Refund policy

Return and Refund Policy

Thank you for shopping at Platrex. We want you to be satisfied with your purchase. Please review the following return, exchange, and refund policy.

1. Return Period

You may request a return or exchange within 30 days of receiving your order.

Return or exchange requests submitted after the 30-day period may not be accepted.

2. Eligible Items

We accept returns for:

  • Products with quality problems, damage, or functional defects;
  • Products that are no longer needed by the customer;
  • Products that are unused, uninstalled, undamaged, and in their original condition.

Returned products must include:

  • The original packaging;
  • All accessories, manuals, and included items;
  • Order information or proof of purchase;
  • The return label included in the package, if applicable.

We reserve the right to refuse a return or deduct a reasonable amount from the refund if the product shows signs of use, is missing accessories, has severely damaged packaging, or has been damaged due to improper use.

3. Non-Returnable Items

Returns may not be accepted in the following situations:

  • The return request is submitted after the 30-day return period;
  • The product has been damaged due to improper use, installation, or storage;
  • The product has been disassembled, modified, or repaired;
  • Major accessories, original packaging, or proof of purchase are missing;
  • The product is customized, OEM-produced, or specially manufactured according to the customer’s requirements;
  • The product page clearly states that the item is non-returnable.

For products with manufacturing defects, please contact us so that we can provide an appropriate solution.

4. Return Methods

We accept the following return methods:

  • Return by mail;
  • Return in person to a designated location, subject to prior agreement.

Before returning a product, please contact us and provide:

  • Your order number;
  • Product name and model;
  • Reason for the return or exchange;
  • Photos or videos of the product, especially if it is damaged or defective.

Products returned without prior authorization may experience delays in refund processing.

5. Return Shipping Costs

If a free return label is included in the package, please follow the instructions provided on the label.

We will cover the return shipping costs when:

  • The product has a quality problem;
  • You received the wrong product;
  • The product was damaged during transportation;
  • The product is significantly different from the order description.

For returns due to personal reasons, such as changing your mind, ordering the wrong model, or no longer needing the product, the customer may be responsible for return shipping costs.

6. Exchange Policy

We accept exchanges for eligible products.

Please contact us within 30 days of receiving the product. Once we receive and inspect the returned item, we will arrange the replacement.

If the requested replacement is out of stock, we may offer a refund, an alternative model, or the option to wait for restocking.

7. Refund Processing

After receiving the returned product, we will normally inspect it and process the refund within 2 business days.

Refunds will be issued to the original payment method. Your bank, credit card company, or payment provider may require an additional 3–10 business days to complete the transaction.

Express shipping fees, remote-area surcharges, customs duties, taxes, and other third-party charges may not be refundable unless the return is caused by an error on our part.

8. Restocking Fees

We do not charge a restocking fee.

However, if the returned product is missing accessories, has damaged packaging, or is no longer suitable for resale, we reserve the right to deduct a reasonable amount from the refund.

9. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible and provide clear photos or videos of the product and its outer packaging.

After confirming the issue, we may offer one of the following solutions:

  • Free replacement;
  • Product exchange;
  • Partial refund;
  • Full refund.

10. Contact Us

To request a return, exchange, or refund, please contact us through the following channels:

Website: https://platrex.com
Email: 505891593@qq.com
Return address: Please contact customer service to obtain the correct return address after your return request has been approved.

Please do not return any product without contacting us and receiving confirmation first.