All our pieces are made by hand to order, meaning each one is as unique as you!
We can only accept returns/exchanges on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site.
In the very unlikely case of your piece arriving broken or faulty, you have 48 hours from the day of tracked delivery to let us know via email firstname.lastname@example.org or whatsapp us at 9265883604 / 9724545069 with a video of unboxing the shipment and we will deliver a replacement free of charge. Without the video of unboxing we cannot replace or process the refund.
• X-TREX STORE® offers returns and refunds for faulty products only. X-TREX STORE® will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of X-TREX STORE®.
• Please contact us at email@example.com to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem then our ability to rectify your issue will be limited. Once we have received all of the required information we will be in touch to try to resolve the issue.
• If a return has been agreed please note that you must return the faulty product in its original condition with all of its original packaging.
• If a return has been agreed the faulty item must be returned for inspection by X-TREX STORE® within 14 days of when you received the product.
• If a replacement has been agreed X-TREX STORE® will endeavour to produce and ship the replacement product to you as soon as possible.
• If a full or partial refund has been agreed X-TREX STORE® will let you know when you can expect to receive the refund.
• If you need any more help, please don’t hesitate to contact our team via email at firstname.lastname@example.org.