ExcaliburFilms.com is very proud of our service commitment to our customers. We make every effort to maintain the highest quality in our standards and service. We realize how difficult it is to order merchandise online, especially for first time buyers. That's why we offer our customers a 100% guaranteed satisfaction policy for all movie items. If you're not completely satisfied with your purchase, you are subject to the following terms and conditions.
EXCALIBUR FILMS' RETURN POLICY
- We must be notified of the return within 7 days of your receipt of the product.
- If the return was due to an error of ours (For example, we accidentally sent the wrong merchandise.), we will accept responsibility for all normal standard shipping costs related to the return. When shipping back the incorrect item to us, please use USPS First Class Mail or Priority Mail. Your credit card will be refunded for the shipping, or store credit can be issued to you. A replacement will then be processed for the correct item.
- If the return is not due to an error of ours, such as you ordered it and decided later on that you don't want it, the buyer accepts full responsibility for all shipping costs plus a 15% re-stocking fee will be deducted from your merchandise refund. The product must still be in factory sealed condition. If the adult DVD, Blu-ray, HD-DVD, or FleshDrive factory seal is broken or has been opened for any reason, we will not be able to accept it back. We cannot refund the merchandise and we will not be able to reimburse you for shipping.
- Packages returned to us marked "Refused", "Undeliverable", or otherwise, are subject to up to a 15% re-stocking fee (This is solely to recoup our losses from charges that we incur when this happens). If the package is lost or misdirected due to an incorrectly inputted address, Excalibur Films is not responsible for a customer's error. Please make sure that you have typed in your correct and full address.
Please pack all returns carefully, as we cannot be responsible for any returns damaged in transit back to Excalibur. Please include your order number with any return.
If you are returning Sex Toys, please click here for our Sex Toys Return Policy.
Returns may be shipped to:
Excalibur Films
578 Explorer St.
Brea, CA 92821
EXCALIBUR FILMS' CANCELLATION POLICY
Canceling DVDs, Blu-rays, HD-DVDs, and Flesh Drives
All orders are automatically processed on our secure servers and items are immediately placed on order with our vendors within one working day after we have received your order, if the items are not readily available in stock.
Items currently in stock will be shipped to you as soon as possible, depending on your shipping instructions for us to either HOLD TO COMPLETE (ie. Hold all items and ship them together.) or to SHIP AS SOON AS POSSIBLE (ie. Ship all items as they become available.).
During this ordering and fulfillment process, we incur irreversible fees between merchant processing and vendors on any canceled item. Therefore, while we understand that orders might need to be changed at times, we are unable to do it free of charge after a certain point.
We strictly adhere to the following cancellation policy for: DVDs, Blu-rays, HD-DVDs, and Flesh Drives
If you cancel your order BEFORE it has shipped out, you will be assessed a 10% cancellation fee before credit is issued.
If an item has been committed for shipment and is therefore no longer available to other customers because it has been reserved for your order, it cannot be canceled for any reason. At the time that we receive your cancellation request for your order, we will then cancel any backordered items and ship ahead titles that have already been committed to you.
Orders which are REFUSED AT DELIVERY, such as you ordered it and decided later on that you don't want it, will be assessed all of the applicable fees listed above - including 15% re-stocking, 10% cancellation and other applicable fees such as return shipping charges.
Due to fulfillment issues such as production schedules, release dates being changed by studios, or for any other reason that would cause items to be placed on backorder for more than two weeks following your original order date, you may cancel extended backorder titles without being subject to any cancellation fees.
Canceling Sex Toys, Novelty Items, Lingerie, and Sex Furniture
All orders are automatically processed on our secure servers and items are immediately placed on order with our vendors within one working day after we have received your order, if the items are not readily available in stock.
Items currently in stock will be shipped to you as soon as possible, depending on your shipping instructions for us to either HOLD TO COMPLETE (ie. Hold all items and ship them together.) or to SHIP AS SOON AS POSSIBLE (ie. Ship all items as they become available.).
During this ordering and fulfillment process, we incur irreversible fees between merchant processing and vendors on any canceled item. Therefore, while we understand that orders might need to be changed at times, we are unable to do it free of charge after a certain point.
We strictly adhere to the following cancellation policy for: Sex Toys, Novelty Items, Lingerie, and Sex Furniture
If you cancel your order BEFORE it has shipped out, you will be assessed a 15% cancellation fee before credit is issued. (This is solely to recoup our losses that we incur when this happens since we are unable to return these items to our vendors.)
If an item has been committed for shipment and is therefore no longer available to other customers because it has been reserved for your order, it cannot be canceled for any reason. At the time that we receive your cancellation request for your order, we will then cancel any backordered items and ship ahead items that have already been committed to you.
Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including 15% re-stocking, 15% cancellation and other applicable fees such as return shipping charges.
Due to fulfillment issues such as production schedules, release dates being changed by studios, or for any other reason that would cause items to be placed on backorder for more than two weeks following your original order date, you may cancel extended backorder items without your being subject to any cancellation fees.
REFUND REQUESTS
All Refunds are generally issued within 7-10 business days after a request has been received. During peak holiday seasons, please allow up to two weeks for a refund credit to be issued.
For merchandise returns, refunds will not be issued until all merchandise has been received by us.
To cancel you order, please contact our customer service department at:
CustomerService@ExcaliburFilms.com or by calling (714)773-5855.
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