Refund policy

CANCELLATIONS/RETURNS/EXCHANGES POLICY

Last updated: August 14, 2023

CANCELLATIONS

If you wish to cancel an order that has not yet been processed/fulfilled/shipped, you can request to do so by using our contact form or by sending an email to inquiry@bahngentertainment.com. Please include your first and last name, order number, and reason for cancellation in the message. Please note that we may not be able to accommodate cancellation requests for certain orders, and cancellation requests will be approved on a case by case basis at our discretion depending on the situation. 

RETURNS & EXCHANGES

Since we do not have the facilities to process many returns, our general policy is that we do NOT accept returns solely because you changed your mind and/or no longer want it, unless specifically stated otherwise in our Terms of Service. All sales are final, and we do not allow returns or exchanges, unless you have received a defective item(s), incorrect item(s), or are missing an item(s), in which case the following policies apply:

(i) In order to process any request for a return or exchange in the rare case of defective, incorrect, or missing item(s), an Unboxing Video** is always required, and you must contact us with your request and your Unboxing Video within 7 days of when the shipment was marked as delivered by the courier. Always film an Unboxing Video while opening your package for the first time to ensure you have video proof of any potential issues with your order. If a product is visibility defective or incorrect based on its exterior alone, do NOT unwrap/unseal the product(s). 

** The Unboxing Video must be a full, UNEDITED video recording of the package you received and the contents inside from beginning to end, from the moment you open the outer shipping box/envelope and unwrap each item (unless the item itself is incorrect or there are obvious defects on the outside of the item, then do not unwrap it), to the point where you can point out the missing item(s), incorrect item(s), or defective item(s). Be aware that we will not be able to assist you with your request until we have received an Unboxing Video that satisfies our requirements.

(ii) The outer box/case/sleeve/cover/jacket of an item is made for protecting the product underneath. Damage, crushing, puncturing, tearing, spots, scratches, flaws, discoloration, etc. may occur due to the nature of the material or during the packaging/shipping/delivery process and CANNOT be a reason for exchange or return. We are not responsible for damage caused by the shipping courier and we are not responsible for missing packages.

(iii) After receiving your unboxing video and reviewing the details of the case, if you are approved for a return/exchange, our team will send you a prepaid return label for the item(s) being returned/exchanged. Upon receiving the returned item(s), we will review and issue assistance in the form of either a full or partial refund, store credit, or ship a new replacement depending on our inventory and which solution best suits the situation. In the case of incorrect product(s) received, contact us first with your Unboxing Video and do NOT unwrap/unseal/open the product. In these cases, if the product is unwrapped/unsealed/opened, we will not be able to accept your return/exchange request. 

(iv) If you are missing an entire product, we will review the Unboxing Video and at our discretion may send a replacement of the product if we have it in stock. If you’ve received the correct product, but are missing one of the smaller inner items/inclusions: instead of a return, we will review the Unboxing Video and at our discretion may issue a partial refund or send a replacement of the individual item if we have it in stock. If a missing item is out of stock, instead of a replacement or exchange, we will review the Unboxing Video and at our discretion may issue a partial or full refund, depending on the situation.

Please note: A product may have its own return/exchange policy that is different from our general return policies stated here, which will be listed on the individual product page, in which case, the policy of that specific product will supersede our general policies. 

Please also read our full Terms of Service.

Our Returns/Exchanges/Cancellations Policies are subject to change without notice.