Return & Refund policy

At The Plug, we strive to ensure seamless & satisfying shopping experience for all our customers. To maintain the quality and efficiency of our services, we have established the following policies regarding order modifications and returns:

Order Modifications

• Changes to orders: Once an order is placed and paid, it cannot be modified or cancelled unless the request is made within 24 hours of payment.
• To request a modification within this timeframe, please contact customer support team immiediately at (customerservice@theplug.inc). Be sure to provide your order number and details of the requested change.
• After the 24 hour window, all orders are considered final, and no further modifications can be made.

Returns

• At this time, The Plug does not accept returns for any products purchased through our platform.
• We take great care to ensure that all products listed on our platform meet the highest quality standards and are inspected before shipping.
• To avoid any inconvenience, we encourage customers to carefully review product specifications, compatability, and descriptions before placing an order. If you have any questions, our customer support team is happy to assist.

Exceptions

• Defective or damaged products: if a product arrives damaged or defective, please notify us within 24hrs of receipt. Our team will work with you to resolve your issue which may include arranging a replacement or refund based on the situation.
• Claims for damaged or defective products must include clear photographic and a description of the issue.

Refunds

• Refunds are only applicable in cases where the prodcut is deemed defective or damaged upon arrival, and no replacement is avialable.
• Refund processing time may vary and will typically require 7-10 working days to process once approved.

Client Information

• Clients must provide accurate & up to date details, including delivery addresses, contact numbers, and any specific delivery instructions. Any changes to be made after an order has been made will not be able to be modified.

 

Order Definitions:

Under Review: Your order is currently under review and your payment will be on hold until we confirm that your requested item is available. we will contact you once we have an update.

Back Order: This product is currently on back order with our supplier or manufacturer. We are unable to predict the exact date that this product will be available for shipment. Orders placed containing back ordered products will ship as soon as possible as products become available. An alternate or equivalent product may be available. Please contact The Plug Sales Team if you have any questions.

Ships in [# of days]:  This product is sourced from one of our suppliers and will usually ship within the time frame shown, meaning that your order would not ship from our location until those products are received within the given timeframe.

On Order [ETA]: This product is currently on order with our supplier. ETA to be provided when product has been shipped from supplier.

In Process: This order has arrived at The Plug and is being prepared for shipment. A shipment tracking # will be provided with your chosen shipping company. Your payment will be deducted.

Shipped: Your order has been packaged and a shipping label has been assigned. Orders cannot be cancelled or revised at this stage in the ordering process. 

Canceled:The order has been cancelled. Contact us if you have nay questions.