Refund policy
# Return and Refund Policy
**Effective Date:** May 12, 2026
**Business Address:** 3300 NW 29th St., Miami, FL 33142
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## Overview
We want you to be completely satisfied with your purchase. Please read this policy carefully before placing an order. By purchasing from our store, you agree to the terms below.
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## 1. Return Eligibility
We accept returns on most physical items under the following conditions:
- The return request is initiated within **30 days** of the delivery date.
- The item is **unused, unworn, and in its original condition**.
- The item is in its **original packaging** with all tags, labels, and accessories included.
- Proof of purchase (order confirmation or receipt) is provided.
### Non-Returnable Items
The following items are **not eligible for return or refund**:
- Items marked as **Final Sale** or **Non-Returnable** at the time of purchase
- Items that have been used, damaged, or altered after delivery
- Items returned without prior authorization
- Perishable goods
- Hazardous materials or flammable items
- Items that pose a health or safety risk if returned (e.g., opened personal care products)
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## 2. How to Initiate a Return
To initiate a return, please contact us **before** sending any items back:
1. Email us at **sales@pentx.com** with your order number and reason for return.
2. Our team will respond within **3–5 business days** with instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
3. Returns sent without prior authorization may be refused or subject to a restocking fee.
4. Ship the item to the address provided in our return instructions. **We strongly recommend using a trackable shipping method.** We are not responsible for items lost in transit.
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## 3. Return Shipping Costs
- **Defective or incorrect items:** We will cover the cost of return shipping.
- **Change of mind / buyer's remorse:** The customer is responsible for return shipping costs.
- Original shipping charges are **non-refundable** unless the return is due to our error.
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## 4. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- **Approved refunds** will be processed to your original payment method within **7–10 business days**.
- Depending on your bank or card issuer, additional processing time may apply.
- We reserve the right to assess a **restocking fee of up to 15%** for items not returned in original condition.
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## 5. Exchanges
We do not offer direct exchanges. If you need a different size, color, or item, please return the original item (if eligible) and place a new order.
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## 6. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect:
- Contact us within **7 days** of delivery at **sales@pentx.com**.
- Include your order number, a description of the issue, and clear photos of the item and packaging.
- We will offer a replacement, store credit, or full refund at our discretion.
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## 7. Late or Missing Refunds
If you have not received your refund within 10 business days of approval:
1. Check your bank account again.
2. Contact your credit card company — it may take additional time to post.
3. If you have done both and still have not received your refund, contact us at **sales@pentx.com**.
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## 8. Consumer Rights
Nothing in this policy limits your rights under applicable federal or state consumer protection laws.
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## Contact Us
For return and refund inquiries, please contact:
**PentX, Inc.**
3300 NW 29th St., Miami, FL 33142
Email: sales@pentx.com
Phone: 305-515-2563
Hours: Please refer to our website for current business hours