PexUniverse.com Return Policy
If you ordered a wrong product and need to return it:
If you purchased a product in error, or it's no longer needed, it can be returned to PexUniverse.com within 30 days from the date of delivery (exceptions are listed below) for a full refund less shipping costs. You must notify us by e-mail or by phone about the return within 5 business days from the date of delivery.
Our Customer Service representative will contact you back with an RMA# (Return Merchandise Authorization Number) and further instructions. The return product(s) must be in original manufacturer’s package, unopened, unused and undamaged. Upon receipt of the package, within 2-4 days, PexUniverse.com will credit back the product(s) cost to the source used for payment (PayPal or Credit Card) less the shipping costs. No restocking charges will apply.
Make sure to obtain a tracking number (delivery confirmation) from the carrier to assure timely delivery. We recommend that you obtain insurance for fragile items when shipping them back to us.
It is the duty of the Customer to pay any shipping costs associated with a return. Note that the product(s) must be sent back to us within 30 days from the date of the delivery in order to qualify for a return credit. If the product(s) is returned after 30 days from the date of the delivery, or the product(s) is returned opened, a 15% restocking fee will apply. Used products or products that are missing any original parts will not be accepted.
If you received wrong products:
It is a rare case when we ship incorrect parts, as all of the orders are checked twice prior to shipment. If you received a wrong product, you must notify PexUniverse.com within 2 business days from the delivery date - either by phone or e-mail. We will contact you back shortly with RMA# and return instructions. Upon receipt of the return package, we will send out the correct part within 1-2 business days and will refund the return shipping costs. If incorrect item is reported after 2 business days, a 15% restocking fee will apply and PexUniverse.com will not pay for shipping costs associated with a return.
If the product you received is found to be defective:
If a product received is found to be defective, you must contact us within 14 days from the date of the delivery - either by phone or e-mail. We will provide a RMA# and further return instructions. PexUniverse.com will replace such product at no additional charge and will pay for return shipping costs. Exceptions are listed below. Upon receipt of the package, within 1 business day, we will send out a replacement. The returned defective product must contain all packaging, documentation, parts and accessories that came along with it.
If you wish to return the defective product without having it exchanged for a new one, a 15% restocking fee will apply and PexUniverse will not pay for return shipping costs. If the defective product is reported after 14 days, please refer to "Warranty Issues" part of this page.
If the product you received was damaged in transit:
Packages that require Direct Signature of the recipient must be inspected upon delivery and prior to signing for the delivery. If product(s) has arrived damaged, you must refuse delivery and indicate the reason as "Damaged Upon Arrival". Such shipments are common only for fragile items such as tankless water heaters. PexUniverse will replace such orders at no additional charge and will handle the all claims with the carrier only if the above instructions are followed precisely.
All other packages must be inspected within 4 days from the delivery. If a product received is found to be damaged, you must contact us immediately by phone or e-mail. We will provide and RMA# and further return instructions. PexUniverse.com will replace such product at no additional charge and will pay for return shiping costs both ways. Upon receipt of the package, within 1 business day, we will send out a replacement. The returned damaged product must contain all packaging, documentation, parts and accessories that came along with it.
Electronic parts:
Electronic Parts and products that contain electronic parts and/or or motors, such as thermostats, controls, electronic valves, pumps, heaters, etc. are non-returnable unless found defective. Please select a proper product before placing your order. If a product is found to be defective, see the appropriate part of this page for return instructions.
Replacement parts:
Circulator pump replacement cartridges and zone valve power heads are non-returnable. For any warranty issues, contact manufacturer for a replacement.
Warranty issues:
If warranty issues occur, contact manufacturer first, and obtain instructions for replacement. If needed, PexUniverse.com will assist you with procedures associated with exchanging a defective product.
Special & custom orders:
Orders for custom, special or non-stocking parts 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 non-stocking item, it will be stated in the product's description.
Unforeseen circumstances:
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: May 28, 2010
