Refund Policy

At PTVTOURMERCHUS, we prioritize a smooth and trustworthy shopping experience. Please carefully review our policies regarding cancellations, returns, exchanges, and refunds before making a purchase.

1. Order Cancellation & Modifications

  • Orders can only be canceled before they are processed for shipment.

  • Requests for cancellation or order modifications must be submitted within 12 hours of payment confirmation.

  • Once the order is in processing, packaging, or shipping stages, cancellations cannot be accepted.

  • A processing fee of 6.9% + $1 will be deducted from canceled orders to cover administrative and payment processing costs.

2. Returns

  • We provide a 30-day return window from the purchase date, or 14 days from delivery, whichever is later.

  • To qualify for return:

    • Items must be unused, in original condition, and returned with all original packaging and components.

    • Return shipping costs are the responsibility of the customer, except in cases of defective, incorrect, or damaged items.

  • To initiate a return, contact our customer service at {{storeConfig.service_email}} before sending any items.

3. Refunds

Refunds are granted under the following circumstances:

  • Items that arrive damaged, defective, or do not match the order.

  • Orders that fail to arrive within the guaranteed delivery timeframe.

  • Customers must provide sufficient evidence (e.g., photos or video of the item, order number, and customer details).

  • Refunds for buyer’s remorse are accepted, but return shipping fees are the responsibility of the customer.

  • Refunds are processed once returned items are received and pass inspection.

4. Exchanges

  • If an order is undelivered due to carrier errors, a replacement will be sent at no extra cost.

  • If incorrect shipping information is provided, the replacement cost is the customer’s responsibility.

5. Limitations

Refunds and returns are not available for:

  • Orders delayed due to incorrect shipping information or failure to respond to delivery notifications.

  • Items already in transit or shipped.

  • Pre-order or custom-made products, unless defective.

  • Unauthorized returns sent without prior approval.

  • Lost or stolen packages after confirmed delivery.

  • Returns caused by customs detention, natural disasters, or other force majeure events.

6. International Orders

  • International shipments may be subject to customs duties or import fees.

  • Customers should carefully review shipping details before placing an international order, as returns or cancellations due to customs fees are generally not accepted.

7. Contact Information

For all cancellation, return, or refund inquiries, please contact:
service@ptvtourmerch.us