Refund Policy

At PTVTOURMERCH, we aim to provide a transparent and hassle-free shopping process. Please familiarize yourself with our policies regarding order cancellations, returns, exchanges, and refunds.

1. Order Cancellation

  • Orders may be canceled before shipment.

  • Cancellation requests must be sent within 12 hours of completing payment.

  • Once processing or shipping begins, cancellation is no longer possible.

  • A processing fee of 6.9% + $1 applies to canceled orders to cover administrative costs.

2. Return Policy

  • Returns are accepted within 30 days of purchase or 14 days from delivery, whichever is later.

  • Items must be in original condition and include all packaging, tags, and accessories.

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

  • To initiate a return, contact our customer service team at {{storeConfig.service_email}} prior to shipping the item back.

3. Refund Policy

  • Refunds are granted if:

    • The item is defective, damaged, or not as described.

    • The item fails to arrive within the expected delivery period.

  • Customers must provide proof, including photos or videos and the order number.

  • Refunds for personal preference are allowed, but return shipping fees apply to the customer.

  • Refunds are processed once the returned item is inspected and approved.

4. Exchange Policy

  • Undelivered items due to courier errors will be replaced free of charge.

  • Exchanges for items sent to incorrect addresses due to customer error are subject to the cost of reshipment.

5. Exceptions

Returns and refunds will not be accepted for:

  • Orders delayed or lost due to incorrect customer-provided information.

  • Items in transit or already delivered.

  • Pre-order, personalized, or custom-made items (unless defective).

  • Unauthorized returns without prior approval.

  • Packages lost or stolen after delivery.

  • Returns affected by customs regulations, natural events, or other force majeure situations.

6. Undeliverable Packages

  • If a package is returned due to failed delivery attempts, we will contact the customer using the provided email.

  • If no response is received and the package is returned or destroyed, PTVTOURMERCH is not liable for the loss.

7. International Orders

  • Customers are responsible for reviewing their country’s import duties and taxes before placing an order.

  • Returns or cancellations due to customs fees, import taxes, or international shipping issues are generally not accepted.

8. Contact Us

For questions about cancellations, returns, exchanges, or refunds, please reach out to:
service@ptvtourmerch.shop

Our team is committed to providing timely assistance and ensuring your experience with PTVTOURMERCH is smooth and satisfactory.