Return & Refund Policy

This Return & Refund Policy outlines the terms that govern all orders placed through BuyDirectNYC.com (“we,” “us,” or “our”), owned and operated by JETX 365 LLC (Registered in WY at 1309 Coffeen Ave Ste 1200, Sheridan, WY 82801 (Online-only. No public showroom.)). By placing an order, you acknowledge that you have read and agree to these terms. The policy is designed to clearly define responsibilities and protect both parties, particularly in the event of disputes or chargebacks.

1. Order Cancellations

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@buydirectnyc.com. Please note that returns will need to be sent to the following address: 

Buy Direct NYC
139 Davison Ave, Lynbrook NY 11563 (for return only)

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@buydirectnyc.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@buydirectnyc.com.

  • Time‑sensitive: You may request to cancel an order within 24–48 hours after purchase, provided the order has not yet been processed or shipped. To do so, you must call our customer support line (email requests alone will not be accepted).
  • Once processing or shipping has begun, cancellations are no longer guaranteed.
  • Pre‑orders and special orders may incur a 15 % cancellation fee, which covers administrative and restocking costs.

2. Return & Refund Requests

  • Return window: You have 30 calendar days from the date of delivery to request a return. After this period, returns cannot be accepted.
  • Condition: Items must be unused, in their original packaging, and include all manuals, accessories, and documentation. If an item is returned used or without its original packaging and accessories, it will not qualify for a refund.

To initiate a return, you must contact us at sales@buydirectnyc.com or call our support line to obtain a Return Authorization (RA) number. Returns without an RA number will be refused.

3. Return Shipping Responsibilities

  • Unless the return is due to our shipping error or a product defect, customers are responsible for return shipping costs.
  • We strongly recommend using a trackable shipping method and retaining proof of shipment. Items lost in transit without proof of delivery cannot be refunded.

4. Refund Processing

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 5 business days.
  • Approved refunds will be issued to the original payment method within 15 business days after approval. Shipping fees (original or return) are not refundable unless the return is the result of our error or a defective product.

5. Restocking Fees

  • Most returns are subject to a 15 % restocking fee. This fee is waived only if the return is due to our error (e.g., wrong item shipped) or a verified product defect.
  • If a returned item is missing components or shows signs of use or damage, the refund may be reduced or denied entirely.

6. Non‑Returnable Items

  • The following items cannot be returned or refunded:
  • Products that have been opened or used.
  • Gift cards or electronic vouchers.
  • Software or OEM items (unless defective and unopened).
  • Special order or pre‑order items (unless defective).

7. Exchanges

We do not offer direct exchanges. If you need a different product, please return your original purchase (if eligible) and place a new order.

8. Damaged or Defective Items

  • Immediate reporting required: If your order arrives damaged or defective, you must notify us within 7 days of delivery by emailing sales@buydirectnyc.com with photos and a description of the damage.
  • Once your claim is approved, we will either replace the item or issue a full refund at no additional cost to you.

9. Documentation for Disputes

  • All requests (cancellations, returns, or damage claims) must be documented via email or through our phone support line. We retain copies of all communications to assist in resolving any potential disputes or chargebacks.
  • To help us process any dispute or chargeback claim, please keep records of your order confirmation, RA number, and proof of return shipment.

10. Contact Information

Customer Support Phone (Toll‑Free): +1 (866) 243-3112
Customer Support Phone (Local): +1 (917) 723-3704
Email: sales@buydirectnyc.com
Mailing Address: 1309 Coffeen Ave Ste 1200, Sheridan WY 82801 (Online-only. No public showroom.)
*Online-only business. No public showroom. Returns are processed at our NY returns facility (at 139 Davison Ave, Lynbrook NY 11563, returns-only).

Support/Sales Hours

  • Daily: 8:00 AM – 12:00 AM EST

Our D-U-N-S® Number is well-recognised and regarded as a global standard of business identification. It is a unique code helping you to identify a business. 

Company: JETX 365 LLC
Street: 1309 Coffeen Ave Ste 1200 (Online-only. No public showroom.)
City: Sheridan 
Postcode: 82801
D-U-N-S® Number: 109815728

By purchasing from BuyDirectNYC.com, you agree to the terms of this Refund & Return Policy.

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