Return & Refund Policy
Platform: Downxtown (operated by Alhikma Technologies)
Effective Date: June 2025
Downxtown is a brand commerce platform. We connect buyers with independent D2C brands — we do not sell products directly. Returns and refunds are managed by each brand individually.
1. Platform Role
Downxtown is a brand commerce platform that connects buyers directly with independent D2C brands. Downxtown does not sell products directly and is not a party to the transaction between buyers and brands.
All purchases made on Downxtown are fulfilled by the respective brand. Accordingly, returns, refunds, and exchange requests are governed by each brand's individual policy, not a single platform-wide policy.
2. Brand-Managed Returns
Each brand listed on Downxtown is an independent business and is solely responsible for:
- •Defining and publishing their own return and exchange policy
- •Accepting or rejecting return requests based on their stated terms
- •Processing refunds directly to the buyer
- •Coordinating return logistics and replacement shipments
Before purchasing, buyers are encouraged to review the selling brand's return policy, which is displayed on their brand profile.
3. How to Initiate a Return
If you wish to return a product, the process is entirely between you and the brand:
- 1.Navigate to the brand's profile on Downxtown
- 2.Use the Message or Contact option to reach the brand directly
- 3.Share your order details, reason for return, and any supporting media (photos/videos) if applicable
- 4.The brand will respond with their return instructions, including the return address and any conditions that apply
Downxtown does not mediate return disputes or handle return logistics.
4. Delivery & Tracking
Delivery is managed independently by each brand through their third-party logistics partner of choice. Brands provide a tracking URL from their delivery partner once an order is shipped.
For delivery issues — delays, damaged goods, or missing shipments — contact the brand directly via the messaging feature on their profile.
Downxtown does not have visibility into or control over individual shipments.
5. Platform-Level Buyer Protections
While returns are brand-managed, Downxtown maintains the following baseline protections for buyers:
Misrepresentation
If a product received is materially different from what was listed on the platform (wrong item, significantly inaccurate description), you may report this to Downxtown support at support@downxtown.com. Downxtown reserves the right to review such cases and take appropriate action against the brand, including listing suspension.
Fraudulent Brands
If a brand fails to fulfill an order entirely and is unresponsive, contact Downxtown support. We will investigate and may escalate or remove the brand from the platform.
These protections exist to maintain platform integrity — they do not constitute a direct return or refund guarantee by Downxtown.
6. For Brands — Policy Transparency Requirements
All brands listed on Downxtown are required to:
- •Clearly publish their return and exchange policy on their brand profile
- •Honor the policy they publicly state
- •Respond to buyer return requests within a reasonable timeframe
Failure to maintain transparent and fair return practices may result in brand suspension or removal from the platform. Downxtown reserves the right to enforce this in the interest of buyer trust.
7. Contact
Product-specific returns
Contact the brand directly through the app via their profile page.
This policy may be updated periodically. The latest version will always be available on the platform.