Return policy

Thank you for choosing PassioRex.

If you find yourself not completely satisfied with your purchase, we welcome you to review our policies regarding refunds and returns.

The terms outlined below are applicable to any product purchased from us.
 
Returns & Refunds

All items you wish to return and receive a refund for must be contacted directly via email.

Email: [email protected]

Any unsolicited or unauthorized returns will be returned.

We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, fully insured for the full value of goods, ensuring the correct postage amount is paid. You have a duty to take reasonable care of any goods whilst they are in your possession.

Once we have received the returned item, we will fully test it to verify the fault. Please allow up to 5 business days for it to be checked and the replacement dispatched, or credit issued.

Eligibility for Returns and Exchanges:

To initiate a return or exchange, kindly make your request within 30 days of receiving the product.

Due to the privacy of our products, for health and safety reasons, all opened products will not be accepted for return. Products must be in their original packaging to be eligible for return. The following exceptions apply:
Defective or Damaged Good:In the unlikely event that any product is defective you must inform our Customer Service team within 24 hours of receipt of the goods. Any claims made after this time period may not be accepted. Please do not dispose of any goods prior to reporting the issue, as we may require batch numbers, photographic evidence and/or request that the item is returned to us.

On receipt of defective goods, we will test and inspect the product. If the item is found to be defective we will offer you a refund or replacement within 30 days. All refunds will be processed using the same payment method used when placing the order. If the product is no longer available we will issue a refund including your postage fees, or an exchange for an alternative product of your choosing.

If the goods are deemed not to be defective or damage is caused by misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us.

We may ask you further questions either prior to or during the returns process, or give recommendations on product usage to reduce any unnecessary returns. Please assist our Customer Service team by providing as much information as possible regarding any reported defect.

Procedure for Returns and Exchanges:

Reach out to our customer support team, providing your order details and the reason for return or exchange.

Upon receipt of your request, we will furnish you with a return/exchange label and the relevant address for sending back the item. Following the inspection of the returned item, we will promptly notify you of the approval or rejection of your return/exchange request via email within 1-2 business days.

Refund Processing Time:

Once we receive and inspect the return, you'll receive your refund within 7 business days.

If you have not received your refund after 7 business days, please contact us: [email protected]