Returns and Refunds Policy
This Returns and Refunds Policy applies to retail orders placed through theraxmate.com.
Return requests
To request a return, contact us at ama@theraxmate.com with your order number and reason for return.
Do not send any product back before receiving return authorization from us. The return address may vary by product and warehouse, and will be provided after the return request is reviewed.
Return eligibility
Eligible return items should be:
- Requested within 30 days of delivery
- Unused and in resellable condition
- Returned with original packaging, manuals, parts, and accessories
- Clean, dry, and free from fuel, food residue, or unsafe materials
For gas or propane-related products, do not ship fuel canisters, propane tanks, or any fuel source back with the product.
Non-returnable or limited-return items
Some items may not be eligible for return, including:
- Used products
- Products damaged by misuse, improper setup, improper fuel connection, modification, neglect, or outdoor exposure after delivery
- Missing parts caused after delivery
- Custom, logo, bulk, dealer, or special-order purchases unless confirmed separately in writing
- Gift cards or final-sale items, if offered
Return shipping
Unless the return is caused by our error, a defective item, or shipping damage confirmed by our team, customers may be responsible for return shipping costs.
Damaged, defective, or wrong items
Please inspect your order when it arrives. If the item is damaged, defective, missing parts, or not the item you ordered, contact us as soon as possible with photos and your order number so we can review the issue.
Refunds
After an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Payment providers may require additional time to post the refund.
Original shipping charges may not be refundable unless required by law or unless the return is due to our error.