Refund policy
Returns and Exchange Policy
At 16entity, we are committed to ensuring your satisfaction with every purchase. If you encounter any issues with your order, we are here to help. Please review our policy below for details on returns and exchanges.
Returns for Damaged or Defective Items
We accept returns only if the product arrives damaged or defective. If this is the case, please contact us within 7 days of receiving your order at 16entity.business@gmail.com with your order number, photo(s) or video(s) of the damage or defect, and your contact information. We will provide instructions for returning the item and cover all associated shipping fees. Once we receive and inspect the item, we will process an exchange or refund as per your preference.
For all other cases, including personal preferences (e.g., scent), returns are not allowed. However, we are happy to assist you with an exchange (see below).
Exchanges
If you would like to exchange an item for any reason, please contact us at 16entity.business@gmail.com within 7 days of receiving your order. Include your order number and the reason for the exchange, and we will guide you through the process.
Please note:
- Item(s) must be in their original condition, unused, unopened, and with all original packaging.
- Exchanges are limited to ONE per order.
- Shipping fees for exchanges are the customer’s responsibility, except in cases where the item was damaged or defective upon arrival.
- Exchanges will be processed within 2-10 business days of receiving the returned item(s). If the replacement item is out of stock, a full refund will be issued.
Out of Stock Items
If an item in your order is out of stock, we will notify you promptly. If we are unable to fulfill your order, a full refund will be issued within 7-10 business days.
Additional Notes
All shipping fees are non-refundable, except in cases of damaged, defective, or out-of-stock items.
For any questions or concerns regarding our policy, please contact us at 16entity.business@gmail.com.