PexUniverse.com Return Policy
All returns must be accompanied by an RMA#, which can be obtained by filling and submitting an Electronic Return Authorization Form.
Returns without RMA# are subject to delays, processing fees and may be rejected.
Preparing a return
Once you complete the Electronic Return Authorization Form, you will be forwarded to a confirmation page, listing the RMA# for your return. A confirmation e-mail will also be sent to the e-mail address you provided on the original order.
Be sure to print the confirmation page with your RMA# and attach it with the item(s) you are returning. You can also indicate the RMA# on the outer box. Do not write RMA# on the original manufacturer’s packaging.
Regardless of the reason for the return, please make sure to provide proper packaging and cushioning for the items being returned. We recommend that you obtain a tracking number (delivery confirmation) from the carrier to assure timely delivery, as well as insurance for fragile items.
If you ordered a wrong product and need to return it:
If you purchased a product in error, or it is no longer needed, it can be returned to PexUniverse.com within 30 days from the date of delivery – no restocking fees will apply(exceptions are listed below). For orders returned after 30 days, but not later than 60 days, a 15% restocking fee will apply.
Returned product(s) must be in original manufacturer’s packaging, unopened, unused and undamaged. Upon receipt of the package, within 3-5 business days, PexUniverse.com will refund the product(s) cost, including any taxes paid and less shipping. If order qualified for free shipping, PexUniverse will withhold the amount it paid for shipping of such product(s).
Used products or products missing any original parts/packaging/literature are non-returnable.
If you received wrong products:
PexUniverse.com will replace such products at no additional charge. After you complete the Electronic Return Form, our Customer Service Representative will contact you to arrange a return shipment and a replacement.
In order to receive the replacement at no extra cost, you must report the incorrect shipment within 14 days from the delivery date. If incorrect item(s) is reported after 14 days, PexUniverse.com will not pay for the shipping costs associated with the return & replacement.
Returned product(s) must be in original manufacturer’s packaging, unused and undamaged. Used products or products missing any original parts/packaging/literature are non-returnable.
If product you received is found to be defective:
If product is found to be defective, you must report it within 14 days from the delivery date - we will replace such products at no additional charge. For orders over 14 days, customer is responsible for any shipping costs associated with the return (see “Warranty Issues” part of this page for details). If you wish to return a defective product without getting a replacement, a 15% restocking fee will apply.
To return a defective product, simply follow the instructions in the Electronic Return Form. Note that returned defective product must contain all packaging, literature, parts and accessories that came along with it.
If the product you received was damaged in transit:
In order to comply with our carrier’s policy and offer a free of charge replacement for damaged products, they must be reported within 3 days from the delivery date. We cannot accept claims beyond 3 days due to deadline provided by carrier.
When complete, our Electronic Return Form will provide an RMA# and instructions on preparing a damaged product for return. Our Customer Service Representative will contact you shortly afterwards to arrange a replacement.
Electronic & replacement parts:
All replacement parts, electronic parts and products that contain electronic/electric parts and/or or motors, such as thermostats, controls, zone valves, replacement cartridges, pumps, power heads, water heaters, boilers, heater, etc. are subject to a 15% restocking fee, unless damaged or defective (see details above).
PexUniverse.com honors manufacturer’s warranty on all products sold on our website. Should warranty issues arise, please use our Electronic Return Form to file a warranty claim. Otherwise, please contact our Customer Service for assistance.
Special & custom orders:
Orders for custom, special or non-stocking products and are non-returnable unless found defective. If a product is found to be defective please refer to the appropriate part of this page for details. If a product is a special-order and/or non-stocking item, it will be stated in the product's description.
Our staff at PexUniverse.com is strongly committed to excellent Customer Service and will communicate with customers in the event of unforeseen circumstances. Please feel free to contact us if you experience any problems with your order or need any assistance.
Last updated: March 8, 2011