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Free Exchange
- If you are not satisfied with our product size, we can offer free product exchange.But you need to pay for the free product shipping fee.
RETURNS POLICY
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
How long do I have before making a return, and do I have to pay for shipping?
1. You have a max of 30 days to make returns. You must send back and postmark your return packages within 30 days after the purchase date. No returns made after 30 days from the purchase date will be accepted.
2. The Order’s Shipping Fee won’t be included in refunds. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items. Then send back and postmark the package within 30 days from the purchase date.
① You can use your own shipping method and at your own cost.
How do I make a return?
1.contact us on: return@prox12.com
2.Select the item(s) you would like to return, indicate the reason, and submit.
3.Print the return label and securely tape it on the outside of your return package.
4.Call the post office to arrange a collection or drop off at your nearest post office.
NOTE: If you are paying to ship back the return yourself, you can use any shipping method you like, just make sure it's postmarked no later than 30 days from the purchase date. (See "Important Notice" section for details)
Can I still return items if they are worn, damaged, or have the tags removed?
1. You can only return items that are unworn, unwashed, undamaged, have the original tags attached and the original packaging.
2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, beauty,underwear,event&party supplies,DIY supplies ,pet supplies and accessories (except scarves, bags, and mermaid blankets). We cannot offer refunds on cosmetic if the hygienic seal has been broken.
If your order includes promotions or discounts, the calculated price you've paid for the item is adjusted accordingly. This will lead to differences in the Refund’s amount, from the Original Cost of the items. Should you wish to check how much is the amount of the items after the discounts
3. Items with non-returnable marks and free gifts cannot be returned.
Important Notice:
1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the email we provide even if you are using your own shipping.
2. Please make sure you don't include non-prox12 items by accident in your return package. We will not be responsible for sending back those items to you.
Refunds
1. Refunds will be processed within 7 days after we receive your package. The refund will be issued to your original payment account, as per your request.
If your order doesn't include any promotions or discounts, you will receive a full refund for the items, equal to the price shown on our site (Item’s original price).
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
2. The original shipping fee and insurance are non-refundable.
NOTE: If you have any issues with your return, you must contact Customer Support within 180 days after your order was first placed.
