Exchange Policy

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Patheplug believes that customer service should be honest and effortless. Exchanges are absolutely acceptable if an item arrives damaged or if a size needs to be changed. Your new item may not fit perfectly the first time, and we welcome you to exchange it for another size, style, or color run for a fee. Exchange fees are unique to each product.

 

Patheplug does not offer refunds; our policy is an Exchange Only Policy.

 

Exchange Procedure

To begin the exchange process, please email us at customer@patheplug.com with your order number and the style you intend to exchange. We will advise you on your exchange options and whether your preferred style is available.

 

Return Requirements

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• The item must remain unsoiled, unworn, and with tags intact, including packaging.
   

• Domestic exchanges must be returned within 7 business days from the date of purchase.
   

• International exchange requests must be submitted within 14 days from the original shipping date.

 

Exchange Availability

You may not be guaranteed your specified size, style, or color run. If your choice of exchange is unavailable, you will be issued store credit to use within 30 days of your original purchase.

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Patheplug is not responsible for selecting customer sizes; customers must know their own sizes for the items they wish to purchase.
 

Return Policy
 

Patheplug operates on an Exchange Only Policy. We do not accept refunds under any circumstances. To ensure customer satisfaction while protecting our business, our return policy is structured as follows:
 

1. Exchange Eligibility:
    

   • Exchanges are permitted only if the item arrives damaged or if there is a size issue.
      

   • The item must be returned in its original condition—unworn, unwashed, unsoiled, and with all original tags and packaging intact. Failure to meet these conditions will result in the denial of the exchange request.
      

2. Exchange Process:
    

   • To begin the exchange, email us at customer@patheplug.com with your order number. A Patheplug representative will guide you through the next steps and confirm availability for the exchange.
      

   • Exchanges must be initiated within:
      

     • 5 business days for domestic customers.
        

     • 14 business days for international customers.
        

3. Store Credit Policy:
    

   • If the requested item (size, color, or style) is unavailable, store credit will be issued based on the item(s) value, not the price point. This store credit is valid for 30 days and allows customers to select another item of the same style, size, or different color if available.
      

4. Defective Items:
    

   • If an item is found defective, follow the Defective Items Policy for a streamlined resolution process, including repair, replacement, or store credit options.
      

   • Normal "wear and tear" is not covered under this policy, and Patheplug holds a no-warranty policy.
      

5. Return Shipping Costs:
    

   • Customers are responsible for the shipping cost associated with returning the item for an exchange. However, if the item is verified as defective, Patheplug will cover the return shipping fees and provide a prepaid label.
      

   • If the return is not approved as defective, customers must cover the cost of reshipping the item back to them.
      

   • Customers will have a 7-day period from the date of notification to arrange and pay for the reshipping. If the reshipping payment is not made within this timeframe, the order will be automatically forfeited, and Patheplug will have the right to dispose of or resell the item as it sees fit.
      

6. International Duties & Fees:
    

   • Patheplug does not cover any duties, taxes, or customs fees for international shipments. These are the customer’s responsibility and should be considered when making a purchase.
      

7. Health and Safety Compliance:
    

   • For health and safety reasons, any item returned that is worn, marked, soiled, washed, or otherwise compromised will be rejected and sent back at the customer’s expense.
     
      

Store Credit Policy

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Patheplug offers store credit based on item(s) rather than the price point. If your requested exchange is unavailable, store credit will be provided for you to select the same style in a different size, color, or version, if available. Store credit does not apply to any other product categories and must be used within 30 days of issuance.

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• Store Credit Conditions:
   

  • The credit is issued exclusively for items similar to the original purchase (e.g., same style, different size, or color).
     

  • If the specific item you desire is unavailable, you may use the credit for an alternate item of the same style, as long as it falls within our available inventory.
     

• Expiration:
   

  • Store credit is valid for 30 days from the date it is issued. If not used within this period, the credit will expire.
     

• Exclusions:
   

  • Store credit cannot be exchanged for cash or other unrelated products outside the specified style category.
     

  • The credit is non-transferable and must be redeemed by the original purchaser.

 

Patheplug reserves the right to modify or cancel store credit policies at its discretion. Please check for updates periodically.

Defective Items Policy
 

Patheplug takes great care in inspecting all products before they are shipped to ensure the highest quality. However, in the unlikely event that an item is defective, we have established the following guidelines:
 

1. Notification Period:
   
   Customers must report any defects within 30 days of the purchase date. Claims made beyond this period will not be accepted.
    

2. Inspection Process:
    

   • Once we receive the defective item, it will undergo a thorough inspection by our quality control team. This process ensures that the defect is assessed accurately and not due to misuse, wear and tear, or damage occurring after delivery.
      

   • Patheplug reserves the right to reject defective claims if the inspection reveals that the item’s condition does not meet our criteria for a manufacturing defect (e.g., damage caused by improper use, care, or handling).
      

3. Decision and Resolution:
    

   • If the defect is verified, Patheplug will offer one of the following resolutions, based on stock availability:
      

     • Replacement: If the same item is available, we will replace the defective item at no additional cost.
        

     • Repair: If applicable, the item may be repaired and returned to the customer.
        

     • Store Credit: If the defective item cannot be replaced or repaired, store credit equivalent to the item(s) (not the price point) will be issued, allowing the customer to choose a similar style, different size, or color if available.
        

4. Return Shipping for Defective Items:
    

   • Patheplug will cover the cost of return shipping for verified defective items. We will provide a prepaid shipping label for customers to send the defective product back to us.
      

   • If the item is not deemed defective upon inspection, customers will be responsible for the return shipping fees, and the item will be shipped back at their expense.
      

5. Limitations and Exclusions:
    

   • Patheplug products are designed to withstand normal use but may experience "wear and tear" over time. We maintain a no-warranty policy. Normal wear and tear, such as fading, pilling, or minor inconsistencies in stitching, are not considered defects.
      

   • Variations in color due to screen quality or minor discrepancies in material appearance do not qualify as defects.
      

   • Please note that packages damaged during shipping are not considered defective. We recommend customers contact the shipping carrier directly for any issues related to shipping damage.
      

6. Health and Safety Compliance:
    

   • For health and safety reasons, any item returned that is worn, marked, soiled, washed, or otherwise compromised will not be accepted for inspection and will be returned to the customer at their expense.

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Cancellation Policy

 

Requesting a Cancellation

If you wish to cancel your order, you may do so within 24 hours of placing it to receive a full refund. Please note that refunds may take 5-7 business days to process.

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Important Note:

After the 24-hour window, all cancellation requests will result in forfeiting your rights to the order. Once forfeited, Patheplug reserves the right to restock, repurpose, or resell the item as deemed appropriate.

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Forfeiture of Rights

When a customer decides to cancel their order beyond the allowed period, they automatically forfeit any claims over the order. Patheplug retains full discretion to decide the next course of action for the item.

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Lost Package Policy:
 

At Patheplug, we strive to ensure all orders are delivered safely. However, in the event of a lost package, the following guidelines apply:
 

1. Tracking Information:
   
   Once an order is processed, a tracking number will be provided. It is the customer’s responsibility to track their order using this information.
    

2. Reporting a Lost Package:
   
   If you suspect your package is lost, please contact us at customer@patheplug.com within 10 business days of the expected delivery date. We will work with the shipping carrier to investigate the issue. 
    

3. Resolution Process:
    

   • If the carrier confirms the package is lost, we will offer a store credit equivalent to the item(s) or arrange for a replacement if available.
      

   • If the carrier shows the package as "Delivered" but you did not receive it, we recommend contacting the carrier directly. Patheplug is not liable for packages marked as delivered.
      

4. International Orders:
   
   For international orders, customers are responsible for understanding and adhering to their country’s import regulations. Patheplug is not responsible for packages held or lost due to customs issues.

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PAYMENT METHODS

• Credit/Debit Card

• PayPal

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CUSTOMER SERVICE

PATHEPLUG is dedicated to providing quality care to all of our customers. If you have any questions or feedback please do not hesitate to contact us at customer@patheplug.com Please allow 24-48 hours for a response.-