Refund policy

RETURN AND REFUND POLICY

30-Day Returns

We accept return requests within 30 days of the date your order is delivered.

To be eligible for a return, your item must be in the same condition in which you received it. Products must be unused, complete, and free from damage, bending, markings, missing pieces, or other signs of use. You will also need your order number or other proof of purchase.

You do not need to use the original shipping box. However, the item must be securely packaged in a suitable box to prevent damage during return shipping.

Starting a Return

To request a return, contact us at rjgrove@gmail.com before shipping the item. If your return is approved, we will provide return instructions and the return address:

CompleteYourDex
1235 East Blvd.
Suite E, PMB 1218
Charlotte, NC 28209

Items returned without prior approval may not be accepted.

Return Shipping

Customers are responsible for providing their own shipping box, purchasing their own return shipping label, and paying all return shipping costs unless the item arrived damaged, defective, or incorrect.

We strongly recommend using a trackable shipping service. CompleteYourDex is not responsible for returned packages that are lost, damaged, or misdirected before they are delivered to us.

Original shipping charges are not refundable unless the return results from an error by CompleteYourDex or applicable law requires otherwise.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us as soon as possible at rjgrove@gmail.com and include your order number and photographs showing the issue.

If we confirm that the item arrived damaged, defective, or incorrect, we will work with you to provide an appropriate replacement or refund. We will also cover reasonable return shipping costs when a return is required.

Non-Returnable Items

The following items cannot be returned:

  • Custom, personalized, or special-order products

  • Gift cards

  • Items that have been used, damaged after delivery, altered, bent, marked, or returned with missing pieces

Please contact us if you have questions about whether a specific item is eligible for return.

Exchanges

We do not process direct exchanges. The fastest way to receive a different item is to return the original item and place a separate order after the return has been approved.

European Union 14-Day Cooling-Off Period

If an order is shipped into the European Union, you may have the right to cancel or return the order within 14 days of delivery without providing a reason.

Returned items must be in the same condition in which they were received and include proof of purchase. Unless otherwise required by law, customers are responsible for the cost of return postage and packaging. Custom-made or clearly personalized products may not qualify for the cooling-off period.

Nothing in this policy limits any consumer rights provided by applicable law.

Refunds

We will notify you after we receive and inspect your return. If the return is approved, the eligible refund will be issued to your original payment method within 10 business days.

Depending on your bank or credit card provider, additional processing time may be required before the refund appears in your account.

If more than 15 business days have passed since your refund was approved, please contact us at rjgrove@gmail.com.