Return & Refund Policy
1. Overview
Thank you for shopping at Pexolan.
Pexolan is an online retail brand operated by Dongguan Jujiu Domestic Services Co., Ltd.
We are committed to providing customers with clear information about returns, refunds, exchanges, and order cancellations.
This Return & Refund Policy applies to purchases made through our official website at https://pexolan.com.
We accept eligible return requests within 30 calendar days after delivery, subject to the conditions outlined below.
Nothing in this policy limits or excludes mandatory consumer rights under applicable law.
2. 30-Day Return Policy
Customers may request a return of an eligible product within 30 calendar days after the date of delivery.
To request a return, please contact our customer support team at service@pexolan.com.
Your request should include:
- Your order number.
- The email address used when placing the order.
- The product you wish to return.
- The reason for the return request.
- Photographs, where relevant to the issue.
Our customer support team will review your request and provide return instructions.
Please contact us before shipping any product back.
3. Return Eligibility
For voluntary returns, products should generally meet the following requirements:
- The return request is submitted within 30 calendar days after delivery.
- The product is in a condition consistent with reasonable inspection and handling.
- The product has not been significantly used, altered, or damaged by the customer.
- Original accessories and components are included where applicable.
- Proof of purchase or an order number is provided.
Certain products may not qualify for voluntary returns where exclusions are permitted by applicable law.
These may include customized items, perishable goods, or certain sealed hygiene-sensitive products after unsealing.
These exclusions do not affect statutory rights relating to defective, damaged, or incorrectly described products.
4. How to Request a Return
Step 1: Contact Customer Support
Email service@pexolan.com within the applicable return period.
Include your order number and a brief explanation of your return request.
Step 2: Receive Return Instructions
Our customer support team will review your request and provide the appropriate return instructions.
If a physical return is required, we will provide the authorized return destination.
Step 3: Prepare the Package
Package the product securely to help prevent damage during transportation.
Include the original accessories and components where applicable.
Step 4: Ship the Return
Send the product to the authorized return destination provided by our customer support team.
We recommend using a trackable shipping service and retaining your shipping receipt.
Step 5: Return Inspection
Once the returned product is received, we may inspect the item and verify the relevant order details.
We will notify you of the outcome and any approved refund.
5. Return Shipping Costs
Return shipping costs depend on the reason for the return.
Change-of-Mind Returns
If a customer requests a voluntary return due to personal preference, an incorrect selection, or a change of mind, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.
Defective, Damaged, or Incorrect Products
If a product is defective, damaged upon delivery, or different from the item ordered, Pexolan will cover applicable return shipping costs or provide another appropriate remedy in accordance with applicable law.
Pexolan does not charge restocking fees.
Any applicable return shipping costs will be explained before the customer proceeds with the return.
6. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, incomplete, or incorrect product, please contact service@pexolan.com as soon as reasonably possible.
Please include your order number, a description of the issue, and photographs where reasonably available.
Our customer support team will review the information and provide an appropriate resolution.
Depending on the circumstances and applicable law, available solutions may include:
- A replacement product.
- A repair, where appropriate.
- A partial refund.
- A full refund.
- Another legally required remedy.
7. Refund Processing
Once a returned product has been received and reviewed, we will notify you whether your refund has been approved.
If approved, the refund will generally be initiated to your original payment method within 10 business days after approval, or sooner where required by applicable law.
Please note that your bank, credit card issuer, or payment provider may require additional time to process and display the refund.
If your approved refund has not appeared after 15 business days, please contact service@pexolan.com.
8. Partial Refunds
Partial refunds may be offered where appropriate and permitted by applicable law.
Examples include situations where a customer agrees to keep a product with a minor issue in exchange for an appropriate adjustment.
Any partial refund will be reviewed based on the circumstances of the order and applicable consumer protection laws.
The proposed amount will be communicated before an agreed partial refund is finalized.
9. Exchanges
If you would like to exchange a product, please contact service@pexolan.com.
Exchange availability depends on product stock, the condition of the item, the reason for the request, and applicable law.
If a direct exchange is unavailable, customers may be advised to return an eligible product and place a new order.
This does not restrict mandatory consumer remedies for defective or incorrectly supplied products.
10. Order Cancellations
If you need to cancel an order, please contact service@pexolan.com as soon as possible.
We will attempt to accommodate cancellation requests submitted before dispatch.
Cancellation may not be possible after an order has entered the shipping process.
If a paid order is successfully canceled, the applicable refund will be processed through the original payment method in accordance with this policy and applicable law.
If the order has already shipped, please contact us regarding the availa