Refund policy

Return, Refund & Warranty Policy

(Applicable to purchases made directly from bixdo.com)

Effective note: Unless otherwise stated, all return and warranty periods are calculated from the delivery date (based on tracking records). If no tracking record is available, the period starts from the 5th calendar day after the order date.

1. Return Window

You may submit a return request within 30 calendar days after delivery.
If no tracking record is available, the 30‑day window starts from the 5th calendar day after the order date.
Requests submitted after this window may not be accepted (except where required by law).
All returns must be approved by Bixdo customer support before you ship the product back. Unauthorised returns may be refused or may not be eligible for refund/exchange.

2. Types of Returns

Bixdo accepts two types of return requests within the 30‑day window:

Change‑of‑mind returns – including personal preference, wrong purchase, change of mind, or unmet expectations.
Quality‑related returns – where the product is believed to have a genuine manufacturing defect or quality issue.

Different conditions and cost responsibilities apply to each type.

3. Change‑of‑Mind Returns

Eligibility criteria (all must be met):

The product is in its original, unopened packaging.
The product has not been used, tested, damaged, altered, washed, or handled in a way that affects resale.
All original packaging, accessories, manuals, spare parts, gifts, promotional items, and bundled items are returned together.
The product is in a complete and resalable condition.
The return request is submitted and approved before the item is sent back.

Cost responsibility:

The customer is responsible for all return shipping costs, including customs duties, taxes, clearance fees, or other logistics charges.
Original shipping fees, customs duties, taxes, and handling fees are non‑refundable (unless required by law).
Bixdo may refuse a change‑of‑mind return if the product has been opened, used, damaged, or returned incomplete.

4. Quality‑Related Returns

You may submit a quality‑related return, refund, or exchange request within 30 calendar days after delivery.
A quality issue means a manufacturing defect or functional failure that prevents normal operation under proper use.

Review process:

Bixdo will review your request. You may be asked to provide photos, videos, order information, product details, and other reasonable verification materials.
If Bixdo confirms a genuine quality defect, Bixdo will provide a reasonable solution – which may include replacement, exchange, repair, or refund (depending on availability).
For confirmed quality issues, Bixdo will cover the approved return shipping cost. The return method must be confirmed in advance. Unapproved shipping costs may not be reimbursed.

The following are NOT considered quality issues:

Damage from misuse, improper handling, accidental dropping, collision, liquid immersion, unauthorised disassembly, modification, or repair.
Damage from using non‑original, incompatible, or third‑party accessories or spare parts.
Normal wear and tear.
Cosmetic damage that does not affect function (unless present upon delivery and reported promptly).
Discomfort, sensitivity, or personal preference after opening/use (unless caused by a verified defect).
Damage caused by failure to follow the user manual, safety instructions, or recommended usage conditions.

5. Required Information for Requests

To verify and process your request, Bixdo may require (including but not limited to):

Order number.
Purchaser name and contact information.
Email address or phone number used for the order.
Shipping address.
Product model, colour, SKU, batch number, serial number, or other product identification.
Proof of purchase.
Photos or videos showing the product condition, packaging, accessories, defect, or damage.
A clear description of the issue and when it occurred.
Identity or account information to confirm you are the purchaser or authorised recipient.

If the provided information is missing, incomplete, inaccurate, unverifiable, or inconsistent with the returned product, Bixdo may delay, reject, or cancel your request.

6. Return of Accessories, Free Gifts, and Bundled Items

All returned products must include the complete set originally delivered, including:

Main product unit.
Charging cable, base, adapter, or other charging components.
Brush heads, nozzles, replacement heads, or other detachable parts.
Manuals, cards, labels, and documentation.
Storage cases, travel cases, trays, or holders.
Free gifts, promotional gifts, bonus items, and bundled items.
Original packaging and protective materials.

After inspection, if items are missing, damaged, or used beyond the approved condition, Bixdo may reject the return, refuse the refund/exchange, or deduct replacement, repair, repackaging, cleaning, or loss‑of‑value costs from the refund.

7. Refunds

Once your returned item is received and inspected, Bixdo will notify you whether your refund is approved.
Approved refunds will be issued to the original payment method. Processing time varies by your payment provider, bank, or card issuer.
The refund amount may be adjusted for deductions, including:
- Missing accessories, spare parts, gifts, or bundled items.
- Product damage or condition inconsistent with the approved return.
- Return shipping costs that are the customer’s responsibility.
- Customs duties, taxes, clearance fees, or other logistics charges.
- Any other costs permitted under this policy and applicable law.

Bixdo is not responsible for delays caused by banks, payment providers, customs, logistics providers, or incorrect customer information.

8. Exchanges

If your exchange request is approved, Bixdo will arrange a replacement based on availability.
If the same product/model/colour is unavailable, Bixdo may offer an alternative (comparable item, store credit, or refund).
For change‑of‑mind exchanges, the customer pays return shipping and any price difference, taxes, duties, or other related costs.
For quality‑related exchanges, Bixdo covers approved return and replacement shipping costs.

9. One‑Year Limited Warranty

Bixdo provides a one‑year limited warranty for eligible products purchased from the official website.
The warranty period starts from the delivery date (or the 5th calendar day after order date if no tracking record).
The warranty covers verified manufacturing defects and functional failures that occur under normal use during the warranty period.
During the warranty period, Bixdo may provide repair, replacement of defective parts, product replacement, or another reasonable solution (depending on the issue, product condition, and availability).
After the 30‑day return window has expired, warranty service does not automatically entitle you to a full refund (unless required by law or approved by Bixdo on a case‑by‑case basis).

10. Warranty Exclusions

The one‑year limited warranty does not cover:

Damage from misuse, abuse, negligence, accidental dropping, collision, compression, liquid immersion, or improper storage.
Damage from unauthorised disassembly, modification, maintenance, or repair.
Damage from using non‑original, incompatible, or third‑party accessories, consumables, or spare parts.
Normal wear and tear, cosmetic scratches, discolouration, or surface damage that does not affect function.
Consumable items (e.g., brush heads, whitening gel, nozzles, replacement heads, disposable accessories) unless otherwise stated.
Damage caused by failure to follow the user manual, safety instructions, or recommended usage conditions.
Damage from extreme temperature, humidity, improper environment, natural disasters, power surges, or external events beyond normal use.
Products that cannot be verified due to missing, altered, or unreadable serial numbers, batch numbers, order information, or proof of purchase.
Products purchased from unauthorised sellers, third‑party marketplaces, resale channels, or second‑hand sources.
Products outside the one‑year warranty period.

11. Non‑Returnable Items

Unless there is a confirmed quality issue or otherwise required by law, the following are not eligible for return or refund:

Opened or used personal care and hygiene products returned for change‑of‑mind reasons.
Products that are damaged, incomplete, altered, or missing original packaging, accessories, spare parts, gifts, or bundled items.
Consumable items (brush heads, nozzles, replacement heads, disposable accessories, etc.).
Free gifts, promotional gifts, bonus items, and add‑on items (unless returned together with the eligible main product).
Products marked as final sale, non‑returnable, or non‑refundable at the time of purchase.
Products returned without prior approval from Bixdo customer support.
Products that cannot be verified due to missing or inaccurate order information.

12. Discount Codes, Coupons, and Promotions

Discount codes, coupons, promotional credits, store credits, or other benefits used on an order will not be restored, reissued, or reused after a return, refund, or cancellation (unless required by law or expressly approved by Bixdo).
If a returned item causes the original order to no longer meet promotion conditions (e.g., bundle offers, free gift thresholds, or discount thresholds), Bixdo may recalculate the order based on the remaining eligible items and deduct the corresponding amount from the refund.
Free gifts, promotional items, or bundled items must be returned together with the returned product. If not returned, Bixdo may deduct their stated retail value or replacement cost.

13. Refused Delivery, Failed Delivery, and Unauthorised Returns

If a customer refuses delivery, fails to collect the parcel, provides an incorrect/incomplete shipping address, or otherwise causes delivery failure for reasons not attributable to Bixdo, the customer may be responsible for any related shipping, return shipping, customs duties, taxes, clearance, storage, or other charges.
Unauthorised returns (sent without contacting Bixdo customer support or without following approved return instructions) may be refused, delayed, or excluded from refund/exchange.

14. How to Submit a Request

To submit a return, refund, exchange, or warranty request, please contact Bixdo customer support through the official website.

Please include the following when contacting us:

Order number.
Email address or phone number used for the order.
Product model and quantity.
Clear description of the issue or reason for return.
Photos or videos (if applicable).
Any other information reasonably required by Bixdo.

Please do not send any product back before receiving return instructions from Bixdo customer support.

15. Additional Terms

This policy applies only to products purchased directly from bixdo.com.
- It does not apply to orders placed through the hk.bixdo.com subdomain or to orders with a delivery address in Hong Kong. Hong Kong local orders are subject to the policy stated on hk.bixdo.com.
For products purchased from other retailers, marketplaces, distributors, or third‑party sellers, please contact the original seller for return, refund, exchange, or warranty support.
Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.
Bixdo reserves the right to review each request in accordance with this policy, the returned product’s condition, the information provided, and applicable law.
Bixdo may revise, adjust, or update this policy from time to time without individual advance notice. Any updated terms apply only to new orders placed after the revised version is published. Orders placed before the revision remain governed by the policy version in effect at the time of purchase.
If you are a California resident, you may have additional privacy rights under the CCPA and other applicable California privacy laws. For more information, please review our Privacy Policy.
Governing law: This policy is governed by the laws of Hong Kong, and any related disputes will be handled by the competent courts of Hong Kong.

For questions, please contact Bixdo customer support through the official website or by email at:
📧 support@bixdo.com

Company Operator: ECOLITE WELLBEING (HK) CO., LIMITED
Registered Address: 21/F, Lee Garden One, 33 Hysan Avenue, Causeway Bay, Hong Kong