15 Day Buy & Try Return Policy
While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realize the product you ordered wasn't exactly what you were hoping for. That's why we offer a 15 Day Buy & Try Return Policy.
Customers can contact us within 15 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please email us at info.dxbrace@gmail.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Once your return item(s) have been received and inspected at our warehouses, we will send you an email notification that we have processed your return payment to your original payment method.
Please note: In order to receive a full refund for the item(s) ordered, the item(s) must arrive back to our warehouses in original, unused condition.
Our Solutions
1. DX BRACE™ Responsibility:
If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to info.dxbrace@gmail.com the day of delivery.
DX BRACE™ will pay for shipping defective, damaged, or incorrect merchandise at our cost. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed. We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
This solution is only when the product is damaged or DX BRACE™ is responsible for shipping the wrong item/ size or variant.
2.Customer's responsibility
Incorrect order (variant/size of item)
If the customer has ordered an incorrect variant, size or product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. All and any shipping fees are non-refundable.
Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 15 days of receiving the product and our Customer Support Team will try to find a satisfactory solution.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees. Cancellations received before shipment will receive a full refund. Orders canceled after items have shipped will follow our 15 Day Buy & Try Return policy and will be subject to return shipping costs.
