Returns & Exchanges

We want you to be happy with every purchase from Pemstein Tack Exchange. If you’re not satisfied, you may return or exchange eligible items within 30 days of delivery for a refund or store credit/exchange.

 Eligibility

  • Returns/exchanges accepted within 30 days of delivery.
  • Item must be unused, clean, and in original condition and packaging with all tags attached.
  • Items showing signs of wear, odor, dirt, or damage from use are not eligible.
  • Custom, made-to-order, altered, personalized items, and clearance/marked-down final-sale items are non-returnable unless defective.

Defective or Damaged Items

  • If an item arrives defective or damaged, contact us within 7 days of delivery with photos and order number. We will provide a replacement, repair, or full refund (including return shipping), depending on stock and preference.

Exchanges

  • For exchanges (size, color, or different item), follow the return process and indicate the desired replacement. Exchanges are processed as new orders once the returned item is received and inspected. If the replacement item costs more, you’ll be charged the difference; if less, you’ll receive a refund or store credit.

Refunds

  • Refunds are issued to the original payment method once the return is received and inspected. Processing typically takes 5–10 business days after we receive the return. Shipping charges are refundable only for defective/damaged items or shipping errors by Pemstein Tack Exchange.

Return Shipping

  • Customers are responsible for return shipping costs for standard returns unless otherwise noted (e.g., defective/damaged). We recommend using a trackable shipping service and purchasing insurance for high-value items — we are not responsible for lost returns.
  • If you received a prepaid return label, use it and follow the label instructions; return shipping cost will be deducted from the refund only if noted at time of return authorization.

How to Return or Exchange

  • Email pemsteintackexchange@gmail.com (or call 210-265-7830) within the specified time window with your order number, reason for return/exchange, and photos if relevant.
  • We will reply with a Return Merchant Authorization Form (RMA) number and instructions. Write the RMA number on the outside of the package and include it inside.
  • Ship returns to the address provided in the RA instructions. Returns without an RA may be delayed or refused.