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VOXEL INNOVZT INC——Return Policy
VOXEL INNOVZT INC (hereinafter referred to as "we," "us," or "the Company") is committed to providing you with high-quality pants and a high-quality shopping experience. To protect your legal rights and clarify the return and exchange procedures and rules, we have established these Return and Exchange Policy. Please carefully read and understand these Terms before purchasing pants from our website (voxelinnovzt.com, hereinafter referred to as the "Website"). By initiating a return or exchange request, you agree to abide by the terms of these Terms.
1. Return and Exchange Eligibility and Period
Applicable Products: These Terms apply to all new, unused, and eligible pants purchased through our website.
Return and Exchange Period: You must initiate a return or exchange request through our website customer service or designated channels within 14 calendar days of receiving your pants. Return or exchange requests received after 14 calendar days will not be accepted. Special Note: If the pants you received exhibit obvious quality defects (such as damaged fabric, missing stitching, or significant discrepancies between the size and the order), please contact us within 14 calendar days of receiving the product and provide relevant documentation (such as product photos or videos). We will prioritize your return.
2. Return and Exchange Requirements
To ensure a smooth return and exchange process, the pants you request for return or exchange must meet the following requirements:
Product Condition: The pants must be brand new, unworn, unwashed, and unaltered (e.g., hem cuts, button replacements, etc.). Product labels, tags, and packaging (such as dust bags and boxes) must be intact and free of any missing or damaged items.
Proof of Purchase Requirements: You must provide a valid order number, proof of purchase (such as an order screenshot or email confirmation), and clear photos or videos of the product in question (for quality issues) so we can verify the order information and product condition. Non-human damage: Returns and exchanges must be based on non-human factors. Damage caused by improper wear, improper washing (e.g., not following the label instructions, resulting in shrinkage or staining), or poor storage (e.g., insect infestation or mildew) are not eligible for returns or exchanges.
3. Return and Exchange Process
Submit a request: You can submit a return or exchange request via the following methods:
Website application: Log in to your website account, go to the "My Orders" page, find the corresponding order, click "Request Return or Exchange," enter the reason for return or exchange, and the desired handling method (return, refund, or exchange), and upload relevant supporting documents (e.g., product photos).
Email application: Send an email to our customer service email address ([email protected]) with the subject line "Return or Exchange Request + Order Number." The body of the email should include your name, contact information, order number, reason for return or exchange, desired handling method, and any supporting supporting documents.
Review and Confirmation: We will review your return or exchange request within two business days of receiving it and notify you of the review result via email or text message. If your request is approved, we will provide you with a return address, shipping instructions, and a return number (please mark this on the return package for quick identification). If your request is unsuccessful, we will provide you with a detailed explanation (e.g., ineligible for return or insufficient documentation).
Returning the Product: After approval, please ship the pants you wish to return or exchange by express delivery to the return address we provide within 5 calendar days (see Section 4 of these Terms for return shipping charges). When returning the pants, please be sure to include a note with your name, contact information, order number, and return number to avoid processing issues due to missing information.
Inspection and Processing: Upon receipt of your returned pants, we will inspect and verify their eligibility for return or exchange within 3 business days.
Return and Refund: Upon successful inspection, we will refund your payment to your original payment account within 5-7 business days (refund processing time is subject to the payment platform or bank processing cycle, typically 1-3 business days). Exchanges: After acceptance, we will arrange shipment within 7 business days based on your exchange request. (If the exchanged item is out of stock, we will promptly notify you and offer an exchange for another style or a return and refund.) We will also email you the new tracking number for easy tracking.
4. Shipping and Fees
Return Shipping:
For returns or exchanges due to product quality issues or incorrect shipments (e.g., the style, size, or color does not match the order), we will cover the return shipping costs. Please use standard courier services (such as USPS, FedEx Ground, etc.) and retain your shipping receipt. Upon approval, we will reimburse the shipping costs by bank transfer to your designated account (with a shipping invoice or payment receipt). The reimbursement amount will not exceed the standard U.S. standard courier rates .
For returns or exchanges initiated for personal reasons (e.g., dislike of the style, incorrect size, etc.), you will be responsible for the return shipping costs. We do not offer shipping reimbursement. Exchange Shipping Costs: For exchanges due to product quality issues or incorrect shipments, we cover the shipping costs for the replacement pants. For exchanges due to personal reasons, you are responsible for the shipping costs (this cost will be charged to your order or paid separately when you request an exchange. The specific amount is subject to actual shipping costs).
Logistics Risks: If there are any logistics risks such as package loss or damage during the return process, you will resolve them through negotiation with the logistics provider. We are not responsible for any damage or loss during the shipping process until we have received and inspected the package. We recommend that you use a trackable, insured courier service to ensure the safety of your package.
5. Refund Information
Refund Method: We will refund the original payment method used for your order. If the original payment method was credit card, the refund will be credited to the corresponding credit card account. If the original payment method was PayPal, the refund will be credited to the corresponding PayPal account. Refund Amount:
Unconditional Return: The refund amount is the actual amount paid for the pants (excluding shipping and taxes. If the order was discounted, the refund will be the discounted amount).
Return Due to Quality Issues: The refund amount is the actual amount paid for the pants + a shipping allowance (within the scope of the shipping allowance stipulated in Article 4, Section 1 of these Terms). Shipping and taxes will also be refunded.
Exchange Refund (only for out-of-stock items): The refund amount is the same as the agreed refund amount for Unconditional Returns or Returns Due to Quality Issues. The refund amount will be subject to actual circumstances.
Refund Delays: If you have not received your refund within the agreed refund period, please first check your payment account statement (there may be delays with the payment platform or bank). If you confirm that your refund has not been received, please contact our customer service email ([email protected]) with your order number and proof of unreceipt of the refund. We will assist you in resolving the issue.
6. Special Circumstances
Order Cancellation: If you wish to cancel your order after placing it but before your pants are shipped, please contact our customer service immediately (via the website or email). We will process your order cancellation and a full refund (including shipping and taxes). If the pants have already shipped, you must initiate a return request in accordance with these Terms and Conditions after receiving the product. You cannot cancel your order directly.
Holiday Impact: If the return or exchange request review, product acceptance, or refund processing falls on a US statutory holiday (such as Christmas, Thanksgiving, or Independence Day), the processing time will be delayed accordingly. The specific delay time will be determined by our customer service. We will inform you of the relevant arrangements through website announcements or emails before and after the holiday.
Bulk Order Returns and Exchanges: If you are a wholesale customer and have purchased 10 or more pairs of pants, bulk returns and exchanges require prior communication with our customer service. Return and exchange terms, procedures, and fees will be separately agreed upon. These terms and conditions do not apply.
7. Terms Updates and Contact Us
Term Updates: We may revise these Return and Exchange Terms from time to time based on business development needs, product adjustments, or changes in relevant laws and regulations. Upon any such revision, we will prominently post a notice of the update on our website homepage and indicate the effective date of the new terms. Purchasing our products or initiating a return or exchange request after the new terms take effect constitutes your acceptance of the revised terms. If you do not accept these terms, you may cease purchasing or using our services.
Contact Us: If you have any questions about these Return and Exchange Terms or encounter any issues with your return or exchange, please contact us through the following channels:
Company Name: VOXEL INNOVZT INC
Website: voxelinnovzt.com
Customer Service Email: [email protected]
Our customer service team will respond promptly to your inquiries and provide you with professional assistance during business days (Monday-Friday, 9:00 AM - 5:00 PM EST).