Refund policy

Effective Date:27/04/2026

Last Updated: 27/04/2026


This Returns Policy applies to all purchases made on byexora.com (the “Site”), operated by GROUP BRITOX LIMITED (Hong Kong Company No. 77552034). By placing an order, you acknowledge that you have read, understood, and accepted this Returns Policy in full, and you agree to be bound by its terms. Please review this policy carefully BEFORE placing an order.

IMPORTANT: Please read this policy carefully before placing your order. Returns are accepted ONLY when all conditions below are met. Returns sent without a Return Authorization (RA) number, returns sent outside the return window, or returns received in non-original condition will be rejected and returned to the customer at the customer's expense, or held for thirty (30) days pending instructions, after which they may be discarded without refund.

1. Return Window

You may request a return within 30 days of the delivery date as recorded by the carrier. Return requests submitted after this period will not be accepted under any circumstances. The return window is calculated from the date the carrier marks the package as delivered, regardless of when the customer takes physical possession.

Once a Return Authorization is issued, the returned item must be received by us within 14 days of the RA issue date. Items received after this period will be rejected and may be returned at the customer's expense or discarded.

2. Eligibility Conditions

To be eligible for a return, ALL of the following conditions must be met. Failure to meet any single condition will result in the return being rejected:

  • The item must be unworn, unwashed, unaltered, and unused, with absolutely no signs of wear, damage, marks, stains, scratches, or alteration.

  • The item must be free of any odors, including but not limited to perfume, cologne, body spray, deodorant, smoke, food, or pet odors.

  • The item must be free of any foreign materials, including but not limited to makeup, foundation, lipstick stains, hair, pet hair, lint, or dust.

  • All original tags must be attached to the item, intact, and not removed, cut, or reattached.

  • All hygiene seals, security tags, or protective stickers (where applicable) must remain intact and unbroken.

  • The item must be returned in its original packaging, including all dust bags, boxes, polybags, inserts, certificates, and any free promotional items received with the order.

  • Proof of purchase (order number or order confirmation email) must be provided.

  • A valid Return Authorization (RA) number issued by us must accompany the return.


We reserve the sole and absolute discretion to determine whether a returned item meets these conditions. If, in our judgment, an item shows any sign of having been worn, used, washed, altered, or otherwise no longer meets the above conditions, the return will be rejected and the item returned to the customer at the customer's expense.

3. Final Sale — Non-Returnable Items

The following items are FINAL SALE and CANNOT be returned, exchanged, or refunded under any circumstances, except where required by mandatory consumer protection law:

  • Earrings, body jewelry, and any pierced jewelry (for hygiene reasons).

  • Swimwear, lingerie, intimate apparel, bodysuits, and shapewear (where the hygiene seal has been removed or is missing).

  • Hair accessories, including hair clips, headbands, scrunchies, and hair extensions.

  • Cosmetics, beauty tools, fragrances, and personal care items.

  • Items purchased on sale, clearance, markdown, outlet, or with a discount code of 20% or greater.

  • Items purchased during promotional events, including but not limited to Black Friday, Cyber Monday, flash sales, holiday sales, end-of-season sales, and bundle promotions.

  • Items marked “Final Sale,” “Last Chance,” “No Returns,” or similar at the time of purchase.

  • Limited edition, special collection, collaboration, or pre-order items.

  • Personalized, customized, monogrammed, or made-to-order items.

  • Gift cards, store credit, e-vouchers, and digital products.

  • Free items, gift-with-purchase items, and promotional add-ons.

  • Items damaged due to misuse, improper care, accidental damage, or normal wear and tear after delivery.

  • Items returned without a valid Return Authorization (RA) number.

  • Items returned outside the return window or received after the RA expiry date.

  • Items returned in non-original condition or missing any required component (tags, packaging, accessories).

4. How to Initiate a Return

Returns must be initiated through the following mandatory process. Returns initiated outside this process will not be accepted:

  1. Submit a return request by emailing support@byexora.com within 30 days of delivery. Your email must include: (i) your order number, (ii) the full name on the order, (iii) the item(s) you wish to return, (iv) the specific reason for the return, and (v) clear, well-lit photographs of the item(s) showing the original tags attached, the original packaging intact, and the overall condition of the item.

  2. Wait for our customer service team to review your request. We aim to respond within 1–3 business days. Approval is granted at our sole discretion based on the photographs provided, the eligibility conditions in Section 2, and the non-returnable categories in Section 3.

  3. If approved, you will receive a Return Authorization (RA) number, the return shipping address, and detailed return instructions. The RA number must be clearly written on the outside of the package and on any included return slip. The RA number is valid for 14 days from the date of issue.

  4. Pack the item(s) securely in their original packaging, ensuring all tags, hygiene seals, accessories, and inserts are included. The customer is responsible for ensuring the item is adequately protected during transit.

  5. Ship the package using a trackable, insured shipping method at the customer's expense. We strongly recommend retaining proof of postage and tracking. We are not responsible for returns lost or damaged in transit.


Returns sent WITHOUT a Return Authorization, sent to an address other than the one provided in the return instructions, sent without tracking, or sent after the 14 days RA expiry will be REFUSED at delivery, returned to the sender at the sender's expense, or held for thirty (30) days pending instructions, after which they may be discarded without refund.

5. Return Shipping Costs

The customer is responsible for ALL return shipping costs, including but not limited to postage, insurance, customs duties, and any fees charged by the carrier. Original shipping charges paid at checkout are non-refundable under any circumstances, including in the case of a return.

Sole exception: Return shipping is covered by us only when the return is the result of our verified error, namely a wrong, defective, or damaged item, as determined by us upon inspection (see Section 11).

6. Restocking Fee

All approved returns are subject to a non-negotiable restocking fee of 15% of the item's purchase price (excluding original shipping). The restocking fee covers the cost of inspection, repackaging, quality control, and re-inventorying. The restocking fee will be deducted automatically from the refund amount.

The restocking fee is waived only when: (a) the return is the result of our verified error (wrong, defective, or damaged item), or (b) where mandatory consumer protection law in the customer's jurisdiction requires waiver.

7. Inspection and Approval

Once your return is received at our designated return address, it will be inspected within 5–10 business days. We reserve the sole and absolute right to inspect each returned item and determine whether it meets the eligibility conditions of this Policy. If, in our judgment, the returned item does not meet the eligibility conditions, the return will be rejected and one of the following will occur, at our sole discretion:

  • The item will be returned to the customer at the customer's expense (a return shipping invoice will be issued and must be paid before reshipment).

  • The item will be held for thirty (30) days pending instructions; after thirty (30) days without payment of return shipping, the item may be discarded without refund.

  • In limited cases, at our sole discretion, a partial refund (typically 30% to 70% of the purchase price, depending on the condition) may be offered as store credit only.


Decisions made during inspection are final.

8. Refund Method — Store Credit by Default

Approved refunds are issued as store credit (an e-voucher) by default. Store credit is valid for twelve (12) months from issue, can be used on the Site only, is non-transferable, and has no cash value. Store credit cannot be combined with certain promotional codes.

Refunds to the original payment method will be issued only upon explicit written request from the customer at the time of submitting the return request, and only after deduction of the restocking fee and any non-refundable charges. Original shipping charges are never refunded except where the return is the result of our verified error.

Refunds, when issued, will be processed within 7–10 business days following our acceptance of the return upon inspection. The time it takes for the refund to appear on the customer's statement depends on the payment provider and may take an additional 5–10 business days.

9. No Exchanges

We do not offer direct exchanges of any kind. If the customer wishes a different size, color, or product, they must return the original item in accordance with this Policy and place a new order separately. We do not hold inventory pending exchange, and we cannot guarantee that the desired alternative will remain in stock.

10. Order Modifications and Cancellations

Once an order has been placed, requests to modify the items, quantities, sizes, colors, billing information, or shipping address cannot be guaranteed and are accepted at our sole discretion. Cancellation requests must be received within one (1) hour of order placement and before fulfillment begins. After this window, the order cannot be cancelled and must be processed as a return after delivery in accordance with this Policy.

We do not change shipping addresses, billing information, or payment methods on orders that have already entered fulfillment, for security and fraud-prevention reasons.

11. Damaged, Defective, or Wrong Items

If you receive an item that is materially damaged in transit, materially defective, or different from the item ordered, you must contact us at support@byexora.com within seven (7) days of the delivery date with the following:

  • Your order number and the full name on the order.

  • Clear, well-lit photographs of the outer shipping packaging.

  • Clear, well-lit photographs of the affected item, showing the defect, damage, or discrepancy.

  • Photographs of the original tags, hygiene seals, and packaging.


Claims submitted after seven (7) days from delivery, or claims submitted without the required photographic evidence, will not be considered. We reserve the right to request additional information or documentation, and to make a final determination based on our inspection.

If we verify, in our reasonable judgment, that the item is damaged in transit, defective, or incorrect, we will offer at our discretion: (a) a full refund to the original payment method (including original shipping), (b) a free replacement subject to availability, or (c) store credit equal to the value of the item plus original shipping. In such cases, return shipping is at our cost and no restocking fee applies.

Important: Minor color, shade, texture, fabric, or finish variations are inherent to fashion products and are not considered defects (see Section 12). Normal wear and tear after use is not considered a defect. Damage caused by misuse, improper care, accidental damage, or normal wear after delivery is not eligible.

12. Color, Sizing, and Variation Disclaimer

Color and appearance: Product images on the Site are intended to represent the products as accurately as possible. However, color, brightness, contrast, and finish may vary depending on monitor or device calibration, lighting conditions, and individual perception. Such variations are inherent to online shopping and are not considered defects. They do not entitle the customer to a refund or return.

Sizing: Customers are responsible for consulting our size guide before placing an order. Items returned for sizing reasons are subject to all conditions in this Policy, including the restocking fee. We strongly recommend reviewing measurements carefully before purchase.

Material and texture: Natural variations in materials, including but not limited to fabric weave, finish, sheen, grain, weight, and dye lot, are normal and are not considered defects.

13. Returns During Sales and Promotional Events

Items purchased during major promotional events (including but not limited to Black Friday, Cyber Monday, holiday sales, flash sales, end-of-season sales, anniversary sales, and similar events) are FINAL SALE and are not eligible for return, exchange, or refund under any circumstances, except where the item is verified by us as damaged in transit, defective, or incorrect (see Section 11).

Items purchased with a discount code of 20% or greater are also FINAL SALE.

14. Bundles, Sets, and Gift-with-Purchase Items

Items sold as part of a bundle, set, or multi-pack must be returned in their entirety. Partial returns of bundles or sets will not be accepted, and the corresponding bundle discount will be invalidated, with the discount amount deducted from any refund. Free gifts, promotional add-ons, and gift-with-purchase items must be returned with the qualifying purchase; failure to return such items will result in the retail price of the gift being deducted from the refund.

If a return causes the order to fall below a free-shipping threshold, the original shipping cost will be deducted from the refund amount.

15. Excessive or Abusive Returns

We monitor return activity and reserve the right, at our sole discretion, to refuse future orders, cancel pending orders, withhold refunds, restrict account access, or take other action against any customer we identify as engaging in: (a) excessive returns, (b) wardrobing (using an item before returning it), (c) returning altered, used, or damaged items, (d) abusive use of return policies, (e) returns associated with chargebacks or payment disputes, or (f) any conduct we determine, in good faith, to be fraudulent, abusive, or in bad faith. Customers identified as engaging in such conduct may be banned from future purchases without notice.

16. Late, Lost, or Damaged Returns

The customer assumes full responsibility for the returned item until it is received and accepted by us. We are not responsible for returns lost, damaged, delayed, or stolen in transit. We strongly recommend using a trackable and insured shipping service. Returns received in damaged condition due to inadequate packaging by the customer will be rejected.

17. Statutory Consumer Rights

Nothing in this Policy is intended to limit or exclude any non-waivable statutory consumer rights you may have under the mandatory laws of your country, state, or jurisdiction of residence, including but not limited to rights under U.S. federal law and applicable state consumer protection laws. Where mandatory consumer law requires us to offer broader rights than those described in this Policy (for example, in cases of products that are materially defective or not as described), those mandatory rights will apply, but only to the minimum extent required by law. All other terms of this Policy remain in full force.

18. Contact

All return requests, questions, or concerns must be directed exclusively to:

GROUP BRITOX LIMITED

Room 517, New City Centre, 2 Lei Yue Mun Road, Kwun Tong, Hong Kong

Email: support@byexora.com


Returns or correspondence sent to any other address, including our registered office address above, without prior authorization will not be processed.

Note: This Returns Policy is provided as a template designed to be strict but compliant with common e-commerce practices and applicable U.S. consumer protection frameworks. It is not legal advice. Some U.S. states (including California, Florida, New York, and Virginia) have specific posting and disclosure requirements for return policies, and certain provisions (such as restocking fees and final sale designations) may have additional disclosure or conspicuous-notice requirements. We strongly recommend you have this Policy reviewed by a qualified U.S. e-commerce attorney before publishing on the Site, and that you ensure the Policy is conspicuously posted at checkout and acknowledged by the customer prior to order completion. Failure to follow proper disclosure rules may render certain restrictions unenforceable.