Return and Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at daiweide099@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at daiweide099@gmail.com.
1. Return & Exchange Eligibility
We accept returns and exchanges under the following conditions:
Timeframe:
Standard returns/exchanges: Within 30 calendar days of delivery date
Condition Requirements:
Items must be:
. Unused and in original condition
. With all original tags attached
. In original packaging with all protective materials
. Free of odors, stains, or damage
Includes all accessories (dust bags, authenticity cards, etc.)
Non-Returnable Items:
. Final sale items (clearly marked during checkout)
. Customized or personalized items
. Items purchased from third-party retailers
. Items damaged due to customer misuse
. Used items showing signs of wear
2. Initiation Process
Step-by-Step Return/Exchange Procedure:
Contact Us First:
Email daiweide099@gmail.com within 30 days of delivery
Include in your email:
• Order number
• Product name/SKU
• 3-5 clear photos showing:
Front/back of item
Original tags
Any flaws (for damage claims)
• Reason for return/exchange
Approval Process:
Our team will respond within 48 business hours
Packaging Requirements:
Use original packaging when possible
Include all original documents
Shipping Back:
US returns must be postmarked within 10 days of approval
International returns within 14 days
Recommended carriers:
• US: UPS or USPS with tracking
• International: DHL or FedEx
3. Exchange Program
Exchange Options:
Size/Color Exchange:
Available within 30 days of original purchase
Subject to current inventory
Price adjustments apply if exchanging for higher-value item
Exchange Process:
Complete standard return process
Return tracking number
Desired exchange item(s)
We'll notify when new item ships
4. Damaged/Defective Items
Immediate Action Required:
Report within 7 days of delivery
Email claims@bivoxa.com with:
• "DAMAGED ITEM" in subject line
Product defects from multiple angles
Close-ups of flaws
• Video of unboxing (if available)
Resolution Options:
Replacement:
Priority shipped within 24 hours of approval
No additional cost
Refund:
Full refund including original shipping
Processed within 24 hours
5. International Returns
Special Considerations:
Customers responsible for:
• Return shipping costs
• Any customs duties/fees
• Proper customs documentation
Recommended:
• Mark as "Returned Goods" on customs forms
• Insure package for full value
• Use tracked shipping
6. Refund Details
Processing Timeline:
Allow 3-5 business days for us to receive your return
1-2 business days for quality inspection
3-5 business days for refund processing
Additional 3-10 business days for bank processing
Refund Amounts:
Full refunds issued for:
• Defective items
• Wrong items shipped
• Significant product discrepancies
Partial refunds (minus deductions) for:
• Change of mind returns (10% restocking fee)
• Original shipping costs (non-defective returns)
Refund Methods:
Original payment: Refunded to original PayPal account
FAQ
Q1: How long does the return/exchange process take?
⏳ Standard processing time:
Returns/Refunds: 7-15 business days (including QC and bank processing time)
Exchanges: 3-5 business days (priority processing)
Q2: Who bears the return shipping cost?
📦 Shipping payment rules:
Customer doesn't like/need: Customer pays the return shipping fee
Wrong shipment/quality problem: Bivoxa bears the return shipping fee
It is recommended to choose traceable logistics (e.g., USPS, UPS, DHL) to avoid parcel loss
Q3: Can I return a product if the label or package is missing?
⚠ Yes, but with conditions:
It is recommended to take photos of the product status before return
Missing original packaging may affect the refund amount
Q4: Can I return an item after 30 days?
Special circumstances (e.g. logistics delays): Contact customer service for an evaluation
Q5: How do I determine if an item qualifies for "Unused" status?
✅ Returned items must meet the following criteria:
Hardware is free of scratches (protective film is not torn off)
Lining is free of any signs of use (e.g., cosmetic marks)
Leather is free of indentation or deformation
All accessories are complete (dust bags, cards, padding)
Q6: What should I do if my international return is detained by customs?
🌍 Solution:
Provide us with a notice of customs hold, contact our customer service at
and we will assist with the process or reimburse you for the duty (in the form of a credit).
Q7: Why is the refund amount less than what I paid?
💰 Possible Deductions:
Non-Quality Returns: original shipping charges are not refundable
Impact on Second Sales: 10% restocking fee
International Returns: Customs/Import Taxes may be deducted (if applicable)