Refund policy

RETURNS 

To make a return or exchange, please contact us at shop@passionflix.com.

You may start a return / exchange within 14 days from the date your order was delivered. Only items that are unworn, unwashed, unaltered, free of stains and odors, and with their original tags affixed are eligible for return or exchange.

Several types of goods are exempt from being returned: gift cards, magazines, intimate goods, and perishable goods such as food, flowers, wine.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use 
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that once we refund your original form of payment, this credit may take up to 7 business days to appear on your bank statement, depending on the bank.

EU & UK Right of Withdrawal Policy
If you are a customer located in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within fourteen (14) days without providing a reason.
Our standard Return Policy does not affect these legal rights. However, to protect our operations and prevent policy abuse, the following terms apply strictly to all statutory withdrawals:
1. How to Exercise Your Right of Withdrawal
  • The Cancellation Window: You have 14 days to cancel your purchase, starting the day after you (or a designated third party other than the carrier) take physical possession of your order. If your order is delivered in multiple shipments, the 14-day window begins the day after the final package from that order is delivered.
  • How to Submit a Request: To initiate a withdrawal, you must notify us of your decision by sending a clear email to shop@passionflix.com before the 14-day period has expired.
2. Return Requirements & Shipping Costs
  • Customer-Paid Return Shipping: The customer is solely responsible for bearing the direct cost of returning the goods to our designated facility. We do not provide free return shipping labels for withdrawal cancellations.
  • Prompt Return Delivery: You must ship the physical goods back to us without undue delay, and in any event, no later than 14 days from the day you notified us of your withdrawal.
  • Refund Withholding: We reserve the right to withhold your refund until we have received the returned items back at our facility, or until you provide official, verifiable tracking proof that the items have been shipped back.
3. Exclusions & Limitations
The statutory 14-day right of withdrawal does not apply to the following product categories:
  • Custom & Personalized Goods: Any merchandise that is made to order, customized, or custom-manufactured to your specific requests cannot be cancelled or returned.
  • Sealed & Hygiene Items: Items that are sealed for health or hygiene reasons (such as cosmetics, personal care products, or certain sealed apparel) are ineligible for return if the packaging or hygienic seal has been opened or broken after delivery.
  • Unsealed Media: Audio, video recordings, or media products (such as boxed DVDs or specialty media sets) lose their eligibility for withdrawal the moment their protective plastic wrap or seal is broken.
4. Deductions & Refund Caps
  • Diminished Value Deductions: You are permitted to inspect items as you would in a physical retail store. However, we reserve the right to deduct a percentage of your refund to cover the diminished value of any item returned with clear signs of wear, washing, physical damage, or missing original tags.
  • Shipping Refund Cap: If you chose an express or premium shipping method at checkout, we are only legally obligated to refund you the cost of our least expensive standard shipping option. Any premium shipping surcharges are non-refundable.

LATE OR MISSING REFUNDS 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@passionflix.com.

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

If you received a defective or damaged item, or if you'd like to exchange your item for a different size or color, please contact us at shop@passionflix.com within 14 days of having received it. 

GIFTS 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

SHIPPING 

To return your product, please contact us at shop@passionflix.com before you mail your product back to us. You should mail your product to: 405 Carlton Rd, Palmetto GA 30268.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.