How do I return the Product and request a refund?

Step 1: Take a picture of the issues associated with the item and save it to your device.

Step 2: Submit a dispute using the same email and contact information utilized at the time of purchase by accessing our “Contact Us” form on the link below. Participating Products are subject to the terms below in Articles 1 and 2.

https://letsescapethecity.com/elements/pages/contact/

Step 3: Locate the return address on the packaging for the Product. This is the address the item will need to be shipped back to when requesting a return/refund. The return address will be specific for each individually packaged item.

Step 4: Ship the item out and KEEP THE RECEIPT. You may want the receipt later. (Reference Article 2)

Step 5: We typically respond to opened disputes within 24-72 hours. Once receiving our response, please reply with your Shipment Tracking ID and the images of the Participating Product. (Reference Article 3)

Terms and Conditions May Apply:

Article 1 With the Service, a buyer can apply for a return and refund of a Participating Product within 7 days from:

1) The date when the buyer confirms receipt of the Participating Product

2) The date when the system automatically confirms receipt of the Participating Product

After confirming that the Product has been duly delivered, the buyer is requesting a refund or replacement, he/she should open a dispute case through the “Contact Us” form on the Let’s Escape the City website if the Participating Product meets the standards of intactness as stipulated below. If the buyer returns the item without submitting a dispute, the seller will not be liable for a refund of the Participating Product.

Under either of the following circumstances, the seller will be exempted from the obligation of Services and/or provide the refund:

(1) Fraud on the part of the buyer.

(2) Wars, military actions, terrorist events, strikes, riots, theft, robbery.

(3) Confiscation by relevant government authorities.

(4) Nuclear reaction, nuclear radiation, radioactive or any other form of contamination.

(5) Natural disasters including, but are not limited to, earthquakes, lightning strikes, fires, explosions, storms, floods, typhoons.

(6) Improper conduct of the buyer in violation of the instructions.

(7) Natural consumption or wear and tear of the Product.

(8) Product recall.

(9) External causes during transportation or storage; and

(10) Defects unable to be detected with the technology in domestic market at the time of manufacture.

(11) Slight color differences. Due to certain screen parameters, items’ coloration may be slightly different in person than seen on an electronic device’s screen.

(12) The Buyer has changed their mind

Article 2 If the seller offers free shipping at the time of purchase, the buyer shall bear the cost of returning the Participating Product to the local return warehouse (“Cost of Return”) when applying for the Service. In addition to the Cost of Return, the buyer shall bear the cost of shipping the Participating Product to the return address located on the Participating Product’s delivery package.

Article 3: All refunds connected to the dispute of the Participating Product will be returned to the same payment form on file at the time of purchase. Refunds will be submitted once proof of the Participating Item has been provided to the seller, and the item has been delivered back to the return address listed on the package that was delivered to the buyer. Please allow 7-10 business days for all funds to reach your account.