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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:

3. Return window, timelines and costs

  • Return window: 30 days from delivery.
  • Damage report window: 7 days from delivery.
  • Return shipping costs: The customer pays for a change of mind; we cover defective/damaged/incorrect items, and we provide a prepaid label in those cases only.

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact Customer Service

Return Authorization

  • After reviewing your request and approving, we will provide detailed return instructions.

4.2 Preparing Your Return

Package the item safely.

  • Securely pack the item in its original packaging.
  • Ensure all accessories, manuals, and free gifts are included.

Include Documentation

  • Include the return authorization form you received from The Forge Recovery Group and any necessary supporting documents or images.

4.3 Shipping the Return

Shipping Method

  • Preferred shipping method: UPS or FedEx
  • Or a trackable shipping method to ensure your package arrives safely.

5. Return Shipping Costs

  • Responsibility: The customer pays for a change of mind; we cover defective/damaged/incorrect items. We provide a prepaid 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. 
  • Refund: A refund will be issued to the original payment method, minus any applicable restocking fees.
  • Restocking Fee: All returned items for change of mind are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total.

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: Upon review and approval, 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 the incorrect item to be returned (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 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 and Timeframes

  • Method: Refunds will be processed to the original payment method used at the time of purchase.
  • Processing Time: 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. Legal Rights

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

10. Questions and Support

For more information, please visit our FAQ Page or contact our Customer Service team:

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