Return Policy | Billowby
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Return and Exchange Policy

Before placing an order through our store, we recommend carefully researching the product you intend to purchase. Any return/exchange must be unused and in brand new condition. If you would like any additional information about a product before making a purchase, please contact us; we have a team of friendly, experienced, and very knowledgeable Customer Service Representatives standing by who are happy to help you find the perfect piece.

Our return and exchange policy is listed below; please read thoroughly, and contact us if you have any questions.

 

REFUND POLICY

Billowby offers a full refund on orders that have been cancelled before they have been fulfilled in our warehouse. To cancel an order, you must reach out to Billowby via email support@billowby.com or live chat (if between regular business hours Monday-Friday). Generally, an order will be locked and unable to be canceled after 2 hours of purchase.

An order cannot be canceled once it is in transit; a customer must wait for the package to arrive and make a Return or Exchange. 

 

ORDERS RETURNED WITHIN 30 DAYS

Any/all items purchased from Billowby and/or any of its affiliates must meet the following requirements to be eligible for a refund:

  • Item(s) must be in original, brand new (unused) condition.
  • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
  • Return must include a Return Authorization (RA) number which can be acquired by emailing us at support@billowby.com. Please be sure to include your order number and item(s) list you plan to return in your email. 
  • A photo of the item in the original, unused condition is also required.
  • Buyer must understand and agree to pay for all shipping costs associated with returning the item(s). This includes non-reimbursement of any expedited shipping services selected at the time of purchase
  • Item(s) must be returned in full to receive the full refund, missing parts will be deducted from the total refund.

    Billowby reserves the right to deny any return or exchange and may request additional information as a condition of a return.

    You must have an authorized RA number for all returns. This will ensure proper processing of your item(s). We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. If you have any further questions, please contact us via e-mail.

    Buyers are responsible for all shipping costs associated with the return process. Assuming all conditions above are met, you will be refunded the entire order less the shipping costs within 1 week from our receipt of the goods. This return policy is only available to customers of the United States.

     

    ORDERS EXCHANGED WITHIN 30 DAYS

    Billowby offers free shipping on all United States Exchanges. Any/all items purchased from Billowby and/or any of its affiliates must meet the following requirements to be eligible for an exchange:

    • Item(s) must be in original, brand new (unused) condition.
    • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
    • A photo of the item in the original, unused condition is also required.
    • Return must include a Return Authorization (RA) number which can be acquired by emailing us at support@billowby.com. In the email, please be sure to include your order number and item(s) you wish to exchange, along with a brief reason for the exchange. 

    You must have an authorized RA number for all exchanges. This will ensure proper processing of your item(s). We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. If you have any further questions, please contact us via e-mail.

    Billowby will not ship the new item until we have confirmation the exchanged item(s) has been received in our warehouse. Upon shipping, we will send out new tracking and package details via email. 

    Billowby reserves the right to deny any return or exchange and may request additional information as a condition of an exchange. Our team inspects every return we receive before we issue a refund. If we find that a piece has been used in any way, we cannot grant a refund. 

     

    RETURNING OR EXCHANGING ORDERS THAT ARE DAMAGED OR DEFECTIVE

    If your order from Billowby is Damaged in shipping or has a Manufacturing Defect, DO NOT USE THEM OR TRY TO FIX THEM. Billowby offers free exchanges shipping on any/all item(s) affected. If you receive Damaged or Defective item(s) please reach out immediately to support@billowby.com.

    • Item(s) must be in original, brand new (unused) condition.
    • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
    • Must have (2) images of the product (1) zoomed in detail of the damaged area and (1) image displaying the item(s) as a whole.
    • Must have a brief description of the problem. 

    All damaged & defective related inquiries must be received within 14 days of delivery date by contacting support@billowby.com. Damages that involve broken glass do not need to be returned back to Billowby, and a replacement will be shipped out immediately. In the event there is a Manufacturing Defect, Billowby will send a prepaid shipping label and require the product to be returned to us. Your replacement item(s) will ship as soon we have confirmation the Defective product has been scanned by the USPS. 

     

    YOU RECEIVED AN INCORRECT ITEM

    If you have received a wrong item DO NOT USE IT - no exceptions will be made. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use the item, in any regards, the contract between billowby.com and the customer will be considered fulfilled and we cannot refund or exchange the item.

     

    WARRANTY

    Some of our items such as vaporizers and scales have warranties. Please take the time to register your product if indeed a warranty card is included in the package. Items that come with warranties, are highlighted on the product pages.

     

    ORDERS RETURNED AFTER 30 DAYS

    Products are not eligible for return or exchange after thirty (30) days.


    NOTICE

    Billowby reserves the right to amend this Return Policy at any time by posting the amended terms on this page. As well, Billowby and its affiliates reserve the right to refuse a return for any reason.