Our Satisfaction Guarantee:
We at PEXhouse.com are committed to your 100% satisfaction. If you are unhappy for whatever reason we will return unopened, unused product for up to 30 days from the original purchase date with no restocking fee. For products returned within 31 to 90 days of the purchase date a 40% restocking fee will be applied. Opened items will be inspected upon return and may be subject to up to 75% restocking fee. Items that show damage or signs of installation will not be applicable for refunds. Shipping fees are non-refundable. Some exceptions apply. Please see below for details.
A small number of items offered on our website are not eligible for a refund at any time, such as custom or special order products and radiant panel insulation. We will not accept returns, exchanges or cancellations on these items once the order has been shipped. If you require assistance with a Non-Returnable Item, please contact our customer service department right away.
If you receive a product that is defective, PEXHouse.com must be notified by telephone or email at email@example.com within 30 days of the purchase date. Return the defective product immediately in the same box it was delivered in with its original packaging following the Return Procedures outlined below. All defective materials are subject to inspection and testing prior to a refund being provided. PEXhouse.com reserves the right to refuse return of defective products if there is obvious signs of abuse or improper use of the product. If the product is deemed not to be defective, no credit will be issued and the product can be shipped back to you at no charge. If the product is defective, a full refund will be given including any paid shipping costs.
For the quickest replacement, you can place a new order for the replacement items and we will ship them out to you as soon as possible (you will be credited for the full amount of the defective product, when we receive your return and it has been tested). If you do not place a new order, we will ship your new items after we receive your return and it has been tested. The RGA form must be included in the box. There will be no restocking fee if you set up a return within the first 30 days. After 30 days, the standard restocking fee will be applied to the return.
If you are experiencing an issue with a product purchased through PEXhouse.com that is still covered by a valid manufacturer’s warranty, please contact us to help. We can provide you contact information for the manufacturer and details about the steps you can take for getting your replacement as quickly as possible.
Incorrect Items / Shipping Discrepancies (Not what you ordered)
If you receive a product that is not the product you ordered or items are missing from your order, PEXHouse.com must be notified by telephone or email at firstname.lastname@example.org within 7 days of the delivery date to arrange for a replacement. Return incorrect product immediately in the same box it was delivered in with its original packaging following the Return Procedures outlined below. For the quickest replacement, you can place a new order for the correct items and we will ship them out to you as soon as possible (you will be credited for the full amount of the incorrect product, when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. All products must be returned in new and unused condition in the original packaging. The RGA form must be included in the box. There will be no restocking fee for the first 30 days. After 30 days, a restocking fee will be applied to the return.
Damaged Freight Shipments − Please Inspect Upon Delivery
It is very important to inspect your product thoroughly before accepting and signing for your shipments. Do not sign for a delivery that appears damaged in any way as a result of the shipping process. Refuse the shipment and contact our Customer Service department immediately with a description of the damage. We can then contact the freight company to start a claim so that we can send you a new shipment right away. If you are unsure whether or not your shipment is damaged, please take the time to open and inspect the cartons, in front of the driver before signing for it. Legally, by applying your signature, you are signing a document stating that you have inspected the item and it is in good condition. We have no recourse when the item is signed for, any later claim for un-noticed (“hidden/concealed”) damage must be filed by you with the courier company.
Should you wish to cancel an already placed order, please contact customer service by phone or email as soon as possible. At PEXhouse.com, we strive to deliver your products as quickly as possible, sometimes within a few hours of placing an order. If the shipment has not left our warehouse, we will be happy to cancel the order without charge. Should the order already be out for delivery, the standard Return Procedures using an RGA will need to be followed once you have received your items.
1. To be eligible for a refund, please ensure that all items have been supplied by PEXhouse.com and must be brand new, unused, and in their original packaging.
2. Contact CS@pexhouse.com to request an RGA (Return Goods Authorization)
3. Fill out the RGA form completely.
4. Pack the item(s) securely in the original delivery packaging:
- Include all paperwork, parts, and accessories.
- Do not write on or place shipping labels directly on manufacturers packaging.
5. Send the return package to the address listed on your RGA.
6. The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status. Return shipping is your responsibility and not PEXhouse.com. However; we are able to arrange return shipping for you and it will come off of the return amount.
7. Once received, we will inspect the product and if everything meets our criteria a credit will be issued. Credits are never issued until the goods have been received and are inspected.
8. You can expect a refund in the same form of payment originally used for the purchase within 3-5 business days of our receipt of the returned items.
9. If an order was shipped with free shipping there can be a charge for the original shipping applied depending on the return.