Return & Refund Policy

Return Policy

1. Pre-Delivery Inspection:

- Check the box for damages before accepting delivery.
- Confirm product name and model against order confirmation.
- If incorrect or damaged, do not accept delivery and contact customer service immediately.

2. General Return Policy:

- Returns Within 60 Days:
  -- If the product is defective, damaged upon arrival, or does not match the description, you may return it for free. Please provide a photo or video of the issue. (The product must be in its original packaging.)
   -- If the return is due to a change of mind or any other reason unrelated to the condition of the product (e.g., unwanted items or buyer's remorse), you will be responsible for the actual shipping costs.

- Returns After 60 Days:
Customers can still request a return by emailing or calling us, but the return shipping cost will be the customer’s responsibility. (The product must be in its original, undamaged condition and packaging. If the return request is made after 60 days, a 25% restocking fee will be applied. However, we are happy to assist you under our 5-year warranty policy for any product defects.

- Refunds:
 Refunds will be issued to the original payment method.

3. Order Confirmation and Shipment:
- Confirmation email sent upon order placement.
- Delivery typically within 2-10 business days; custom products may take 4-12 weeks.
- Email confirmation with tracking number sent once shipped.

4. Areas Covered:
- Shipping mainly to the contiguous United States. Contact for shipping to Hawaii, Alaska, or U.S. territories.

5. Damages and Delivery:
- Inspect packaging upon arrival. Note any damages or shortages on the bill of lading.
- Contact customer service within 2 business days with photos of damage for a claim.
- Replacements shipped at no cost after a successful claim.

6. Cancellations & Custom Orders:
- Orders can be canceled at no cost before the shipping label creation or if the order status is "Label Created" after shipment. If the order is in transit, a cancellation fee will be charged (the fee is 10% of the order total to intercept the shipment).
- Custom items cannot be canceled or returned once production has started.

For assistance, please contact us at sales@exbriteusa.com or call +1 302 336 8180.

 

Refund Policy

- Refunds will be issued upon receipt and inspection of the returned item. If the item is in its original packaging and in good condition, a full refund will be provided. However, if the item is not in its non used condition, we will refund 40% of the purchase price.
- Allow 3-10 days processing time.
- For damaged products due to seller's fault, a photo is required for a refund or replacement at no additional cost.

 

Warranty Policy

- Our products come with at least a five-year warranty, and we offer repair or replacement services.
- The specific duration of the warranty period will be detailed on the product page or in the documentation provided with the product.
- To avail warranty service, customers are required to provide proof of purchase and a description of the quality issue.
- If a product is eligible for warranty service, we will determine whether to repair or replace the item based on the nature of the issue.
- Customers may need to send the product back for assessment, and they will be informed about any associated shipping costs or procedures.

 

Contact Information:
- Email: sales@exbriteusa.com
- Phone: +1 302 336 8180