Return policy
1. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Requested within 30 days of the delivery date (confirmed via tracking information).
- Unused, undamaged, and in its original packaging (including tags, manuals, or accessories that came with the product).
- Not a custom or personalized item (unless the item is defective or was shipped in error).
- Ceramic cups must be free of cracks, chips, or signs of wear; insulated cups must retain their original insulation functionality.
2. How to Initiate a Return
Follow these steps to start a return:
- Send an email to support@pcpreferential.com with the subject line “Return Request – [Your Order Number]”.
- Include the following details in your email: order number, product name/sku, reason for return, and clear photos of the item (and packaging, if damaged).
- Wait for our team to review your request (we typically respond within 1–2 business days). If approved, we will send you a return authorization (RA) number and detailed shipping instructions.
- Do not ship items without an RA number—unauthorized returns may be delayed or rejected.
3. Return Shipping Instructions
- You are responsible for covering return shipping costs, unless the item is defective, damaged, or we shipped the wrong product (in which case we will reimburse your standard shipping fees).
- Ship the eligible item (with the RA number clearly marked on the package) to our return address:
pcpreferential Returns
261 Governors Avenue
Medford, MA 02155
US
- We recommend using a trackable shipping method (e.g., USPS with tracking) and keeping a copy of the shipping receipt—we are not liable for lost or missing return packages.
4. Refund & Replacement Process
- Refunds: Once we receive and inspect your returned item (usually within 3–5 business days of delivery to our address), we will process your refund to the original payment method. Refunds typically take 5–7 business days to appear in your account (depending on your bank or payment provider).
- Replacements: If you request a replacement (e.g., for a defective item), we will ship the new product once the returned item is verified as eligible. Replacement shipping is free for qualifying cases.
- Partial refunds may be issued if the item is returned with missing parts or minor damage (not caused by our error).
5. Non-Returnable Items
The following items cannot be returned or refunded:
- Items returned after the 30-day window.
- Used, damaged, or improperly packaged items.
- Custom/personalized items (unless defective).
- Items that were not purchased directly from pcpreferential’s online store.
6. Contact Us
For questions about returns, refund status, or RA numbers, email us at support@pcpreferential.com or reference our return address above for shipping inquiries.