Returns Policy

Refractory Trading House LLC, operating through the website https://refractorist.com/, establishes this Returns Policy to ensure transparency and fairness for both parties involved in the purchase process. By placing an order through our website, you agree to the terms outlined in this Returns Policy.

1. General Terms

1.1. This Returns Policy applies to all goods purchased on the Website, except for items explicitly marked as non-returnable under Section 6.

1.2. Returns and exchanges are accepted only for goods that meet the eligibility criteria outlined in this document.

1.3. Requests for returns or exchanges must be initiated within the specified time frames and follow the procedures detailed below.

2. Eligibility for Returns

2.1. Goods are eligible for return or exchange if:

• They are unused and in their original, undamaged packaging;
• All original accessories, manuals, and documentation are included;
• A valid proof of purchase (e.g., order confirmation or receipt) is provided.

2.2. Goods are not eligible for return if:

• They have been used, damaged, or altered after delivery;
• They are custom-made or personalized items;
• They are marked as “Final Sale” or “Non-Returnable.”

3. Timeframes for Returns and Exchanges

3.1. Returns for goods purchased through the Website must be initiated within 14 days of receiving the order.

3.2. Requests for exchanges for goods of equal or greater value must be initiated within 14 days, subject to product availability.

3.3. Claims for damaged or defective goods must be submitted within 5 days of delivery. Claims submitted after this period may not be honored.

4. Procedure for Returns

4.1. To initiate a return or exchange:

• Contact our Customer Support team at info@rth-usa.com or call +14242474890 to request a Return Merchandise Authorization (RMA) number.
• Provide your order number, product details, and reason for the return or exchange.

4.2. Once your RMA request is approved, you will receive detailed instructions, including the return shipping address.

4.3. Pack the item securely in its original packaging (or equivalent protective materials) and include the RMA number in your shipment.

4.4. Ship the item back using a trackable shipping method. The Buyer is responsible for return shipping costs unless the return is due to a defect or shipping error by the Seller.

5. Refunds

5.1. Refunds will only be processed after the returned goods are received and inspected by the Seller.

5.2. Refunds will be processed within 10 business days of receiving the returned item.

5.3. Refunds will be issued to the original payment method used during the purchase.

5.4. If the returned goods are found to violate the return conditions (e.g., damage, use), the Seller reserves the right to deduct a portion of the refund or deny the refund altogether.

5.5. The total estimated refund period, including processing time and bank transfer delays, may take approximately 24-25 calendar days from the moment the returned item is received.

6. Exceptions

6.1. Returns and exchanges are not permitted for the following categories of goods:

• Custom-made or personalized items;
• Items marked as “Final Sale”;
• Items with personalized logos, engravings, or inscriptions;
• Items that have lost their usability due to improper handling or use by the Buyer.

7. Damaged or Defective Goods

7.1. If you receive a damaged or defective item, you must contact us within 5 days of delivery.

7.2. You may be required to provide photo or video evidence of the damage or defect for verification.

7.3. If the damage or defect is confirmed, the Seller will cover the cost of return shipping and either provide a replacement or issue a full refund.

8. Additional Terms

8.1. Returns initiated after the specified time frames will not be accepted.

8.2. The Seller reserves the right to amend this Returns Policy without prior notice. The current version is always available on the Website.

Contact Information

If you have any questions or need assistance with a return, please contact us:

Company: Refractory Trading House LLC

Email:info@rth-usa.com

Phone:+14242474890

Website:https://refractorist.com