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General terms & conditions
Our Return Policy
Satisfaction Guarantee (Returns/Exchanges)
If you are not satisfied with your purchase, simply return it in the complete and original packaging (together with all accessories and manuals) along with any free gifts associated with the returned merchandise in sellable condition and your original sales receipt within 15 days of the date of purchase. We will gladly replace or repair the item, or refund your money. A 15% restocking charge may be applicable on certain items. This fee may be increased on items that are either damaged or used. Incomplete displays and partial kits are subject to restocking fees. Credit issued only for returned merchandise. Special order items that are defective may be exchanged for identical items only with manufacturer's discretion. You are responsible for the cost of shipping returned goods. If it was our error, we will reimburse you the cost of the shipping via FedEx or UPS ground service.
All returns/exchanges must have filled out an RMA request form, prior to shipping item back to be eligible to receive a refund.
Non-Returnable Policy: All sales on open or used products are final. These items are not returnable due to sanitization and hygienic purposes. Special orders are not returnable.
- Please allow up to 14 days for your return to arrive at our Returns Warehouse. Delivery times vary based on shipper selected. Your return will be processed within 5-7 business days (excluding Saturdays, Sundays, and holidays) after receipt of the item.
- Depending on the applicable policies above, you can request either a credit or a replacement when you return your product. If you request a credit, your original method of payment will be credited as soon as possible after your return is processed and approved. If you request a replacement product, your replacement order will be sent to fulfillment once your return is processed and approved. How quickly your replacement product ships after that depends on product availability.
- We do not ship your replacement order before we receive your return (cross-ship). If you need a replacement sooner than the timeline outlined above, please place a new order on the website, independent of the returns process.
We can process returns and refunds only for items directly purchased from and fulfilled by mypewex.com. We'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.
You can also view completed returns and refunds at the bottom of an order's summary page in Your Account. If the return and refund do not appear in Your Account after 4 weeks from the day you sent us your return, please contact us for further assistance.
Problem with an Order?
If something is wrong with an order that is being fulfilled by mypewex.com, we certainly want to help you. Please read the information below for more on how to proceed.
Did you receive a damaged or defective item? If the item has a damaged or defective part, contact us within 7 days of receiving the item. Please fill out the RMA form here.
Did you receive the wrong item or an item you didn't order? If the item mypewex.com has sent is the wrong item then contact us within 7 days of receiving the item. Please fill out the RMA form here.
Not what you were expecting, ordered the wrong item? If you are not satisfied with the item that you have received please contact us within 7 days of receiving the item. Return shipping costs cannot be refunded. There is a 15% restocking fee for returns of this type. Please fill out the RMA form here.
Wondering where your order is? If you have not yet received your order at all and think that you should have by now, visit the relevant order summary in (Your Account). Here you will find updated availability information, estimated delivery dates, and even shipment tracking numbers when the carrier has made them available.
Are you missing an item? Claims for missing items must be received within 7 days from receipt of order. Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock at different fulfillment centers, we may have split your order into multiple shipments, which we would indicate on the packing slip. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized.
Wrong item? If you have received your order and an item is wrong, please notify us by (RMA request) immediately. Advise us exactly what the wrong item is by model number, size, and color. Place the wrong item back into the carton so it is the same as when you received it and await our instructions.
For all wrong item reports be sure to include your order number, name, address, and phone number in your email. We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.
Information We Gather or Track
Information on general usage and any optional personal details you provide to us will be used to provide you with enhanced features. The following are details of the information we collect:
• Mypewex.com collects data so that we may display personalized content to our visitors. Additionally, usage information may be analyzed so that we can judge our system's performance or execute your customized features.
• We may collect information from customers and visitors to our Web site. This information allows us to process orders from customers by collecting their First Name, Last Name, and email, Password, Credit Card Number, Expiration Date, Billing Address and Shipping Address. Other information such as Date, Time and IP address is also collected.
• Your browser offers so-called "cookies" which -- if you allow their use -- store small amounts of data on your computer about your visit to any of our sites. Cookies assist us in tracking which of our features you like best. Cookies can enable us to customize our content according to your preferences. However, cookies tell us nothing about you personally unless you specifically give us the requested additional information.
What We Do with Collected Information
• Your email address is never rented, traded or sold. Your email address is not made available to anyone else. Your complete confidentiality is guaranteed 100%.
• Mypewex.com may send a newsletter to our Users. If you would like to stop receiving the newsletters you may unsubscribe by removing your account.
Who Can Use Collected Information and How
• As mentioned in our "What We Do with Collected Information" section, we do not provide your email to anyone other than mypewex.com.
• Please be aware that if you voluntarily disclose information online, personal or otherwise, that information can be collected and used by others. Mypewex.com will have no control over this.
Our Disclosure of Your Information
• Mypewex.com does not sell or commercially make available specific information about its Users or Users other than in aggregate form, except in cooperation with law enforcement bodies in regards to content violations or violations of applicable laws
Our Security Measures
• Mypewex.com uses Secure Socket Layer (SSL) to encrypt payment information and User data against unauthorized access. However, we cannot be responsible for how third parties, whose links appear on our site, use your information. You should know that no data transmission is one hundred percent guaranteed against eavesdropping. Because your site is ultimately protected by you and your password, much of your information security is up to you.
• Mypewex.com has implemented additional precautions to ensure the privacy of your personal information. We have a strict firewall in place which does not allow any outside access. Access in the company is limited to only individuals who need to be able to see customer data in order to perform their job functions, such as the billing department. Important personal data is backed up on the network to help insure its integrity.
• You may choose not to receive special offers and discounts simply by not registering for any special deals and offers when you sign up. If you signed up for special offers and now wish to unsubscribe, you may do so at any time by replying to the unsubscribe link contained in those mailings.