Refund policy

Return & Refund Policy 

Effective Date: August 4, 2026

Website: https://thexer.store

Customer Support Email: marybbeulahaugust@gmail.com

Thank you for shopping at thexer.store. We are committed to providing a transparent, fair, and reliable shopping experience for our customers. Please read this Return and Refund Policy carefully to understand your rights, responsibilities, and the procedures for returns, exchanges, refunds, and brand/intellectual property policies.

1. Overview & Scope

This policy applies to all products purchased directly through thexer.store. By placing an order on our website, you accept and agree to the terms outlined in this policy. If you do not agree with any part of these terms, please contact our customer support team prior to placing an order.

2. 30-Day Return Window & Eligibility Requirements

We offer a 30-day return window, which means you have 30 calendar days from the date your package is marked as "Delivered" by the shipping carrier to request a return.

To be eligible for a return and refund, the item must strictly meet all of the following conditions:

  • The item must be unused, unworn, unwashed, and in the same brand-new condition as received.

  • The item must remain in its original factory packaging, complete with all original tags, labels, protective films, user manuals, accessories, and promotional inclusions.

  • Proof of purchase (such as your order confirmation email, receipt, or order number) is required for all return requests.

  • Any unauthorized returns sent to us without prior written confirmation and an official Return Merchandise Authorization (RMA) from our support team will not be accepted or processed.

3. Non-Returnable & Restricted Items

Due to health, safety, sanitary regulations, and commercial restrictions, certain types of general merchandise are non-returnable. The following items cannot be returned or refunded:

  • Personal Care & Hygiene Goods: Opened or unsealed skincare products, cosmetics, bath supplies, grooming accessories, undergarments, or intimate apparel.

  • Perishable Items: Consumable food goods, beverages, or perishable items.

  • Customized & Personalized Items: Custom-made, engraved, or personalized items.

  • Final Sale & Clearance Items: Any items marked explicitly as "Final Sale", "Clearance", or "Non-Returnable" at checkout.

  • Digital Goods & Gift Cards: Downloadable products, digital software keys, or e-gift cards.

  • Hazardous Materials: Items containing flammable liquids, compressed gases, batteries, or regulated chemical compounds.

4. How to Request a Return (Step-by-Step)

To initiate a return request, please follow these steps:

  1. Send an Email: Contact our support team at marybbeulahaugust@gmail.com within 30 days of receiving your package. Please include your Order Number, item description(s), the specific reason for the return, and clear photographs/videos if the item arrived damaged or defective.

  2. Obtain RMA & Instructions: Our customer service team will evaluate your request within 1–2 business days. If approved, we will issue a Return Merchandise Authorization (RMA) number and provide you with the proper return warehouse shipping address.

  3. Pack & Ship: Securely pack the item in its original box with all accompanying materials. Mark the RMA number clearly on the outside of the box. Ship the package using a trackable shipping provider of your choice.

  4. Provide Tracking Information: Reply to your customer support email thread with the carrier name and tracking number so we can follow the package arrival.

5. Return Shipping Costs & Restocking Fees

  • Standard Returns (Buyer's Remorse / Mind Changed): The customer is responsible for paying all return shipping fees. Initial shipping charges incurred at checkout are non-refundable. We strongly recommend using a trackable shipping service or purchasing postal insurance, as we cannot guarantee receipt of returned items lost in transit.

  • Defective, Damaged, or Incorrect Items: If you received an item that was damaged upon transit, defective, or incorrect due to our fulfillment error, thexer.store will provide a prepaid return label or cover reasonable return shipping expenses upon verification.

  • Restocking Fees: We do not charge restocking fees for eligible items returned in their original, unopened condition. However, items returned with missing parts, damaged original boxes, or minor signs of handling may be subject to a partial deduction of up to 25% from the refund total.

6. Refund Processing & Timelines

Once your returned item arrives at our inspection facility, our quality assurance team will inspect the item within 3 to 5 business days.

  • Approved Refunds: Upon passing inspection, your refund will be processed back to your original payment method (Credit Card, PayPal, Apple Pay, etc.). Refunds usually post to your account within 5 to 10 business days, depending on your card issuer or banking institution.

  • Partial Refunds: Partial refunds may be issued if an item shows obvious signs of use, missing original parts, or damage not attributable to manufacturing or shipping defects.

  • Late or Missing Refunds: If you have not received your refund after 10 business days of receiving our approval email, please check your bank account or contact your credit card issuer first. If you still have not received your refund, contact us at marybbeulahaugust@gmail.com.

7. Damaged, Defective, or Wrong Items Received

Please inspect your order immediately upon delivery. If an item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at marybbeulahaugust@gmail.com.

Please include your order number, a brief explanation, and clear photos or videos showing the outer shipping box, shipping label, and the product defect. Upon confirmation, we will arrange for a free replacement, store credit, or full refund at no extra cost to you.

8. Order Cancellations & Modifications

Orders are processed quickly to ensure rapid order delivery. If you wish to cancel or modify your order, please email us immediately at marybbeulahaugust@gmail.com with the subject line "CANCEL ORDER # [Your Order Number]".

We will do our best to accommodate your request before the order enters processing or shipment. Once an order has shipped or entered fulfillment, it cannot be canceled or modified. In such cases, you may initiate a standard return after receiving the shipment as outlined in Section 4.

9. Lost, Stolen, or Undelivered Packages

thexer.store provides tracking information for every dispatched shipment. Once packages are transferred to shipping carriers (such as USPS, UPS, FedEx, DHL), delivery timing and handling are managed by the carrier.

  • If tracking indicates that your package was "Delivered" but you cannot locate it, please check surrounding property areas, inquire with neighbors or household members, and contact your local postal delivery station first.

  • We are not liable for lost or stolen packages confirmed as delivered by the carrier, or for delivery failures resulting from incorrect shipping addresses entered by the customer during checkout.

  • If your package is lost in transit (where tracking updates have ceased for over 14 consecutive business days), please contact us at marybbeulahaugust@gmail.com so we can open an investigation with the shipping carrier.

10. Intellectual Property, Brand Disclaimer & Notice and Takedown Policy

(Important Compliance & Risk Mitigation Terms)

  • Independent Retailer Status: thexer.store is an independent retail store offering a selection of general merchandise. Unless explicitly stated otherwise, thexer.store is NOT affiliated with, authorized by, sponsored by, endorsed by, or in any way officially connected with any brand owners, manufacturers, or trademark holders whose products or product names may appear on this website.

  • Fair Use of Trademarks: All third-party brand names, trademarks, registered trademarks, logos, and product model designations referenced on this website are the property of their respective trademark owners. Any mention of third-party brand names or trademarks is strictly made for product identification, descriptive accuracy, or compatibility demonstration under legal fair use principles.

  • Notice & Takedown Procedure for IP Rights Holders: We respect the intellectual property rights of brand owners and creators. If you are a trademark or copyright holder (or an authorized agent representing one) and believe that any product, image, or listing on thexer.store inadvertently infringes upon your proprietary rights or brand policies, please contact our dedicated compliance mailbox at marybbeulahaugust@gmail.com with the subject line "IP Notice / Infringement Claim".

    • Please provide: (1) Identification of the protected trademark or copyrighted work; (2) The direct URL link(s) to the specific product listing on our site; (3) Your full contact details and proof of authorization.

    • Upon receipt of a legitimate notice, we will review the matter in good faith within 24–48 hours and promptly modify or remove the relevant product listing from our website as necessary.

11. Contact Information

If you have any questions, return inquiries, or intellectual property concerns regarding our policies, please reach out to us:

  • Website: https://thexer.store

  • Customer Support Email: marybbeulahaugust@gmail.com

  • Support Response Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)