At CROSSBORDER HUB PTE. LTD., we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we are here to help. Please read our Returns Policy below for the full details on how to return an item.
1. Eligibility for Return
We accept returns on eligible items within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:
- The item must be unused, undamaged, and in its original packaging.
- The item must be in resalable condition, with all tags, labels, and accessories still attached.
- You must provide proof of purchase, such as an order confirmation or receipt.
2. Non-Returnable Items
The following items are non-returnable:
- Products that have been used or worn (other than for trying them on).
- Products that are damaged due to misuse or neglect.
- Customized or personalized items (if applicable).
3. How to Initiate a Return
To start the return process, please follow these steps:
- Contact Us: Reach out to our customer service team at [email protected] within 30 days of receiving your order. Please include your order number and a brief description of the reason for the return.
- Return Authorization: Our team will review your request and provide you with a Return Authorization number (RA number) and instructions on how to return the item.
- Pack Your Return: Carefully package the item(s) you wish to return, ensuring they are securely packed to prevent damage during transit. Include all original packaging, tags, and any accessories.
- Return Shipping: Customers are responsible for the return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure your return arrives safely.
4. Inspection and Refunds
Once we receive your returned item, we will inspect it to ensure it meets the return criteria. If the item is deemed eligible for return, we will process your refund or exchange. Please note:
- Refunds will be issued to the original payment method used during the purchase.
- Exchanges (if applicable) will be processed once the returned item is received and inspected.
Please allow up to 10 business days for your refund to be processed and reflected in your account, depending on your bank or payment provider.
5. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us at [email protected] within 7 days of receiving your order. Provide a description of the issue along with any photos of the damage. We will assist you in returning the item and processing a replacement or refund.
6. Late Returns
We can only accept returns within 30 days of receiving your order. Returns received after this period will not be eligible for a refund or exchange.
7. Return Shipping Costs
- Return Shipping for Non-Defective Items: Return shipping costs are the responsibility of the customer.
- Return Shipping for Defective or Incorrect Items: If the return is due to an error on our part (e.g., wrong or defective item), we will cover the return shipping costs.
8. International Returns
For international customers, return shipping costs are the responsibility of the buyer. We recommend using a trackable shipping service to return your items. Please note that any customs fees, import duties, or taxes associated with returns are the responsibility of the customer.
9. Contact Us
If you have any questions about our Returns Policy or need assistance with a return, please feel free to contact us at:
Email: [email protected]
We are here to help and will do our best to ensure your return process is as smooth as possible.