Refund policy

Every order placed with Paxton Ridge should leave you satisfied with what arrives at your door. When a purchase misses the mark, the guidelines below explain how we handle returns, refunds, and exchanges so you know exactly what to expect.

1. Contact Information

Store Name: Paxton Ridge
Company Name: Ten Thirteen LLC
Business Address: 629 Maple Valley Dr, Unit #1275, Farmington, MO 63640, US
Phone: (314) 399-8271
Email: support@paxtonridge.com

Monday to Friday | 09:00 – 17:00 (CST)
We aim to respond to your inquiries within 24 hours.

2. Order Fulfillment & Return Location

Although Paxton Ridge is registered in Missouri, our inventory is stored and dispatched through a network of fulfillment partners. As a result, the warehouse that ships your parcel is not always located in the same state as our business address, and any authorized return may need to be routed to a designated processing facility rather than to our headquarters. The exact return destination will be provided once your request has been reviewed and approved. Please refrain from mailing merchandise back to our office address unless a member of our team has instructed you to do so, since packages sent to the wrong location cannot be tracked or credited.

3. 30-Day Return Period

Return requests must be submitted within 30 calendar days from the date your order was delivered. To qualify, the product needs to be in unused condition with no signs of wear, still sealed in its original packaging, and paired with documentation that confirms the purchase, such as an order confirmation email or receipt. Any request that reaches us after the 30-day window has closed cannot be guaranteed a refund, and items returned in a condition that differs from how they were shipped may be denied.

4. How to Start a Return

To begin, send an email to support@paxtonridge.com that includes your order number and a short explanation of why you'd like to return the item. Photos are helpful when the reason relates to a defect or shipping damage. A member of our team will look over the details and reply within 1-2 business days. If the return is approved, we'll issue a Return Authorization along with the address and instructions needed to send the parcel back. Shipments must be dropped off with a carrier no later than 7 days after approval is granted. Any package returned without prior authorization may be refused on delivery.

5. Return Shipping Costs

When an order arrives damaged, defective, or containing an item different from what you selected at checkout, get in touch with us within 48 hours of receiving the parcel and include clear photographs of the problem. After we review the situation, we will cover the cost of a replacement or issue a full refund at no charge to you. For returns triggered by a change of mind, ordering the wrong size or color, or any other buyer initiated reason, the return shipping fee is paid by the customer, and we ask that you use a trackable service so the package can be traced during transit.

6. Restocking Fee

A 20% restocking fee applies to all returns on orders exceeding $100.

7. Refund Processing

After your returned item arrives at the designated facility, our team will inspect it and send you a confirmation email letting you know that the review is complete. Approved refunds are issued to the original payment method within 7 business days of that inspection. The amount of time it takes for the credit to appear on your statement depends on your bank or card issuer, and some financial institutions may take several additional days to post the transaction.

8. Exchanges

If you'd prefer a different size, color, or product altogether, contact our support team to start the process. Once the original piece has been approved for return, the fastest path to receiving the replacement is to place a new order for the item you want, since this avoids delays caused by inventory changes. Exchange requests follow the same eligibility standards outlined in the return sections above, including the 30-day window and the requirement that goods be unused and in original packaging.

9. Order Cancellations

Cancellations are accepted within 24 hours of placing the order. Once the order has fulfilled, cancellation is no longer possible, and you would instead need to wait for delivery and then follow the standard return steps. To request a cancellation, email support@paxtonridge.com as soon as possible with your order number, since our fulfillment timeline of 1-3 business days means the window closes quickly.

10. Non-Returnable Items

Certain categories are not eligible for return under any circumstances. These include products that were personalized, customized, or made to order based on buyer specifications, along with hygiene sensitive goods once the seal has been broken or the packaging has been opened. Final sale merchandise, when clearly marked as such at the time of purchase, is also excluded from return eligibility.

11. Consumer Rights

Nothing written in this policy is intended to restrict the protections available to you under United States federal or state consumer protection law. Statutes such as the Federal Trade Commission Act and equivalent state level regulations grant additional rights when a product is defective, misrepresented, or does not conform to what was advertised. If any provision of this policy conflicts with a right granted to you under applicable law, that legal right prevails.