Exodus Enterprises — Refunds, Returns & Exchanges

Exodus Enterprises, LLC ("Exodus," "we," "us," "our") stands behind our products and aims to resolve issues quickly and fairly. This policy covers retail and wholesale orders fulfilled by Exodus or by our subsidiaries/affiliates/partners acting as our agent or merchant of record.

Contact
• Email: support@exoclub.com
• Phone: 1-833-271-2956
• Website: exoclub.com

1) Eligibility & time limits

Late requests (after the window) cannot be accepted unless required by law or covered by a written warranty.

2) What you’ll need

• Order number or receipt/proof of purchase
• Photos for damage/defect claims (outer box, inner packing, labels, product)
• Unopened/unused items in original packaging unless returning due to verified defect/DOA

3) RMA is required (no walk-ins)

All returns must be pre-approved in writing. Do not send items back without an RMA number.

1. Email support@exoclub.com with your order number, reason, and photos (if applicable).
2. We’ll review and, if approved, send RMA instructions and a return address/label (label provided only if due to our error/defect).
3. Ship the item within 7 calendar days of receiving the RMA. Unused RMAs expire.

Signature: Certain returns (especially wholesale) require a signed RMA form before you ship.

4) Condition & inspection (tiers)

To keep things transparent, we grade returned items:

5) Non-returnable & special-handling items

• Regulated goods (e.g., nicotine vapes, certain consumables) that have been opened/used
• Perishables or items with safety seals broken
• Final-sale/clearance items (unless defective/DOA)
• Gift cards and downloadable/digital content
• Customized or special-order items (unless defective/DOA)

If a regulated/consumable item is defective or arrives damaged, contact us within the claim windows in §9.

6) Retail returns (ExoClub.com website orders)

Return Eligibility

To initiate a return, please contact our customer service team within 30 days of receiving your purchase. If more than 30 days have elapsed since delivery, we regret to inform you that we cannot offer a refund or exchange for any reason.

To be eligible for a return, the item must be:

• Unused and in the same condition as when it was received
• In its original packaging
• Accompanied by a receipt or proof of purchase

ExoClub Products Not Purchased From Our Website

We cannot accept returns on items that are not purchased directly from ExoClub.com. For products purchased from a third-party (e.g., brick and mortar store), please return products with proof of purchase directly to the third-party, which will be subject to their return policy.

Damaged or Missing Products/Orders

If you receive a damaged order, broken bottles, incorrect flavors, or any other issues, please:

1. Take a picture of the products
2. Email them to support@exoclub.com
3. Include a brief description of the problem

Our team will assist you in resolving any issues.

Refunds (Retail)

To request a refund, please contact our customer service department and discuss the issue with the product.

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

If your refund is approved, it will be processed, and a credit will be applied to your original payment method or credit card within a certain amount of time.

Late or Missing Refunds

Typically, refunds are processed within 2-5 business days. If you haven't received your refund:

1. Check your bank account
2. Contact your credit card company (there may be processing time before the refund is posted)
3. Contact your bank
4. If you still have not received your refund, contact us at support@exoclub.com

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges (Retail)

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please email us at support@exoclub.com.

Return Shipping Costs (Retail)

To initiate a return, please email us at support@exoclub.com.

Important shipping cost information:

• You will be responsible for paying your own shipping costs for returning the item
• Shipping costs are non-refundable
• If you receive a refund, the cost of return shipping will be deducted from your refund
• Delivery time for the exchanged item may vary depending on your location

7) Wholesale returns (pallets, bulk & commercial orders)

Wholesale purchases are generally final except for DOA or verified manufacturing defect. Remedies are at our discretion and may include repair, replacement, or account credit consistent with law and supplier programs.

Wholesale-specific policies:

• Restocking fees and freight charges may apply unless it's our error
• Pallet returns require inspection and grading upon receipt
• Large volume returns follow the condition grading system in §4
• See your PO/quote and our Terms §10 for specific wholesale return terms

8) Exchanges

• Defective/DOA: We’ll replace with the same item or an equivalent if discontinued.
• Wrong item sent by us: We provide a prepaid return label and reship at no cost.
• Preference change (retail): Exchange may be approved as a return + new order.

9) Refund methods & timing

• Method: Refunds go back to the original payment method; if not possible (expired card, closed account), we issue store credit.
• Processing: We aim to inspect within 2–5 business days of receipt. Your bank/issuer may take 3–10 business days to post the credit.
• Deductions (when applicable):
  • Original shipping (non-refundable once shipped)
  • Return shipping (unless our error/defect)
  • Restocking/refurbishment per §4 (for open box/used)
  • Accessorials (LTL re-delivery/storage) where returns are due to customer error

You’ll receive an email confirming approval or rejection and the refund details.

10) Damage, shortage & lost-in-transit (fast path)

If your order arrived damaged, incorrect, or missing items:

1. Email support@exoclub.com within the windows below with photos and your order number.
2. Keep packaging; carriers may request inspection.

• Visible damage/shortage: Within 48 hours of delivery
• Concealed damage: Within 5 business days
• Lost in transit (no delivery scan): After the carrier’s trace window (3–7 business days)

We will reship, refund, or file a carrier claim and credit you on recovery. See the Shipping Policy for more details.

11) Return shipping & labels

• Our fault (wrong item, confirmed defect, shipping damage): We provide a prepaid label and cover re-delivery.
• All other reasons (change of mind, ordered wrong size/flavor, late cancellation after ship): You pay return shipping and insure/track your package.
• Over $75: Use a trackable service and insurance. We are not responsible for returns lost in transit without proof of delivery.

12) Bundles, promotions & gifts

• Bundles/kits: Return the entire bundle or the unused defective component (we’ll replace that component where feasible).
• BOGO/discounts: Returning a qualifying item may reduce or remove the promotional discount; your refund reflects recalculated pricing.
• Gifts: If marked as a gift and shipped to you, we can issue store credit to you upon approved return. If not marked as a gift, refunds go to the original purchaser.

13) Subscriptions

Subscription renewals are opt-in and can be skipped/canceled up to 48 business hours before the renewal charge. Once shipped, the cycle follows this policy. If a product in your subscription arrives damaged or defective, we’ll replace or credit that shipment.

14) International orders

Unless labeled DDP, you are responsible for duties, taxes, and brokerage. If you refuse a shipment due to unpaid duties/taxes, refunds are issued less outbound and return freight and any carrier/clearance fees not caused by our error. International returns require an RMA.

15) Chargebacks & dispute cooperation

Please contact us before filing a chargeback. We resolve most issues quickly. If a bank dispute is filed, we may submit proof of delivery, photos, and order logs. If representment succeeds, you authorize re-debit per our Terms §§ 5–7.

16) How to start a return or exchange (step-by-step)

17) Policy updates

We may update this policy to reflect changes in law, carriers, or operations. We’ll highlight material changes and update the Effective Date above.

Cross-References (incorporated by reference)

• Shipping Policy: /legal-documents/shipping-policy
• Terms of Service: /legal-documents/terms-of-service
• Privacy Policy: /legal-documents/privacy-policy
• GDPR & Data Protection: /compliance/gdpr