Refund policy

1. Return and Exchange Period

Customers have 30 calendar days from the date of receiving their order to request a return or exchange.

After this period has expired, we will no longer be able to process return or exchange requests, except in cases required by applicable law.

2. Return and Exchange Eligibility

Return and exchange requests may be considered under the following circumstances:

  • The product has visible cosmetic damage upon delivery.

  • The item has manufacturing defects or quality issues that affect its normal functionality.

  • The product has unusual odors or significant color differences compared to the information provided in the product description.

  • The product received does not match the item ordered.

  • The customer wishes to return the product for personal reasons, provided that the item meets the applicable return conditions.

For a return or exchange to be accepted, the product must remain in good condition, without signs of improper use. It should preferably be returned in its original packaging and include all accessories originally supplied.

3. Return Procedure

To initiate a return request, customers must contact our customer service team by email or phone and provide the following information:

  • Order number.

  • Proof of payment.

  • Reason for the return.

  • Photos or videos of the product, if necessary, to help evaluate the issue.

Our team will review the request and respond through the same contact method used by the customer. If the request is approved, we will provide the appropriate return instructions and return shipping address.

Customers must ship the product according to the instructions provided. Once the item arrives at our facility, we will inspect its condition and verify the information submitted with the return request.

If the product meets the applicable requirements, we will proceed with the corresponding refund. For more details about the refund process, please refer to our Refund Policy.

4. Exchange Procedure

To request a product exchange, customers must contact our customer service team and provide the following information:

  • Order number.

  • Proof of payment.

  • Reason for the exchange.

  • Photos or videos of the product, if necessary.

After reviewing the request, if it is approved, we will provide return instructions and the appropriate return shipping address.

Customers must return the product according to the instructions provided. Once we receive the item and verify that it meets the applicable conditions, we will prepare and ship the replacement item within approximately 1–3 business days.

For information about the delivery timeframe of replacement shipments, please refer to our Shipping Policy.

5. Refund Process

Approved refunds will be issued through the same payment method used for the original purchase, including Visa or MasterCard credit or debit cards.

The estimated refund processing time is 1–3 business days. However, the actual time required for the funds to appear in the customer's account may vary depending on the processing procedures of the relevant bank or financial institution.

If the refund does not appear after the estimated processing period, customers may contact us for further assistance and verification.

6. Return Shipping Costs

When a return or exchange is due to manufacturing defects, quality issues, cosmetic damage, unusual odors, significant color discrepancies, or shipping errors, we will cover the applicable return shipping costs.

For returns or exchanges requested for personal reasons when the product has no defects, the customer will be responsible for the associated return shipping costs.

To facilitate the return process, a return shipping label is included with each package and may be used according to the instructions provided.

7. Responsibility

We are committed to providing products in satisfactory condition and in accordance with the information presented in our online store.

However, we are not responsible for damage resulting from improper use, mishandling, modifications made by the customer, or normal wear and tear occurring after delivery.

Customers are responsible for providing accurate and complete information when submitting a return or exchange request to ensure proper evaluation and processing of the case.

8. Contact Information

For any questions or concerns regarding returns, exchanges, or refunds, please contact our customer service team through the following channels:

Business Address: 829 Dawson St, Waco, TX 76704, USA

Customer Service Phone: +1 (254) 412-8279

Email: info@pexterra.com

Customer Service Hours:

Monday–Friday: 9:00 AM–12:30 PM and 2:00 PM–6:00 PM (Central Time, CT)