Return policy
1. Eligibility for Returns
To qualify for a return, exchange, or refund, products must meet the following criteria:
- The request is submitted within 30 days of the delivery date (as confirmed by your shipping tracking information).
- The product is unused, unwashed, and in its original condition (e.g., no scratches, dents, or damage to the surface or packaging).
- All original accessories (e.g., lids for vacuum flasks, gift boxes) and tags are included with the returned item.
- The product is not a custom or personalized item (unless the customization was incorrect due to our error).
2. How to Initiate a Return
Follow these steps to start a return:
- Contact Our Support Team: Reach out to us via email or phone (details below) with your order number, the name of the product(s) you wish to return, and the reason for the return (e.g., "wrong size," "product defect").
- Receive Return Authorization: Once we verify your request, we will send a Return Authorization (RA) number and a pre-addressed return label (if applicable) to your email.
- Package the Product: Securely pack the item(s) with all original packaging and accessories. Write the RA number clearly on the outside of the package (this helps us process your return faster).
- Ship the Return: Send the package to our return address (provided with the RA number) using a trackable shipping service. Keep the tracking number for your records.
3. Return Shipping Costs
- Free Return Shipping: We cover return shipping costs if the return is due to our error (e.g., wrong product sent, defective item, damaged during shipping). In this case, we will provide a prepaid return label.
- Customer Responsibility: If you are returning an item for personal reasons (e.g., "changed mind," "ordered the wrong style"), you will be responsible for the return shipping fees. These fees are non-refundable, even if you receive a refund for the product.
4. Refund Processing
- Inspection Period: Once we receive your returned package (at our New York address), we will inspect the item(s) within 2-3 business days to confirm they meet the return eligibility criteria.
- Refund Timeline: If the return is approved, we will process the refund to your original payment method (e.g., credit card, PayPal) within 7-10 business days. The time it takes for the refund to appear in your account depends on your payment provider’s processing times (typically 3-5 additional business days).
- Partial Refunds: We may issue a partial refund if the product is returned with missing accessories, minor damage, or incomplete packaging (the amount deducted will be based on the extent of the issue).
5. Exchanges
If you prefer to exchange a product (e.g., for a different color or size) instead of receiving a refund:
- Follow the same return initiation steps outlined in Section 2.
- Specify your desired exchange item in your initial request. We will confirm if the replacement item is in stock before sending the RA number.
- Once we receive and approve your returned item, we will ship the exchange item to you free of charge (no additional shipping fees for exchanges).
6. Non-Returnable Items
The following items cannot be returned or exchanged:
- Products that have been used, washed, or damaged by the customer.
- Custom or personalized items (unless the error is ours).
- Items returned after the 30-day return window.
- Gift cards (all gift card sales are final).
7. Contact Us for Return Inquiries
If you have questions about our return process, need help with a return, or want to check the status of a pending return, please contact us:
- Email: support@ezyappliance.com
- Phone: +1 (650) 382-9623 (Attn: Benjamin Leyne)
- Return Mailing Address: 222 W 83rd St, 10C, New York, NY 10024, USA