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BOX90 Refund & Cancellation Policy
At BOX90, we want resolving an order issue to be simple and straightforward.
Because we serve customers internationally, eligible refund requests generally do not require customers to ship products back to us. When a refund is approved, BOX90 may allow the customer to keep the product rather than requiring an international return shipment.
This policy explains our 30-day refund window, cancellations, damaged or incorrect products, personalized products, refunds, and the rights available to customers in different markets.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. 30-Day Refund Window
Customers may submit an eligible refund request within 30 days of delivery.
The 30-day period begins on the date the order is recorded as delivered by the applicable shipping carrier.
To submit a request, contact:
Please include your order number and the email address associated with your purchase.
Depending on the nature of the request, we may ask for photographs, packaging images, delivery information, or other reasonable details necessary to review the case.
Submitting a request does not automatically guarantee a refund. Each request is reviewed according to this policy and any applicable consumer protection laws.
2. Returnless Refunds
BOX90 serves customers across multiple countries, and international return shipping can be unnecessarily expensive and inconvenient.
For this reason, when a refund is approved, BOX90 will generally not require the product to be physically returned.
Unless our customer support team specifically provides different instructions, an approved refund may be completed without requiring you to ship the product back.
When no physical return is required:
- You may keep the product;
- No return shipping cost will be charged;
- Your approved refund will be processed according to the terms below.
In exceptional circumstances, BOX90 may determine that a physical return is necessary. If this happens, our team will provide specific instructions before you send anything.
Do not ship a product back to BOX90 unless our customer support team has specifically instructed you to do so.
3. How to Request Assistance
To request a refund or report an issue with an order, contact:
Please provide:
- Your order number;
- The email address associated with your order;
- The product involved;
- A brief explanation of your request;
- Clear photographs when the product is damaged, defective, incorrect, incomplete, or materially different from what was ordered.
Providing complete information helps us review your request more quickly.
Our support team will review the request and contact you with the available resolution.
4. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible.
We may request photographs of the product, packaging, shipping label, or other relevant details so that we can review the issue.
When a claim is approved, BOX90 may offer an appropriate resolution, including:
- A replacement at no additional product or standard shipping cost;
- A full refund;
- A partial refund when appropriate and agreed upon.
For an approved claim involving an error attributable to BOX90 or a confirmed product defect, the customer will generally not be required to send the product back.
5. Change of Mind & Size Issues
If you change your mind about an eligible product or believe you selected the wrong size, you may contact us within the applicable 30-day period.
Because BOX90 operates internationally and generally uses a returnless resolution model, our customer support team will review the request and provide the available options.
A refund is not automatically guaranteed solely because a customer no longer wants the product, except where a mandatory right of withdrawal or other consumer right applies.
Any statutory consumer rights applicable to your purchase remain unaffected.
6. Personalized Products
Products customized according to customer-selected specifications are prepared specifically for that order.
This may include products featuring a customer-selected:
- Name;
- Number;
- Text;
- Patch;
- Design option;
- Other individualized modification.
To the extent permitted by applicable law, personalized products generally cannot be refunded solely because of:
- A change of mind;
- Incorrect size selection by the customer;
- Incorrect spelling, number, or information submitted by the customer;
- A customization choice the customer later decides to change.
Please review all personalization information carefully before completing your purchase.
Personalized products remain eligible for assistance when:
- The product arrives damaged or defective;
- The incorrect product was supplied;
- The customization received does not match the customization confirmed in the order; or
- Applicable law provides an additional remedy.
7. Exchanges
If you need a different product or size, contact us within the applicable 30-day period.
Because BOX90 fulfills orders internationally, we generally do not require customers to arrange an international return solely to complete a traditional exchange.
Our team will review your request and provide the available options based on product availability and the circumstances of the order.
When a replacement is approved because BOX90 supplied a damaged, defective, or incorrect product, the replacement will be provided without an additional standard shipping charge.
8. Refund Processing
Once a refund has been reviewed and approved, BOX90 will issue the applicable amount to the original payment method used for the purchase.
BOX90 aims to initiate approved refunds within 5 business days.
After the refund has been issued, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.
Processing times after BOX90 issues a refund are controlled by the applicable financial institution and may vary by payment method and country.
If 15 business days have passed since BOX90 confirmed that your refund was issued and you have not received it, please contact:
9. Original Shipping Charges
When standard shipping was provided free of charge, there is no original standard shipping fee to refund.
If a customer selected and paid for an optional premium or expedited shipping service, that additional shipping charge may be non-refundable for voluntary refund requests, except where applicable law requires otherwise.
If an order issue was caused by BOX90, any applicable refund will be handled in accordance with the customer's statutory rights and the circumstances of the order.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to process cancellation requests received before fulfillment begins.
If an eligible order is successfully canceled before fulfillment, the applicable payment will be refunded to the original payment method.
Once an order has been fulfilled or dispatched, it can no longer be handled as a standard pre-shipment cancellation. Requests made after dispatch will be reviewed under the applicable provisions of this Refund & Cancellation Policy.
11. Cancellation of Personalized Orders
Personalized products may enter preparation shortly after an order is confirmed.
Once personalization or custom preparation has begun, cancellation or modification may no longer be possible, to the extent permitted by applicable law.
If you notice an error in personalization information immediately after placing your order, contact us as quickly as possible.
We cannot guarantee that a change can be made once production has begun.
12. European Union Customers — Right of Withdrawal
Customers purchasing eligible products online within the European Union may have a statutory right to withdraw from their purchase within 14 days without providing a reason.
BOX90's commercial 30-day policy does not replace, restrict, or reduce this statutory right.
Where the statutory right of withdrawal applies, customers may exercise it electronically using the withdrawal or cancellation functionality provided through our store or through another legally permitted method.
When BOX90 expressly confirms that a physical return is not required, the customer may keep the product and the applicable approved refund will be processed without requiring an international return shipment.
Certain products, including goods made to a customer's specifications or clearly personalized, may be excluded from the statutory right of withdrawal where permitted by applicable law.
Statutory rights relating to defective, damaged, misdescribed, or non-conforming products remain unaffected.
13. Electronic Withdrawal Requests for EU Customers
Where required by applicable European Union law, BOX90 provides an electronic method through which eligible customers can submit a withdrawal request.
When an eligible electronic withdrawal request is submitted, the customer will receive electronic confirmation that the request has been received.
Customers may also contact:
for assistance regarding an eligible withdrawal.
14. United States & Other Markets
Customers in the United States and other markets may submit requests under BOX90's commercial 30-day policy, subject to the eligibility provisions described above.
Customers also retain any mandatory rights provided by the consumer protection laws applicable to their purchase.
Where applicable law provides rights greater than those described in this policy, the applicable legal requirement will prevail.
15. Packages Lost in Transit
If tracking indicates that an order may have been lost during transportation, contact:
BOX90 will review the tracking information and, where appropriate, open an investigation with the applicable shipping provider.
When a shipment is confirmed as lost, BOX90 will provide an appropriate resolution, which may include a replacement or refund.
16. Orders Marked as Delivered
If tracking shows that an order was delivered but you cannot locate it, please first:
- Check the delivery location;
- Check with household members;
- Check with neighbors;
- Contact your building reception or management, when applicable;
- Contact the final-mile carrier.
If the package still cannot be located, contact BOX90 with your order number.
We will review the available delivery information and assist with the next appropriate steps.
A carrier's delivery confirmation does not automatically determine the outcome of every claim; requests will be reviewed based on the available information and applicable law.
17. Refund Abuse & Fraud Prevention
BOX90's returnless refund model is designed to make legitimate customer issues easier to resolve.
To protect our customers and business from abuse, BOX90 may investigate requests involving suspected:
- Fraudulent claims;
- Manipulated or misleading evidence;
- Repeated refund abuse;
- False claims of non-delivery;
- Attempts to obtain multiple refunds for the same purchase;
- Other material misrepresentations.
We may request reasonable supporting information before approving a claim.
Where permitted by law, BOX90 reserves the right to decline fraudulent or abusive requests.
This section does not limit legitimate statutory consumer rights.
18. Payment Disputes
If you believe there is a problem with your order, we encourage you to contact BOX90 before initiating a payment dispute.
Our support team will make reasonable efforts to investigate and resolve legitimate order issues directly.
Nothing in this section limits any rights you may have through your card issuer, payment provider, or applicable law.
19. Policy Updates
BOX90 may update this policy when necessary to reflect changes to our operations, consumer protection requirements, payment methods, or customer service procedures.
The most current version will be available on this page.
Changes will apply as permitted by applicable law.
20. Contact Us
For questions regarding refunds, cancellations, replacements, order issues, or this policy, contact:
BOX90
Email: support@usebox90.com
Customer Support: Monday–Friday
When contacting us regarding an existing purchase, please include your order number.