How Do Promotions Affect Refunds, Returns, and Exchanges?

Quick Answer

When an order used a promotion or coupon, your refund or exchange value may differ from an item's listed price. Refunds are based on the amount you actually paid for the returned item after any discount, and a coupon's value itself isn't refunded as cash.

If you return only part of a promotional order, the promotion may no longer apply to the items you keep, which can change the refundable amount. Because this depends on your specific order, please contact our Customer Care team before sending anything back so we can confirm how your promotion affects the refund.

How is my refund calculated when I used a coupon or promotion?

Your refund reflects the amount actually paid for the returned item, not its full listed price:

• Coupon orders - the discount applied at checkout reduced what you paid, so the refund is based on that discounted amount. The coupon value isn't returned as cash.
• Promotional orders - if an item was free as part of an offer, there's usually nothing to refund for it because no payment was made for that item.

Contacting us first means we can confirm the exact refund for your order before you return anything.

What happens if I return only part of a promotional order?

Promotions like buy-more-get-one-free are built around the full set of qualifying items. If you return some of them but keep others, the promotion may no longer apply to what you keep. In that case we recalculate the order based on the items kept, which can reduce the refundable amount.

A free promotional item is treated as part of the promotion rather than a standalone gift, so returning other items in the set can affect the original discount. Let us know which items you want to keep and which you want to return, and we'll explain how the refund works.

Can I exchange a promotional item?

Yes, exchanges are often possible. If the replacement item has a different price, we'll confirm any price difference and share payment or refund details based on your order. Because promotional pricing can affect the amounts involved, it's best to contact us first so we can set up the exchange correctly.

What should I know about returning promotional items?

A few points to keep in mind:

• Contact us before sending items back, so we can confirm the right process for your order.
• If we provide return instructions, please follow them carefully. Items may need to be returned in their original packaging and condition, sometimes with tags attached, unwashed and unworn.
• Return label availability and who covers return shipping can vary by order, so we'll confirm what applies to yours.
• After shipping a return, send us the tracking number if asked, and note the order or reference number on the package if we request it.

In what situations should I contact Customer Care?

Please reach out if:

• You want to return only some items from a promotional order.
• You'd like to keep a free or discounted item while returning others.
• Your refund is lower than you expected after a promotion or coupon.
• You want to exchange a promotional item for a different size or price.
• You need the correct return address, label information, or tracking instructions.

You can contact our Customer Care team via live chat or the Contact Us page. Please don't assume the refund from an item's original listed price; share your order number so we can review the full order, the promotion, and the items you're keeping or returning.