Refund Policy

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To initiate a return, please contact us through our contact us page with your order number and details of the item(s) you wish to return. You have 90 days from the date of receiving your order to request a return. Please be aware that the fees associated with returning your goods will be your responsibility, to ensure your return arrives safely, we highly recommend using a trackable shipping service. We will not accept returns for products that have been damaged by the customer or are not in their original condition.

Return Eligibility

  • Items must be unused, in their original condition, and in original packaging.
  • Returns sent without prior approval will not be accepted.
  • Sale items and gift cards cannot be returned.
  • Shipping cost and shipping protection are not refundable.

Processing & Refunds

Once your return is approved by our Customer Service Team, we will provide a return shipping label and instructions, or you can use your own return shipping label; in this case, customers must provide trackable shipping information to avoid issues with missing packages.
We strive to process all returns as quickly as possible, but please allow up to 14 days for your request to be processed. Once your return has been received and processed, we will issue a refund to your original method of payment.
If you have not received your refund within 7 days of our receipt of your return, please contact us through our contact us page. We will resolve any issues as quickly as possible.

 

Damaged or Incorrect Items

Please inspect your order upon arrival. If it is defective, damaged, or incorrect, contact us immediately so we can resolve the issue and send a replacement if necessary. You won’t need to return the item—we’ll send you a replacement to make it right.

 

Exchanges

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To exchange an item, return your original purchase first. Once your return is approved, you can place a new order for the desired item.


Order Cancellation

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You may cancel your order within 12 hours of purchase. Please contact us within this timeframe, as orders are promptly sent to our fulfillment and logistics team for processing the next morning, and we do not accept cancellations made outside of the 12-hour window.

If you need to correct an error in your order or shipping details, please contact us as soon as possible before the item ships. We would be pleased to assist you.

 

Product Never Arrived

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Our estimated shipping time is 5-8 business days (excluding processing time of 1-3 business days). If your order has not arrived within this timeframe, please allow an additional 5 business days before contacting us, as delays beyond our control may occur. If your order has not arrived within 15 business days, we will send a replacement immediately.


Need Assistance?


Please contact our Customer service at service@playtrixlab.com to get the return address.