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Return and Refund Policy

Return and Refund Policy

Effective Date: March 1, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Forge Recovery Group website located at ForgeRecoveryGroup.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Hours: Monday–Friday, 9am–5pm CST

3. Return Eligibility

Customers in the contiguous 48 United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below. For returns due to change of mind, customers are responsible for shipping costs and a 25% restocking fee.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service:
    • Email us at support@forgerecoverygroup.com or call 760.840.5141 within 30 days of delivery.
    • Provide your order number and a detailed reason for the return.
  2. Return Authorization:
    • After reviewing and approving your request, we will provide detailed return instructions. 

4.2 Preparing Your Return

  1. Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Ensure all accessories, manuals, and free gifts are included.
  2. Include Documentation:
    • Include the return authorization form and any necessary supporting documents or images.
  3. Attach Shipping Label.

    4.3 Shipping the Return

    • Shipping Method:
      • Our Preferred Shipping Method – UPS or FedEx.
      • Or use a trackable shipping method to ensure your package arrives safely.

    5. Return Shipping Costs

    • The customer pays shipping for a change of mind
    • We cover shipping costs for defective/damaged/incorrect items, and we will provide a prepaid shipping label in those cases only.

    6. Specific Return and Refund Conditions

    6.1 Returns Due to Change of Mind

    • Eligibility:
      • Items must be unused, undamaged, and in original packaging.
      • Return request must be made within 30 days of delivery.
    • Refund:
      • Once inspected and approved, a refund will be issued to the original payment method within 14 days.
      • All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total.
      • It may take up to 30 days for the refund to appear in your account, depending on your bank or credit card issuer.

    6.2 Defective or Damaged Goods

    • Notification:
      • Contact us within 7 days of delivery.
    • Documentation:
      • Provide photos or videos of the defect or damage.
    • Resolution:
      • We will offer a replacement or a full refund, including return shipping costs.

    6.3 Incorrect Product Received

    • Notification:
      • Contact us within 7 days of delivery.
    • Resolution:
      • We will arrange for you to return the incorrect item (at our expense) and ensure you receive the correct product.

    6.4 Product Never Arrived

    • Notification:
      • Contact us if your product does not arrive within the estimated delivery time.
    • Resolution:
      • We will initiate an investigation with the carrier.
      • If the product is confirmed lost, we will either offer a full refund or send a replacement product.

    6.5 Order Cancellation

    • Before Shipment:
      • You can cancel your order for a full refund if it has not yet been shipped.
    • After Shipment:
      • Once shipped, cancellations are not possible. You must follow the return process outlined above.

    7. Exceptions to the Return Policy

    The following items are non-returnable and non-refundable:

    • Custom or Personalized Products:
      • Items made to your specifications or clearly personalized.

    8. Refunds

    8.1 Refund Conditions

    • Approval:
      • Refunds are issued after we receive and inspect the returned item.
    • Notification:
      • We will notify you via email regarding the approval or rejection of your refund.
    • Condition:
      • Items must meet the return eligibility criteria outlined in Section 6.

    8.2 Refund Processing

    • Method:
      • Refunds will be processed to the original payment method used at the time of purchase.
      • Refunds are processed within 14 days after receiving the returned item.
    • Time Frame:
      • It may take up to 30 days for the refund to appear in your account, depending on your bank or credit card issuer.

    8.3 Partial Refunds

    Partial refunds may be granted in certain situations:

    • Condition Issues:
      • Items not in original condition, damaged, or missing parts for reasons not due to our error.
    • Late Returns:
      • Items returned more than 30 days after delivery.

    9. Exchanges

    We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

    • Eligibility for Exchanges:
      • The item arrived damaged, defective, or incorrect
      • The customer wishes to return a new, unused item within 30 days of delivery. 
      • The damage or issue was reported within 7 days of delivery.
      • The item is unused and includes all original packaging and accessories.
      • Used or installed products cannot be returned unless defective upon arrival.
    • Process:
    • Shipping Costs:
      • For defective or incorrect items, we cover the shipping costs.
      • For exchanges due to change of mind, customers are responsible for shipping costs and a 25% restocking fee.

    10. Timelines

    • Return Window:
      • The product is returned within 30 days of delivery
    • Return Processing:
      • After receiving and inspecting the returned item, we will process the refund within 14 days.
    • Refund Period:
      • It may take up to 30 days for the refund to appear in your account after approval.

    11. Legal Rights

    This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

    12. Questions and Support

    For more information, please:

    Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

    Forge Recovery Group is owned and operated by PenMu, Inc
    support@forgerecoverygroup.com
    760.840.5141
    11 Long KY, Hitchcock, TX 77563