Refund Policy for Buckmasoac

At Buckmasoac, we aim to make refund processes transparent, fair, and aligned with the quality of Buck Mason’s modern American classic apparel. This Refund Policy outlines the conditions, procedures, and timelines for requesting and receiving refunds for orders placed through our website (“Site”), and works in conjunction with our Terms of Purchase and Customer Service Policy. By requesting a refund, you acknowledge and agree to the terms below.

1. Eligible Refund Scenarios

We issue refunds only for requests that meet the following criteria, consistent with our commitment to customer satisfaction and product integrity:

1.1 Order Cancellation Refunds

  • You may request a full refund if you cancel your order before it is shipped (per Section 6 of our Terms of Purchase).
  • If we cancel your order (e.g., out-of-stock products, pricing errors, payment verification failures), we will automatically process a full refund to your original payment method within 3–5 business days of cancellation notification.

1.2 Returned Product Refunds

  • You are eligible for a refund if you return a product within 30 days of delivery (per Section 5 of our Terms of Purchase) and the product meets these conditions:
  • Unused, unwashed, and in original condition (all tags, packaging, and accessories intact);
  • Not a “final sale” item (final sale items are clearly marked on product pages and are non-refundable).
  • Refunds for returned products will include the product purchase price (excluding original shipping fees, unless the return is due to our error, e.g., wrong item shipped).

1.3 Defective/Damaged Product Refunds

  • If you receive a defective, damaged, or incorrect product (e.g., manufacturing error, shipping damage, wrong size/color), you may request a full refund (including original shipping fees) within 7 days of delivery (per Section 7 of our Terms of Purchase).
  • No return of the defective/damaged product is required in most cases—we may ask for photos of the issue to verify eligibility (as outlined in our Customer Service Policy).

1.4 Shipping-Related Refunds

  • We issue refunds for shipping fees only if:
  • Your order is significantly delayed (more than 10 business days beyond the estimated delivery date) due to our fulfillment error (not carrier delays or address inaccuracies);
  • Your package is confirmed lost by the shipping carrier (after we assist with carrier investigation, per Section 4.1 of our Customer Service Policy).

2. Refund Request Process

Follow these steps to request a refund, with support from our customer service team (available via [email protected]):

2.1 Prepare Required Information

Before contacting us, gather:

  • Your full name and account email (if you have a Buckmasoac account);
  • Order number (found in your order confirmation email);
  • Reason for refund (e.g., “order cancellation,” “defective product,” “returned item”);
  • Supporting details (e.g., product name, photos of defects/damage, tracking number for returned items).

2.2 Submit Refund Request

  • Email our customer service team at [email protected] with the required information.
  • For returned product refunds: Complete the return process first (per Section 4.2 of our Customer Service Policy) – we will initiate the refund once we receive and inspect the returned item.

2.3 Refund Review & Confirmation

  • Our team will review your request within 1–2 business days (9:00 AM–5:00 PM Pacific Time, aligned with our California roots).
  • We will email you to confirm:
  • Approval of your refund (with details on refund amount and timeline);
  • Denial of your refund (with a clear explanation, e.g., “product not in original condition”).

3. Refund Timeline & Method

3.1 Refund Processing Time

  • Order cancellation refunds: Processed within 3–5 business days of order cancellation (once confirmed by our team).
  • Returned product refunds: Processed within 2–3 business days of us receiving and inspecting the returned item (per Section 4.2 of our Customer Service Policy).
  • Defective/damaged product refunds: Processed within 1–2 business days of verifying the issue (no waiting for product return).

3.2 Refund Method

  • All refunds are issued to your original payment method (the one used to place the order) to ensure security and compliance:
  • Credit/debit cards: Refunds typically appear in your account within 5–7 business days (varies by card issuer).
  • PayPal: Refunds are credited to your PayPal account within 2–3 business days.
  • Store credit (if requested): Issued immediately upon approval (sent via email as a unique discount code, valid for 12 months).

3.3 Refund Status Inquiries

If you do not receive your refund within the expected timeline:

  • Check your bank/PayPal statement (refunds may take additional time to post, depending on your financial institution);
  • Email [email protected] with your order number and refund confirmation details – our team will trace the refund and provide updates.

4. Special Refund Rules

4.1 Promotional & Discounted Items

  • Refunds for items purchased with promotional codes or during sales will be issued for the actual amount paid (not the original retail price).
  • If a promotional code is used for a full-order discount, the refund amount will be prorated based on the discounted price of each item.

4.2 Gift Purchases

  • If you received a product as a gift and wish to request a refund:
  • Provide the gift giver’s name, order number, and your contact information;
  • Refunds will be issued to the gift giver’s original payment method (we do not offer cash refunds for gift returns).

4.3 Pre-Orders

  • For pre-ordered Buck Mason products:
  • You may cancel the pre-order and request a full refund at any time before the product ships.
  • If we delay the pre-order shipment by more than 14 days, you will be notified and may choose to cancel for a full refund.

5. Non-Refundable Items & Situations

We cannot issue refunds for:

  • Final sale items (clearly marked on product pages);
  • Products returned after the 30-day window (per Section 1.2);
  • Products that are used, washed, damaged by you (not manufacturing defects), or missing tags/packaging;
  • Shipping fees for orders delayed due to carrier issues (e.g., weather, labor strikes) or incorrect shipping addresses provided by you;
  • Gift cards (Buckmasoac gift cards, if offered, are non-refundable and non-transferable);
  • Custom or personalized items (unless defective).

6. Refund Disputes

If you disagree with our refund decision (e.g., denied refund, partial refund amount):

  1. Reply to our refund confirmation email with additional details or evidence (e.g., more photos of defects, proof of delivery).
  2. A senior customer service representative will review your dispute within 1 business day and provide a revised decision.
  3. If the dispute remains unresolved, refer to the dispute resolution process in our Terms of Use (Section 12) – including arbitration or legal resolution in Los Angeles, California.

7. Contact Us for Refund Support

For questions about this Refund Policy, or to submit a refund request, contact our customer service team:

  • Email: [email protected]
  • Response Time: 24 business hours (weekdays, Pacific Time) – see Section 3.2 of our Customer Service Policy for details.

8. Changes to This Refund Policy

We may update this Refund Policy periodically to reflect changes in laws, business practices, or customer needs. We will notify you of material changes via:

  • A prominent notice on our Site’s homepage;
  • An email to the address associated with your Buckmasoac account (if you have one).

Your continued use of the Site after changes take effect constitutes acceptance of the updated Refund Policy.