FIG Return and Exchange Policy
At FIG, your satisfaction is our highest priority. We are committed to providing you with exceptional products and outstanding customer service. If for any reason you’re not completely satisfied with your purchase, we’re here to assist you with your return or exchange.
Returns and Exchanges
We understand that sometimes a product may not meet your expectations, and we want to make the return or exchange process as straightforward as possible.
- Time Frame: You have up to 14 days from receiving the product to return or exchange any items. This period allows you sufficient time to try out our products and decide if they’re right for you.
- Condition of Products: We accept returns and exchanges on products that are either unused or gently used. This means you can test the product to ensure it meets your needs. If it doesn’t, you can still return it even if it’s been lightly used.
- Shipping Costs: Customers are responsible for all shipping costs associated with returns and exchanges, unless the product was received damaged or defective.
How to Initiate a Return or Exchange
Our return and exchange process is designed to be straightforward and convenient.
- Contact Customer Service: Reach out to our customer service team by emailing us at [email protected]. Our team is available Mon-Fri 9am-5pm PDT to assist you with your request.
- Provide Order Information: Have your order number ready, along with the details of the items you wish to return or exchange. Let us know the reason for your return or exchange so we can better serve you in the future.
- Prepare Your Package: Securely pack the items you are returning or exchanging. If possible, use the original packaging to ensure the products are protected during transit.
- Ship Your Package: Send your package to the return address provided by our customer service team. Please ensure you use a trackable shipping method, as we are not responsible for lost or undelivered packages.
- Shipping Costs: As the customer, you are responsible for the shipping costs of returning or exchanging the product.
Refunds
We aim to process refunds as quickly and efficiently as possible.
- Refund Method: Refunds will be issued to the original form of payment used during the purchase. If you paid with a credit card, the refund will be credited back to that card. For purchases made with a gift card or store credit, the refund will be issued accordingly.
- Processing Time: Once we receive your returned items, please allow up to 10 business days for the refund to be processed. After processing, it may take an additional 3-5 business days for the refund to appear on your bank or credit card statement, depending on your financial institution.
Exchanges
We want you to have the perfect product that meets your needs.
- Product Availability: Exchanges are subject to the availability of the desired product. If the item you wish to exchange for is out of stock, we will notify you and offer alternative options or a refund.
- Processing Your Exchange: Once we receive and inspect your returned item, we’ll process the exchange within 5 business days. The new product will be shipped to you, and you’ll receive a confirmation email with tracking information.
- Shipping Costs: You are responsible for the shipping costs associated with sending the item back to us. We will cover the shipping costs of sending the new item to you.
- Price Differences: If there’s a price difference between the returned item and the new item, we will adjust the amount accordingly. Any additional costs will be charged to your original method of payment, and any overpayments will be refunded.
Damaged or Defective Items
We apologize if you’ve received a damaged or defective product and will work quickly to resolve the issue.
- Immediate Assistance: Please contact us within 7 days of receiving the damaged or defective item at [email/contact form link] or [phone number]. Provide your order number and a detailed description of the issue.
- Photographic Evidence: To expedite the process, please include photographic evidence of the damaged or defective product in your email to our support team.
- Resolution: Upon verification of the damage or defect, we will reship a new product to you at no additional cost. If a replacement is not available, we will offer you a full refund.
- No Return Necessary: In cases of damaged or defective items, you will not be required to return the original product.
International Returns
We are pleased to serve customers around the globe and strive to make international returns as easy as possible.
- Return Policy for International Customers: If you’re located outside of Canada/USA, please contact our customer service team at [email protected] for assistance with your return or exchange. We will provide you with specific instructions tailored to your location.
- Shipping Fees: International customers are responsible for all shipping fees associated with returns and exchanges, unless the product was received damaged or defective. Any customs duties, taxes, or fees incurred during the return process are the responsibility of the customer.
Our dedicated customer service team is here to help with any questions or concerns you may have.
Thank you for choosing FIG. We value your business and are committed to providing you with the best possible products and customer service. Your feedback is important to us, and we appreciate the opportunity to make your shopping experience exceptional.
