At BestSave.Shop, we want every customer to feel confident when shopping with us. While we take every step to ensure your order arrives correctly, sometimes issues may occur. This policy explains how we handle refunds, replacements, and returns.

1. Order Delays

• USA Orders – Eligible after 45 days from dispatch if not delivered.
• Brazil Orders – Eligible after 110 days from dispatch.
• Other Countries – Eligible after 60 days from dispatch.
• Liquid Line Shipments – Eligible after 100 days from dispatch.
• Important:
  – If tracking shows your package is waiting at a local post office or pickup point, you must collect it directly.
  – Some countries (e.g., Israel) use pickup lockers instead of home delivery — in such cases, it is the buyer’s responsibility to retrieve the package.
  – If tracking shows “Delivered” but the package is not received, we will investigate with the carrier (may take up to 1–2 months). A refund is not guaranteed unless the carrier confirms non-delivery.

2. Orders Not Received

• Refunds or replacements are not available if tracking shows the order was delivered.
• If you did not receive the package:
  – A non-delivery certificate from your local post office (with official seal) may be required.
  – Orders showing “Alert” (e.g., incorrect address, refused delivery, unclaimed package, customs issues) are not eligible for refund.

3. Damaged Products

• If your item arrives damaged:
  – Severe damage → Full refund or replacement.
  – Minor damage (small scratches, slight wrinkles, etc.) → Partial refund or replacement.
• Notes:
  – Damage to the packaging only is not eligible for a refund.
  – For electronics, issues must be reported within 30 days of delivery.
• – Fragile products are recommended for refund rather than replacement.

4. Incorrect or Missing Items

If your order is incorrect or incomplete:

• Wrong item sent → Full refund or replacement.
• Wrong color/size (function not affected) → Refund or replacement after photo evidence.
• Missing parts (function not affected) → Partial refund or resend of the missing part.
• Missing parts (function affected) → Replacement of the full item.

5. Order Cancellations

• Orders can be canceled for a full refund before they are processed for shipment.
• Once processing begins, cancellations are not possible.
• Exceptions (cannot be canceled once paid):
  – Print-on-Demand (POD) products
  – Pre-order inventory products
  – Custom media services (e.g., product videos/photos)

6. Returns

• Returns are only accepted if approved by our support team.
• Items must be returned within 30 days of receipt, unused, and in original packaging.
• Buyers are responsible for return shipping costs (international returns may be expensive and take several weeks).
• Unauthorized returns will not be accepted.
• In many cases, returns are not required — issues may be resolved through refund or replacement.

7. Exclusions (When Refunds/Returns Are Not Accepted)

Refunds or replacements are not available in the following cases:

• Buyer’s change of mind (“don’t like it”).
• Wrong item, size, or color ordered by mistake.
• Unusual product smell.
• Product differences agreed upon before purchase.
• Incorrect or incomplete shipping address provided.
• Delays or losses caused by customs, strikes, natural disasters, or other force majeure events.
• Tracking information removed by carriers or local post offices.
• Packages discarded or detained because the buyer did not complete customs requirements.

8. How to Request a Refund or Replacement

To request a refund or replacement:

• Contact us at customersupport@bestsave.shop within 7 days of delivery.
• Provide your order number and clear photos/videos of the issue.
• If applicable, include a screenshot of your claim or complaint.
• Our team will review and respond within 48 hours.

9. Important Notes

• Refunds are issued to the original payment method once approved.
• Shipping fees (if applicable) are non-refundable unless the issue is our error.
• Certain items (e.g., personal care, perishable, or custom products) are not eligible for return or refund.

At BestSave.Shop, we always aim to deliver quality service and products. If you have any questions, our support team is here to help!