Thank you for shopping at exogearonlineshop.com. We are committed to providing you with quality products and services. If you are not satisfied with the products or services you purchased, we provide a refund service. Please read our refund policy carefully before reading further.
1. Refund conditions
The prerequisites for us to provide a refund are as follows:
Return period: The product should be returned and refunded within 30 days after receipt. If this period is exceeded, we may not be able to accept the refund request.
Product condition: The product must be unused, unopened, undamaged and retain the original packaging. The returned product should be in the same condition as when received.
Non-returnable products: Some products cannot be returned. Please confirm whether the product meets the return policy before purchasing.
Refund application: The refund application requires the order number, purchase receipt and relevant product photos. Please submit a refund application through our customer service channel.
2. Refund process
If the refund conditions are met, the refund process is as follows:
Submit a refund application: Please submit a refund application to us via email and attach the necessary information (such as order number, product photos, reason for return, etc.).
Return processing: After receiving your refund request, we will confirm whether the product is eligible for return. Eligible products will be returned to our warehouse. You need to bear the return postage unless the product itself has quality problems or the wrong product is sent.
Refund processing: We will process the refund within 7 working days after receiving the returned product and confirming that it is correct. The refund will be refunded through your original payment method. If you pay by credit card, the refund amount will be reflected in your credit card account, and the time may vary depending on the bank’s processing speed.
3. Refunds caused by product problems
If the product has the following problems, you can apply for a refund:
Damaged or defective products: If the product you received is damaged during transportation or has manufacturing defects, please contact our customer service in time, and we will arrange a return, exchange or refund according to the situation.
Wrong product: If the product you received does not match the order, please provide relevant evidence and we will provide you with a refund or exchange service.
4. Refund method
The refund will be processed according to your payment method, and possible refund methods include:
Credit/debit card refund: The refund amount will be returned to your credit card or debit card account by the original route.
Refunds through third-party payment platforms: If payment is made through a third-party payment platform (such as Alipay, WeChat Pay, PayPal, etc.), the refund will be processed through the same payment platform.
Other methods: In certain cases, if a refund cannot be made through the above methods, we will communicate with you and provide other suitable refund methods.
5. Situations that do not meet the refund conditions
The following situations are generally not eligible for refunds:
The product has been used, washed or damaged;
The product packaging has been opened or lacks the original packaging;
The return period has expired;
Special customized products cannot be returned unless there is a quality problem with the product;
Other non-returnable products.
6. Refund time
Once your refund application is approved, the refund will be processed within 7 working days and returned through the original payment method.
The processing time of the refund may be delayed depending on the bank or payment platform.
7. Return shipping costs
If the return is due to product quality problems or our wrong shipment, the return shipping costs will be borne by us.
If you request a return for personal reasons (such as change of mind, wrong purchase, etc.), you need to bear the return shipping costs.
8. Updates to Refund Policy
We may update this refund policy from time to time. All updates will be posted on this page and will take effect after the update. Please check our refund policy regularly to ensure that you are aware of the latest refund terms.
