Our Commitment to You
At ExtravUS, we stand behind the quality of our products and are committed to providing our customers with the best possible shopping experience. We understand that sometimes a purchase may not meet your expectations, and we’ve designed our refund policy to be fair, transparent, and customer-friendly.
This comprehensive policy outlines everything you need to know about returns, refunds, and exchanges. We encourage you to read it carefully to understand your rights and responsibilities as a valued customer.
Return Window and Eligibility
We offer a generous 30-day return window from the date of delivery. This gives you ample time to inspect and evaluate your purchase. To be eligible for a return, your item must meet the following criteria:
- The item must be unused and in the same condition that you received it
- All original tags, labels, and authenticity certificates must be attached
- The item must be in its original packaging, which should be undamaged and complete
- You must have proof of purchase (order number or receipt)
- The item must not show any signs of wear, damage, or alteration
We reserve the right to refuse returns that don’t meet these criteria. If you’re unsure about whether your item qualifies for a return, please contact our customer service team for assistance.
Detailed Return Process
To ensure a smooth return process, please follow these steps carefully:
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Initiate the Return:
- Contact our customer service team via email or phone
- Provide your order number and reason for return
- Receive a Return Merchandise Authorization (RMA) number
- Get specific return shipping instructions
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Package Your Return:
- Clean the item if necessary (but don’t wash clothing items)
- Place the item in its original packaging
- Include all original materials, accessories, and documentation
- Add adequate protective packaging to prevent damage
- Write the RMA number clearly on the outside of the package
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Ship Your Return:
- Use a tracked shipping service
- Insure the package for the value of the items
- Keep your shipping receipt and tracking number
- Ship to the address provided in your return instructions
Non-Returnable Items
To maintain the quality and integrity of our products, certain items cannot be returned. These include:
- Items marked as “Final Sale” or “Non-Returnable”
- Products with removed or damaged security tags
- Custom-made or personalized items
- Items that have been used, worn, or altered
- Products purchased during specific promotional events (as marked)
- Items showing signs of intentional damage or misuse
Refund Process and Timeline
Our refund process is designed to be transparent and efficient. Here’s what you can expect:
Inspection Phase (1-2 Business Days)
Upon receiving your return, our quality control team will inspect the item to ensure it meets our return criteria. We’ll check for completeness, condition, and any signs of use or damage.
Refund Processing (1-3 Business Days)
Once approved, we’ll process your refund to the original payment method. The refund amount will include:
- The full price of the item(s) if returned within the eligible period
- Any applicable taxes on the returned items
- Original shipping costs only if the return is due to our error
Bank Processing Time (3-10 Business Days)
After we process your refund, it may take additional time for the amount to appear in your account, depending on your payment method:
- Credit Cards: 3-5 business days
- Debit Cards: 5-10 business days
- Bank Transfers: 3-7 business days
Damaged or Defective Items
If you receive a damaged or defective item, we take this matter very seriously. Here’s our enhanced resolution process:
Immediate Action Required
- Document the damage with clear photos
- Contact us within 48 hours of delivery
- Keep all original packaging and materials
- Provide order number and detailed description of the issue
Our Resolution Options
- Immediate replacement shipping at our expense
- Full refund including all shipping costs
- Store credit with additional 10% compensation
- Priority handling of your case by our customer service team
Exchanges and Size Adjustments
We understand that sometimes you may need a different size or variant of the same item. Our exchange process is designed to be simple and convenient:
Direct Exchange Process
- Contact us with your order number and exchange request
- Receive pre-paid return shipping label (for size exchanges only)
- Ship the original item back within 7 days
- Receive the new item once original is in transit
Exchange Limitations
- Limited to same-item exchanges (size/color variations)
- Subject to product availability
- One exchange per order
- Must be within the 30-day return window
International Returns
For our international customers, we offer a specialized return process:
- Extended return window of 45 days to accommodate shipping times
- Customer is responsible for return shipping and duties
- Refunds will be processed in the original payment currency
- Additional documentation may be required for customs
- International shipping fees are non-refundable
Contact Information
For any questions about our refund policy or to initiate a return, please contact our customer service team: