Refund and Returns Policy

Effective Date: 

At Freexcity, we strive to ensure your complete satisfaction with our survival gear and accessories. However, if you are not entirely happy with your purchase, we are here to assist with a clear and fair refund and returns policy.

1. Returns

You have [30] days from the date of purchase to return an item for a full refund or exchange, subject to the following conditions:

  • Eligibility for Returns:

    • The item must be unused, in its original packaging, and in the same condition as you received it.
    • Proof of purchase (such as an order number or receipt) is required to process a return.
    • Certain items, such as personal hygiene products or items marked as final sale, are not eligible for return.

  • Return Process:

    • To initiate a return, please contact our customer service team at info@freexcity.xyz or (352) 536-1577 with your order details.
    • Once approved, you will receive instructions on how to send your item back to us. Customers are responsible for return shipping costs unless the return is due to an error on our part (such as receiving the wrong item or a defective product).

2. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approval Process:

    • If your return is approved, a refund will be processed to your original payment method within [7-10] business days.
    • Shipping costs are non-refundable unless the return is due to a mistake on our part.

  • Partial Refunds:

    • Items not returned in their original condition (e.g., damaged or missing parts not due to our error) may be eligible for a partial refund.

  • Late or Missing Refunds:

    • If you haven’t received a refund after [7-10] business days, first check your bank account and credit card company, as processing times may vary. If you still have not received your refund, please contact us at info@freexcity.xyz.

3. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at info@freexcity.xyz to arrange an exchange.

4. Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Downloadable software products
  • Perishable goods (e.g., certain food-related survival items)
  • Personal safety items such as first aid kits, water filters once opened, etc.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@freexcity.xyz. We will arrange for the item to be returned and a replacement or refund issued at no additional cost to you.

6. Return Shipping

You are responsible for paying your own return shipping costs unless the item was damaged or defective upon arrival, or the wrong item was shipped. If you receive a refund, the cost of return shipping may be deducted from your refund, depending on the reason for the return.

7. Refund for Sale Items

Only regular-priced items may be refunded. Sale or discounted items are not eligible for refunds, unless the item is defective or damaged.

8. International Orders

For customers outside, the return and refund process may take longer due to international shipping times. Please contact us at info@freexcity.xyz to initiate the return process for international orders.

9. Contact Us

If you have any questions about this Refund and Returns Policy, please contact us:

Phone: (352) 536-1577

Addresss: 14804 Windy Mount Cir Clermont, Florida(FL), 34711

Emaill: info@freexcity.xyz