First of all, we truly understand that some customers fail to receive their satisfying products for many reasons. Hence, our customer support team is always willing to listen to your words and find suitable solutions for you! We are happy to offer you a replacement in the case that the items are defective or incorrect. Please take a quick cell phone picture of the issue (damaged package, defective product, specific design flaw, etc.). The more details you can give us the easier it is for us to resolve your problems and improve our future products!

1.   Important Notes

3 minutes reading, please carefully consider before making your purchase.

If you want to return your product because you change your mind, please return your item unused and in original condition (including all labels and tags intact) within 14 days from the date your parcel was received showing on the courier's system. Please note that a 10 percent restocking fee will be charged for these cases.

Unfortunately, we cannot reimburse any shipping fees added to your original order.

Photo proof demonstrating the defected or damaged area of your order is required for a refund.

2.     Order Modifications or Cancellation

When the order is placed, we will proceed with shipping handling almost right away therefore it cannot be modified or cancelled. Thank you very much for your understanding.

3.     Defective/Incorrect Order/Poor Quality

Our team is trying our best top to improve product quality as well as order accuracy continuously. However, some causes may happen while shipping, then you may receive a damaged item, low quality, or incorrect product. We truly apologize for this inconvenience; these are just unusual situations! Please contact us, and we will come up with the most effective solutions to fully satisfy our customers.

All you need to do is provide us with your order number and a clear photo showing either the incorrect item, or the item's damaged area. Please send the required documents above via email at support@bitis.com for our support.

After checking and clarify your provided proof, we will refund full order value, including shipping fee. We are not responsible for items damaged in shipping, but please let us for 15 days checking with the courier for the compensation.

4.      Order Not Received

If you have not received your order within 30 days after the day you placed your order, please email us via support@bitis.com to request a replacement or a refund. Please note this policy excludes customers' mistakes when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.

*We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, etc.

5.      Failure to Deliver

Please make sure the address you provide us is correct. We are not responsible for reshipment/refund if the courier cannot ship due to an incorrect address.

If you're refused to sign the order without informing us, we will charge 20% as handling fees.

6.     Return to Sender

For missed delivery attempt orders that got returned to Sender, first please help contact your local post office for a delivery arrangement.

We are not responsible for losing any package using PO Box and reshipment/refund if a package is returned to the Sender due to wrong address information. 

If a package is returned to the sender by the shipping courier, and you don't want us to resend it, we will keep 20% as a handling fee, that will be collected through Paypal Payment Request.

 

7.    Sale Items/Custom Items

Only regular-priced items and normal sales items may be refunded. Final sale items and Custom Items are not accepted for refund.

 

8. Refund Time:

Refunds are applied via the original payment method within 15-20 business days of receipt  at our warehouse.

9.     How to Return an Item

Our customer support team is always willing to guide you on how to return your items.

Please note that you will take responsibility for paying the shipping costs for the return.

Kindly follow the below steps:

1. Take a picture of the parcel and QR code outside the shipping
2. With the damaged item, please provide us some photos showing the damaged items, inside the original box, with all of the original cushioning, the packaging material used inside the container (e.g., bubble wrap, Styrofoam peanuts, cardboard dividers, et)
3. Contact our customer support team and send us your order details/reason for
4. Our Customer Support Team will provide you with our warehouse's address.
5. Inform us of the tracking number stated on the shipping label provided by the postal service/carrier.

Please follow our Customer Support team's guidance. We will not be liable for any loss or damage of any nature without our instructions. Please remember to keep a copy of your return shipping receipt.

10. Force Majeure

We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, pandemics, etc. Please be patient that the delivery time might last a bit longer (2-4 weeks). After three (3) months and you still have not received the products, we will replace/refund for you.

Please make sure that:

• The product was purchased in the last 15 days
• The product is unwashed, unworn, and unused
• The product itself is defective, OR the final product is different from the one you ordered