We want you to experience the comfort and performance SAXX has to offer. You can read all the reviews, but we know sometimes you need to try it before you buy it. The Comfort Guarantee policy applies to any order placed on the Site (with the exception of FINAL SALE product which cannot be returned or exchanged). Proof of purchase is required. If you are not satisfied with your product for any reason, SAXX will provide a full refund within forty-five (45) calendar days of purchase. All shipping costs, duties/import taxes and any other associated fees such as exchange and transaction fees, on the original purchase, including fees incurred for returns, are non-refundable. After 45 calendar days from purchase, this policy no longer applies.
Unless prohibited by applicable law, the Comfort Guarantee does not apply to products purchased from unauthorized sellers, including unauthorized websites. We can’t attest the SAXX products sold by these sellers are authentic because we cannot control the quality of our products when they are sold by sellers that have no relationship with us.
If the contents of an order that you received does not match the items that you ordered, or if your order is incomplete, please contact our customer service team within 48 hours of receipt on 1-844-877-7299 (English & French language services available) or email email@example.com.
If you wish to activate the Comfort Guarantee, we require that you contact us before sending anything back. Please e-mail firstname.lastname@example.org with:
- your order number
- proof of purchase
- the style name and color of the item(s) that you wish to return
- a brief description of the issue will help us process your request faster (i.e. wrong fit, wrong size)
For USA and Canada orders: You may be required to return your order to a SAXX handling center in order to receive credit. If you are asked to return products to a SAXX handling center, a SAXX agent will email you an electronic return shipping label in PDF format from an authorized carrier. You are responsible for printing the electronic return shipping label provided to you via email and affixing it to the parcel prior to shipping. Only electronic return shipping labels will be provided to you. Please note that the return labels provided are valid for 7 days and must be used within that timeframe. The package must be delivered by you to the carrier advised to you by SAXX customer service agent. SAXX will only assume the delivery charges and the risks of loss and damage when the return shipping label provided by SAXX is applied. If you return product to SAXX via any method other than using the SAXX-issued return shipping label, you shall assume the delivery charges and the legal risks for products returned.
Once we have received and validated returned items, we will confirm it to you by email. For all returns, the following requirements must be met:
- Original tags and packaging to be attached.
- Where possible, please use the original delivery packaging or ensure the items are packed securely.
- The return reference number must be clearly visible on the outside of the packaging.
If your return is accepted and your purchase was made on the website, any amount debited from your method of payment with regard to the product will be credited. All shipping costs, duties/import taxes and any other associate fees such as exchange and transaction fees, on the original purchase, including fees incurred for returns, are not refundable.
Please allow at least 7 business days from when the goods are received at the SAXX handling center for refunds to be processed. If you have made a purchase through a combination of a gift card and using a method of payment, refunds will first be applied to the gift card before being applied to the method of payment.
Any discrepancies on the receipt will result in additional contact from a SAXX agent and create delays in processing the refund. SAXX reserves the right to reject a return and decline to refund, subject to applicable law, under the following circumstances:
- That the items received were not in their original condition/packaging.
- That the items received were received without proper or secure transportation packaging.
- That you returned products that you were not entitled to return.
- That items were missing from the return.
- That you did not follow the return instructions.
- That you otherwise failed to exercise reasonable care when returning items.