PexUniverse.com Returns 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 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# 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, a 15% restocking fee will apply.
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 5 business days from the delivery date - either by phone or e-mail. We will contact you back within 1 business day with return instructions. Upon receipt of the 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 5 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 and RMA# and further return instructions. PexUniverse.com will replace such product at no additional charge and will pay for return shipping costs. 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.
If the product you received was damaged in transit:
All packages received 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. 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, such as thermostats, controls, electronic valves, 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.
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.
