Refund policy

Effective Date: August 5, 2025

Business Name: Refractory Trading House LLC

Contact: Evgeny Shapovalov – admin@wefractory.com  – 2242508617

 

U.S. Customers

We accept returns of unused and unopened products in their original condition and packaging within 7 calendar days of delivery.

Orders are fulfilled and shipped from our U.S. fulfillment centers operated by our logistics partner Red Stag Fulfillment. Returned items may be processed through these facilities.

 

Eligibility for Returns

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • The item must be returned in its original packaging.

  • You must provide a receipt or proof of purchase.

Returns that do not meet these conditions may be rejected.

 

Non-Returnable Items

The following items cannot be returned:

  • Opened, used, or damaged products not caused by shipping damage

  • Custom or special-order products

  • Items marked as Final Sale

  • Clearance items

  • Gift cards

 

Return Authorization Process

To initiate a return, please contact us at:

📧 admin@wefractory.com 

Please do not send products back without contacting us first.

If your return request is approved, we will provide:

  • Return authorization instructions

  • The correct return shipping address

  • Any required documentation for the return

Returns sent without authorization may not be accepted.

 

Return Shipping

Unless the return is due to a defective, damaged, or incorrect item, the buyer is responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

 

Inspection of Returned Items

 

Returned items are inspected once received at our U.S. fulfillment warehouse.

After inspection, we will notify you whether your return has been approved or rejected.

 

Refunds

If your return is approved:

  • A refund will be issued to the original payment method

  • Refunds are typically processed within 7 business days after inspection

Please note:

  • Shipping charges are non-refundable, unless the return is due to our error or a defective product.

  • Processing times may vary depending on your payment provider.

 

Exchanges

We do not offer automatic exchanges.

If you need a different item, please place a new order after your return request has been approved.

 

 

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your order arrives:

  • damaged

  • defective

  • or you received the wrong item

please contact us within 48 hours of delivery at:

📧 admin@wefractory.com

Include:

  • photos of the product

  • photos of the packaging

  • your order number

We will evaluate the issue and work with our fulfillment partner and shipping carrier to resolve it as quickly as possible.

 

Free Shipping Promotions

Free shipping promotions apply only during active promotional periods.

If an order qualified for free shipping, and a return reduces the order value below the promotional threshold, the original shipping cost may be deducted from the refund.

 

Questions

If you have any questions regarding this Return & Refund Policy, please contact:

Evgeny Shapovalov

📧 admin@wefractory.com

📞 2242508617