., face masks)
6. Order Cancellations
Orders can be canceled before they are sent to production. Once the order is in production, it cannot be canceled. Please contact us immediately at returns@brandrobear.com if you wish to cancel your order.
7. International Shipping and Returns
• Customs Fees: International orders may be subject to customs fees, which are the responsibility of the customer.
• Extended Delivery Times: International shipping may take longer due to customs processing.
• Returns: The same return policies apply to international orders, but please note that shipping times and costs may vary.
8. Contact Us
If you have any questions about our Return and Refund Policy, please contact us:
• Email: returns@brandrobear.com