Damaged items must be reported within 2 business days of receiving your order. We recommend that you take pictures of the damages prior to opening any packages and send them to firstname.lastname@example.org.
Our team will review the damaged item and send a return shipping label free of charge.
Once your return is received and inspected, we will send you an email to notify you that we have received your damaged item.
Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 30 days of purchase. You can return your product for a different product or a refund to the original payment method depending on the reason for return.
Please note the following exceptions to our return and refund policy:
- Discounted items are final and cannot be returned or exchanged unless damaged. Please send a picture of the damaged item to email@example.com along with your order number.
- Returned items must be returned in original product packaging.
- Returned items must have no visible signs of wear or use.
To initiate a return or exchange, please complete the following steps:
- Email firstname.lastname@example.org with your order number, reason for return, and proof of damage if applicable.
- Our team will send a return label for you to print.
- Print the prepaid shipping label that you will receive by email.
- Send all items back to us using the label provided.
- We will respond to all return inquiries within 72 hours and return labels will be sent within 3-5 business days.
- Customers are responsible for shipping fees if the item is return for any reason other than damage.
- There is a 30% restocking fees for all returns if the item is return for any reason other than damage.
- Please contact email@example.com for any questions you may have.
Late or missing refunds (if applicable):
If you haven’t received a refund, first check your bank account again or contact your credit card company, it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
To return your product, you should mail your product to:
XOMA Operations Inc.
109-19353 22 Avenue, Surrey, BC V3Z 3S6
Phone: (604) 359-4725
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.