Refund policy

Returns & Refunds Policy

Last updated: January 4, 2026

At 2BestFriends, we strive to provide a curated shopping experience. Because we ship products directly from international fulfillment centers to maintain our competitive pricing, we adhere to the following strict policy guidelines.

1. Damaged or Incorrect Products

For any claims regarding damaged or incorrect items, you must contact support@2bestfriends.com within 7 days of delivery.

Required Evidence: You must provide clear photos or videos of the damaged item AND a photo of the shipping label on the original packaging to prove the claim.

Severe Damage: We offer a full refund or replacement for badly damaged items.

Minor Defects: We offer a partial refund or replacement for minor defects (e.g., loose threads, small scratches) that do not affect the product's function.

Incorrect Items: A full refund or replacement is provided for products that do not match the item ordered.

2. Delayed or Lost Orders

An order is eligible for a refund or resend if it lacks tracking information or remains in transit beyond the following periods from the date it departed our warehouse:

USA Orders: 45 days.

Brazil Orders: 110 days.

All other International Orders: 60 days.

3. Orders Not Received

Delivered Status: We will not issue a refund or resend if tracking information shows the order as "Delivered".

Non-Delivery Certification: If you claim non-receipt despite a "Delivered" status, you must provide an official non-delivery certification issued by your local post office with an official seal.

Unclaimed Packages: No refunds will be issued for packages that are returned or destroyed because they were unclaimed, refused by the recipient, or had an incorrect address provided at checkout.

4. Order Cancellations

Before Processing: Orders can be canceled for a full refund only if they have not yet been processed by our fulfillment centers.

After Processing: Once an order enters the "processing" or "shipped" stage, it cannot be canceled as it is already being handled by our logistics partners.

Special Items: Custom products (Print-on-Demand), preorder inventory, and photo/video services cannot be canceled once payment is confirmed.

5. Returns

International Logistics: We generally do not suggest returning products physically because international shipping costs are often higher than the product value and transit times can exceed 3 months.

Approval Required: Any return must be approved by our team and initiated within 20 days of receipt.

Unauthorized Returns: Items sent back without prior approval will not be processed.

6. Unacceptable Disputes

We cannot accept disputes or refund requests for the following reasons:

The buyer changed their mind or "does not like" the item.

The buyer ordered the wrong item, size, or color.

The product has an unusual smell.

Shipping delays caused by "Force Majeure" events (e.g., natural disasters, strikes, or customs inspections).

7. How to File a Claim

All claims must be submitted to support@2bestfriends.com within 7 days of delivery. You must include:

1. Your Order Number.
2. Clear photos or videos of the product damage.
3. A photo of the shipping label on the package.

Physical returns are generally not required. If a return is requested by our team, we will provide specific instructions. Unauthorized returns will not be accepted.