Refund Policy

Return Eligibility

At BehindTheLine, we strive to ensure that our customers are completely satisfied with their purchases. If you wish to return an item, please ensure the following conditions are met:

• The return request is initiated within 30 days from the date of delivery.
• The product must be unused, in its original packaging, and in a resalable condition.
• Personalized items are not eligible for return unless they arrived damaged or incorrect.

Process for Initiating Returns

To initiate a return, please follow these steps:

• Contact our customer service team at [email protected] with your order number and reason for return.
• Our team will provide you with a return authorization and further instructions.
• Pack the item securely, including all original packaging materials, and return it to the address provided in the authorization.

Refund Methods and Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

• 3-5 business days for credit card transactions.
• Immediate processing for PayPal transactions.

Special Cases

In the following situations, we will ensure that our customers are taken care of:

• Damaged Items: If your item arrives damaged, please contact us within 48 hours of delivery. We will arrange for a replacement or refund.
• Wrong Items: If you receive the wrong item, please notify us within 48 hours. We will send you the correct item at no additional cost.

Exceptions to the Policy

There are certain exceptions to our return policy:

• Customized products that have been correctly made as per the specifications provided at the time of order.
• Sale items or products marked as non-returnable.

We appreciate your understanding and are committed to providing you with the best products and customer service. Thank you for choosing BehindTheLine.