Refund policy
Thank you for shopping at **allbirdsx.shop**.
allbirdsx.shop is an individually operated online seller based in the United States. This Return and Refund Policy explains the conditions, procedures, time limits, shipping responsibilities, and refund arrangements that apply to eligible purchases made directly through our official online store.
By placing an order through allbirdsx.shop, you acknowledge that you have read and agreed to this Return and Refund Policy.
## 1. Seller Information
The online store is operated under the following information:
**Store and business name:** allbirdsx.shop
**Business type:** Individually operated online seller based in the United States
**Primary product category:** Products offered through the online store
**Email:** info@allbirdsx.shop
**Telephone:** +1 954-342-6302
**Business address:** 33577 THYME LANE, MURRIETA, CA 92563, United States
## 2. Scope of This Policy
This policy applies only to eligible products purchased directly through the official allbirdsx.shop online store.
It does not apply to products purchased from unauthorized resellers, third-party marketplaces, social media sellers, or websites not operated by allbirdsx.shop. Customers who purchased through another seller must contact that seller directly.
## 3. Definition of Days
Unless this policy specifically states “business days,” all time periods are measured in **calendar days**.
For clarity:
- The 30-day return period means 30 calendar days after delivery;
- The 7-day refund period means 7 calendar days after refund approval; and
- Business days are Monday through Friday, excluding United States federal holidays and days on which normal business or banking services are unavailable.
## 4. Thirty-Day Return Period
Eligible products may be returned within **30 calendar days after delivery**.
The return period begins on the date the carrier’s tracking information shows that the product was delivered. If an order is delivered in multiple packages, the return period for each product begins on the delivery date of the package containing that product.
A return request must be submitted before the applicable 30-day period expires. Submitting a request does not automatically guarantee approval. The product must satisfy the eligibility requirements in this policy.
## 5. Return Eligibility
To qualify for a return, a product must generally be:
- Unworn;
- Unused;
- Unwashed;
- Unaltered;
- Undamaged after delivery;
- Free from stains, makeup, deodorant marks, odors, pet hair, or other contamination;
- Returned with its original tags, labels, accessories, and components;
- Returned in its original packaging where reasonably possible; and
- Accompanied by valid proof of purchase.
Customers may inspect or try on an eligible product only to the extent reasonably necessary to determine its fit, appearance, or suitability, and must do so in a clean and appropriate environment.
## 6. Proof of Purchase
Valid proof of purchase may include:
- An allbirdsx.shop order number;
- An order confirmation email;
- A shipping confirmation email;
- A receipt issued by allbirdsx.shop; or
- Other information that allows us to verify the purchase.
We may be unable to approve a return if the purchase cannot be verified.
## 7. Products That Are Not Eligible for Return
Except where otherwise required by applicable law, the following products are not eligible for return:
- Products returned after the 30-day return period;
- Products showing signs of wear, washing, alteration, misuse, improper care, or customer-caused damage;
- Products missing original tags, labels, accessories, or essential components;
- Personalized, customized, or made-to-order products received as ordered;
- Gift cards or other stored-value products;
- Products marked “final sale” or “non-returnable” before purchase, where such restrictions are permitted by law;
- Hygiene-sensitive products with a protective seal that has been opened or removed, where permitted by law; and
- Products that cannot legally or safely be resold.
This section does not limit rights that apply to damaged, defective, or incorrectly supplied products under applicable law.
## 8. Starting a Return
Before sending a product back, customers must contact us at **info@allbirdsx.shop**.
The return request should include:
- Order number;
- Customer’s full name;
- Email address used to place the order;
- Product being returned;
- Size, color, and quantity, where applicable;
- Reason for the return; and
- Photographs if the product is damaged, defective, incorrect, or materially different from what was ordered.
We will review the request and provide return authorization and instructions when the return is eligible.
## 9. Return Request Review Time
We normally review a complete return request within **1–3 business days** after receiving the request and all information reasonably needed to evaluate it.
If information or photographs are missing, the review period may begin after the requested information has been received.
## 10. Return Authorization Required
Customers must receive return authorization before sending a product back.
Products sent without authorization may be delayed, rejected, or returned to the customer. Return authorization does not guarantee a refund if the returned product does not match the request or fails the eligibility inspection.
## 11. Return Address
Approved returns should be sent to:
**Return address:** 33577 THYME LANE, MURRIETA, CA 92563, United States
Do not send a return to this address before receiving authorization and shipping instructions from us.
The return package should clearly include or identify:
- The order number;
- The customer’s full name;
- The product being returned; and
- Any return authorization information provided by us.
Cash-on-delivery returns may be rejected.
## 12. Packaging a Return
Customers should pack returned products securely to prevent damage during transportation.
Where reasonably possible, use the original product packaging and an appropriate protective shipping container. Do not place shipping labels directly on product packaging when doing so would damage that packaging.
Customers are responsible for damage caused by inadequate return packaging when they arrange the return shipment.
## 13. Return Shipping Costs
If we confirm that a product was damaged during delivery, defective when received, or incorrectly supplied because of our fulfillment error, we will provide appropriate return instructions and cover reasonable return shipping costs where applicable.
For customer-preference returns, the customer is generally responsible for return shipping costs. Customer-preference reasons include:
- Change of mind;
- Incorrect size selected by the customer;
- Color or style preference;
- Accidental purchase;
- Product no longer needed; or
- Other reasons not caused by our error.
Any exception required by applicable law will be honored.
## 14. Trackable Return Shipping
Customers arranging their own return shipment should use a trackable shipping service and retain the receipt and tracking number until the return and refund are complete.
We are not responsible for a customer-arranged return package that is lost before reaching the authorized return address. Customers may wish to purchase shipping insurance for higher-value products.
## 15. Return Inspection
After an authorized return is delivered, we will inspect it to verify:
- The returned product matches the authorized return;
- The product was returned within the applicable period;
- The product satisfies the eligibility conditions;
- All required tags, labels, accessories, and components are included; and
- The product has not been worn, used, washed, altered, or damaged after delivery.
We will notify the customer by email whether the return has been approved or rejected.
## 16. Refund Eligibility
A refund may be approved when:
- An eligible product is returned within the 30-day return period;
- The returned product passes inspection;
- We confirm that a product arrived damaged or defective;
- We confirm that an incorrect product, size, color, or quantity was supplied;
- A paid product becomes unavailable before shipment;
- An eligible order is canceled before shipment; or
- A refund is otherwise required by applicable law.
## 17. Seven-Day Refund Arrival Time
Once a refund is approved, the refund will be issued to the original payment method and **credited to the customer’s original payment account within 7 calendar days after approval**.
The 7-day period begins on the date we send the refund approval notice. Customers should monitor the payment account originally used for the order.
If the approved refund is not visible in the original payment account by the end of the seventh calendar day, contact us immediately at **info@allbirdsx.shop** with the order number and refund approval information so that we can investigate.
## 18. Original Payment Method
Approved refunds are issued to the original payment method used for the purchase.
We generally cannot send a refund to a different card, bank account, digital wallet, or person. If the original payment method is no longer available, the customer should contact the applicable bank or payment provider and notify us promptly.
## 19. Refund Amount
For an approved return, the refund will generally include the amount paid for the eligible returned product.
If the entire order is canceled before shipment because we cannot fulfill it, the applicable amount paid for the canceled order will be refunded.
If only part of an order is canceled or returned, the refund will apply only to the affected product or products and any other amount that must be returned under applicable law.
## 20. Original Shipping Charges
Free standard shipping has no separate outbound shipping charge to refund.
Optional express, expedited, or upgraded outbound shipping charges are generally not refundable when the return is based on customer preference, except where otherwise required by law.
If the return results from our confirmed fulfillment error, a defective product, or another circumstance for which applicable law requires reimbursement, we will include the appropriate original shipping charge in the refund.
## 21. Return Shipping Reimbursement
When we authorize reimbursement of reasonable return shipping costs, the customer may be required to provide:
- A shipping receipt;
- A valid return tracking number;
- Proof of the amount paid; and
- Any other information reasonably needed to verify the cost.
Unapproved premium, express, or unusually expensive return shipping may not be fully reimbursed unless it was required by our instructions or applicable law.
## 22. No Restocking Fee
allbirdsx.shop does **not charge a restocking fee** for eligible returns.
This does not make us responsible for customer-paid return shipping, customs charges, address correction costs, re-delivery costs, missing products, missing accessories, or customer-caused damage.
## 23. Damaged or Defective Products
Customers should inspect products promptly after delivery.
If a product arrives damaged or defective, contact **info@allbirdsx.shop** as soon as possible and provide:
- Order number;
- Description of the problem;
- Photographs of the product;
- Photographs of the outer and inner packaging;
- Photograph of the shipping label; and
- Any other information reasonably required to evaluate the issue.
Keep the product, packaging, shipping label, and protective materials until the claim is resolved. Do not return or discard the product before receiving instructions from us.
## 24. Incorrect or Missing Products
If an order contains the wrong product, size, color, or quantity, or a product is missing, contact us as soon as possible.
We may request photographs of the products received, product labels, package contents, shipping label, and packing slip. If we confirm a fulfillment error, we will provide an appropriate replacement or refund at no additional shipping cost to the customer.
## 25. Exchanges
Customers seeking a different size, color, or style should contact **info@allbirdsx.shop**.
Exchange availability depends on current inventory. We may process an exchange by:
- Providing return instructions;
- Reserving a replacement where reasonably possible;
- Shipping a replacement after receiving and inspecting the original product; or
- Asking the customer to return the original product and place a new order.
Any price difference and shipping responsibility will be explained before an exchange is completed.
## 26. Order Cancellations
Customers may request cancellation by contacting **info@allbirdsx.shop** as soon as possible and providing the order number, customer name, and email address used for the order.
Cancellation requests are not guaranteed. Once an order has been packed, transferred to a carrier, or shipped, it may no longer be canceled. The customer may instead request a return after delivery, subject to this policy.
If a paid order is successfully canceled before shipment, the refund will be credited to the original payment account within 7 calendar days after cancellation approval.
## 27. Unavailable or Unshipped Products
If a paid product becomes unavailable or cannot be shipped, we may contact the customer, offer an alternative with the customer’s consent, cancel the affected product, or cancel the order where necessary.
We will not substitute a materially different product without the customer’s consent. Any refund for a canceled or unshipped product will be credited to the original payment account within 7 calendar days after cancellation approval, or sooner where required by law.
## 28. Lost Packages
If tracking has not updated for an unusually long period or the carrier cannot locate a package, contact us with the order number, delivery address, tracking number, and date of the last tracking update.
We may open a carrier investigation. If the carrier confirms that the package was lost in transit, we will review replacement and refund options. An approved refund will follow the 7-calendar-day period stated in this policy.
## 29. Packages Marked as Delivered
If tracking shows that a package was delivered but the customer cannot locate it, the customer should first:
1. Confirm the delivery address;
2. Check entrances, mailboxes, parcel lockers, garages, and other safe locations;
3. Ask household members, neighbors, reception staff, or building management;
4. Review any delivery photograph or carrier notice; and
5. Contact the carrier for delivery details.
We will make reasonable efforts to assist with a carrier investigation. A package confirmed as delivered to the correct address does not automatically qualify for a refund. Any resolution will depend on the carrier’s findings, delivery evidence, applicable law, and the circumstances of the case.
## 30. Refused, Unclaimed, and Returned-to-Sender Packages
A refused, unclaimed, or returned-to-sender package is not automatically treated as an approved return.
After the package is received and inspected, we will contact the customer regarding available options. Where permitted by law, actual return transportation, customs, address correction, storage, or other customer-caused costs may be deducted from the refundable amount.
If the return was caused by our confirmed error, we will provide an appropriate resolution without additional shipping cost to the customer.
## 31. International Returns
International customers must obtain return authorization before shipping a product.
Customers are generally responsible for customer-preference return shipping, customs forms, duties, taxes, brokerage charges, and other return-related costs unless the return results from our confirmed error or applicable law requires otherwise.
Customers should mark return customs documentation accurately. We are not responsible for delays caused by incomplete or inaccurate customs documentation.
## 32. Promotional, Discounted, and Bundled Orders
Unless clearly marked final sale before purchase, an eligible discounted product may be returned under this policy.
For a bundle, multi-buy offer, or promotion requiring the purchase of multiple products, returning only part of the qualifying purchase may change the discount. Any refund will be calculated using the price and promotion terms that applied to the products kept and returned, where permitted by law.
## 33. Gifts
A gift recipient may request a return if valid proof of purchase is provided and the product otherwise qualifies.
Refunds are issued to the original payment method used by the purchaser. We generally cannot issue cash or transfer the refund directly to the gift recipient.
## 34. Suspected Fraud or Abuse
We may reasonably investigate a return or refund request involving suspected fraud, altered documents, product substitution, repeated misuse, chargeback abuse, or other deceptive activity.
We may reject a request that is fraudulent or unsupported by the available evidence, except where applicable law requires otherwise. A legitimate investigation may delay approval, but once a refund is approved, the 7-calendar-day refund period applies.
## 35. Chargebacks and Payment Disputes
Customers should contact us first so that we have an opportunity to resolve a return or refund issue.
If a chargeback or payment dispute is opened, the matter may be handled through the applicable bank or payment provider’s process. Customers must not seek or retain duplicate recovery through both a direct refund and a payment dispute.
## 36. Customer Responsibilities
Customers are responsible for:
- Providing accurate order and contact information;
- Reviewing this policy before purchasing;
- Submitting return requests within the applicable period;
- Providing complete and truthful information;
- Following the return instructions;
- Packaging returns securely;
- Retaining shipping and tracking records; and
- Monitoring email, including spam and junk folders, for return updates.
## 37. Mandatory Consumer Rights
Nothing in this policy excludes, restricts, or limits any consumer right or remedy that cannot lawfully be excluded, restricted, or limited.
If a provision of this policy conflicts with mandatory consumer law in the customer’s jurisdiction, the applicable mandatory law will control to the extent of the conflict.
## 38. Relationship to Other Store Policies
This Return and Refund Policy should be read together with our:
- Shipping and Delivery Policy;
- Privacy Policy;
- Terms of Service; and
- Any product-specific conditions clearly displayed before checkout.
If there is a conflict concerning return eligibility, refund timing, or refund calculation, this Return and Refund Policy will apply, except where mandatory law requires otherwise.
## 39. Changes to This Policy
We may update this Return and Refund Policy to reflect changes in business operations, products, payment processing, return procedures, or legal obligations.
The updated version will be posted with a revised “Last Updated” date. Unless otherwise required by law, changes will apply to purchases made after the revised policy becomes effective.
## 40. Contact Us
For questions about returns, exchanges, damaged products, canceled orders, or refunds, please contact us:
**Store and business name:** allbirdsx.shop
**Email:** info@allbirdsx.shop
**Telephone:** +1 954-342-6302
**Telephone in international format:** +19543426302
**Business address:** 33577 THYME LANE, MURRIETA, CA 92563, United States
**Return address:** 33577 THYME LANE, MURRIETA, CA 92563, United States
When contacting us about an existing order, include the order number and the email address used during checkout so that we can assist you efficiently.
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