Overview Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be in new, resellable condition and in the original packaging.
Please note: All general returns are subject to a 20% restocking fee.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Sale items (Only regular-priced items may be refunded)
Instructions for Returns To complete your return, please follow these steps:
- Ensure your item meets the eligibility requirements listed above.
- Email us at contact@thecountsconnection.com with your receipt or proof of purchase to initiate the return.
- Once confirmed, please mail your product to: PO Box 23, Worthington, PA 16262.
- Please do not send your purchase back to the manufacturer.
Refunds and Expected Processing Times Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund (minus the 20% restocking fee for general returns) will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 7 business days.
Late or Missing Refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@thecountsconnection.com.
Exchanges & Warranty Returns We only replace items if they are defective, damaged, or fall under a valid warranty claim. If you need to exchange it, send us an email at contact@thecountsconnection.com and send your item to: PO Box 23, Worthington, PA 16262.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
Shipping Returns To return your product, you should mail your product to: PO Box 23, Worthington, PA 16262.
- General Returns: You will be responsible for paying for your own shipping costs for returning your item.
- Warranty Returns: For items returned under a warranty claim, the customer is initially responsible for paying the return shipping costs. Once the returned item is received, inspected, and the warranty claim is determined to be valid, we will reimburse the return shipping costs. If a refund is issued, the shipping reimbursement will be included directly with your refund. If an exchange is issued instead of a refund, the shipping reimbursement will be issued to you via a check in the mail.
- Shipping cost disclaimer: When calculating refunds, the cost of shipping will be deducted from the refund amount. While we offer free shipping on most items (unless advertised otherwise), shipping costs are factored into our list prices, along with other operational expenses. Just as vendors who charge separately for shipping do not refund shipping costs when processing returns, we apply the same principle. However, since we advertise an all-inclusive list price, we must deduct our shipping costs when issuing a refund. This shipping deduction will be applied before any restocking fee is calculated, if applicable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.