Refund Policy and Process
We inspect all returned items when they arrive at our processing facility. If your return is a result of an Exceptional Concepts error or defective product, we will refund the full cost of the merchandise and original shipping charges.
You can expect to receive your refund within four weeks of shipping your package back to us. In many cases, you will receive a refund sooner, but we estimate four weeks based on these factors:
- The time required for return shipping (up to 14 days)
- Product inspection at our return facility (up to five business days)
- You will be notified via email with the details of the refund, and we will issue the refund back to the form of payment used to make the purchase.
Other Refund Types
There are two ways you may receive a credit or refund from Exceptional Concepts: Refunds to an Outside Payment Method (credit cards, debit cards, PayPal, etc.): a. Refunds to an outside payment method can be issued to you only in relation to an Exceptional Concepts order. When a refund to one of these payment methods is issued, the credit is sent to the appropriate financial institution. The time it takes for it to become available depends on their specific processing timeframes. Refunds as In-Store Credit: a. In-store credit is added directly to your Exceptional Concepts account and is immediately available for your use. If you do not see it immediately, you may need to log out and log back into your account. b. In-store credit is applied automatically at check out. Your available in-store credit balance will be used to cover all or parts of the balance of your order until it has been used in full. c. You can check your in-store credit by logging into My Account and checking the Payment Preferences & Balances under Account Settings.FAQ
Question 1) Which credits are refunded to my original payment method? Answer 1) Refunds for returns are issued back to your original payment method. Question 2) How long do credits take to apply to my store card/outside payment method? Answer 2) Posting timeframes for credits to your outside method of payment is dependent on that financial institution’s posting timeframe. On average, it can take up to five business days for a credit to become available. If you have questions, we recommend reaching out to your financial institution directly for more information. Question 3) How/where/when can I verify that my credit was received? Answer 3) Refunds issued back to an Exceptional Concepts gift card/ in store credit can be checked in the Payment Preferences & Balances under Account Settings. If you do not see the credit(s), it is recommended you log out of your account and log back in to allow the balances to refresh. For refunds back to an original outside payment source (Credit card, debit card, PayPal, progressive leasing, etc.), please check with them directly for information on posting timeframes. Unused Exceptional Concepts gift card balances, and refunds to an Exceptional Concepts gift card are also stored in your account. If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, we will rectify it by:- Sending you replacement parts or accessories.
- Replacing the whole product
- Issuing a refund**