📋 Return Eligibility

To be eligible for a return or refund, your item must meet the following conditions:

Eligible Returns

• Timeframe: Return requests must be initiated within 30 days of receiving your order
• Condition: Items must be unused, in original condition, and in original packaging
• Completeness: All accessories, manuals, and packaging materials must be included
• Proof of Purchase: You must provide your order number and proof of purchase
• No Damage: Items must not show signs of use, wear, or damage

Non-Returnable Items

The following items cannot be returned or refunded:

• Items returned after 30 days from delivery date
• Opened, used, or damaged products (unless defective)
• Items without original packaging or missing components
• Products marked as final sale or clearance items
• Custom or personalized orders (if applicable)
• Items damaged due to misuse or improper handling

Important: Magnetic products must be returned with all magnetic pieces intact and properly secured to prevent damage during shipping.

🔄 How to Initiate a Return

We offer three convenient ways to start your return process:

After You Submit Your Return Request

Once you've initiated your return using any of the methods above, our customer service team will:

💰 Refund Processing

Refund Methods

Refunds are issued to the original payment method used for the purchase:

• PayPal: Refunds typically appear within 3-5 business days
• Credit/Debit Cards: Refunds may take 5-10 business days depending on your bank
• Shop Pay: Refunds are processed to your Shop Pay account within 3-5 business days

Refund Amount

Your refund will include:

• Product Cost: Full purchase price of returned items
• Original Shipping: Refunded only if the return is due to our error (wrong item, defective product)

⚠️ Important: Return shipping costs are the customer's responsibility unless the return is due to our error (defective product, wrong item shipped, or damaged during transit). Original shipping fees are non-refundable for standard returns.

Partial Refunds

In some cases, partial refunds may be granted:

• Items returned with missing components or accessories
• Items showing signs of use or minor damage
• Items returned without original packaging

We will contact you before processing a partial refund to discuss options.

🔁 Exchanges

We currently do not offer direct exchanges. If you need a different product:

1. Return the original item following our return process
2. Place a new order for the desired item
3. Once your return is approved, you will receive a full refund

This ensures you receive your new item as quickly as possible without waiting for the return to be processed first.

🛡️ Defective or Damaged Items

If you receive a defective or damaged product, we will make it right.

What Qualifies as Defective or Damaged

• Manufacturing defects affecting product functionality
• Items damaged during shipping (broken, crushed, or missing pieces)
• Wrong item shipped
• Missing items from your order

Defective/Damaged Item Process

1. Contact us immediately at support@buckyballsshop.com
2. Provide photos of the defective or damaged item and packaging
3. Include your order number and description of the issue
4. We will review and respond within 24-48 hours

Resolution Options

For defective or damaged items, we offer:

• Full Refund: Complete refund including original shipping costs
• Replacement: Free replacement shipped at no cost to you
• Partial Refund: Keep the item with a partial refund (if minor defect)

We cover return shipping costs for defective or damaged items. We will provide a prepaid return label or reimburse your return shipping costs.

📦 Return Shipping

Customer Responsibility Returns

For standard returns (change of mind, no longer needed, etc.):

• Customer is responsible for return shipping costs
• We recommend using a trackable shipping method
• Insurance is recommended for high-value items
• Customer bears the risk of loss during return shipping

Our Responsibility Returns

For returns due to our error (defective, damaged, wrong item):

• We will provide a prepaid return shipping label, OR
• We will reimburse your return shipping costs upon approval
• We bear the risk of loss during return shipping

Return Shipping Address

Do not return items to the address on your package. Contact us first to receive the correct return address and authorization.

Important: Items sent back without return authorization may be refused or delayed in processing.

🌍 International Returns

We accept returns from international customers following the same policy guidelines.

Important Notes for International Returns

• Return shipping costs are the customer's responsibility (unless defective/damaged)
• Customers are responsible for any customs fees, duties, or taxes on returns
• We recommend using a trackable international shipping method
• International returns may take longer to process (2-4 weeks)
• Original shipping costs and customs fees are non-refundable

⚠️ Customs Notice: If you refused to pay customs fees on delivery and the package was returned to us, we cannot offer a full refund. Return shipping costs and restocking fees (up to 20%) may apply.

⏱️ Processing Timeline

Here's what to expect during the return and refund process:

Total refund timeline is typically 2-3 weeks from when you ship the return, depending on shipping time and your payment provider.

❌ Refund Denials

Refunds may be denied if:

• Return request is made after 30 days from delivery
• Items are used, damaged, or not in original condition
• Original packaging or components are missing
• Items were not returned with proper authorization
• Items show signs of misuse or improper handling
• Return does not meet our eligibility criteria

If your refund is denied, we will contact you with an explanation and may offer alternative solutions.

💳 Cancellations

Before Shipment

You may cancel your order before it ships:

• Contact us immediately at support@buckyballsshop.com
• Include your order number in the subject line
• If the order hasn't shipped, we will cancel and issue a full refund
• Refunds for cancelled orders are processed within 3-5 business days

After Shipment

Once an order has shipped:

• The order cannot be cancelled
• You must follow our standard return process upon delivery
• Standard return shipping costs apply

Orders are typically processed within 1-2 business days, so please contact us as soon as possible if you need to cancel.

📞 Questions or Issues?

If you have any questions about returns, refunds, or need assistance with your order, our customer service team is here to help.

When contacting us about a return or refund, please include:

• Your order number
• Item name(s) and quantity
• Reason for return
• Photos (if applicable)