Refund policy
Effective September 3, 2026
Standard returns
You may request a return of an eligible product within 30 days after delivery. Standard change-of-mind returns must be unopened, in their original condition and original packaging.
A 15% restocking fee applies to standard returns, calculated on the returned merchandise's purchase price after discounts, excluding taxes, shipping and handling. The customer pays return shipping. Original outbound shipping and handling charges are nonrefundable on change-of-mind returns.
How to request a return
Contact PBE Direct, LLC. at hello@pbedirect.com or (541) 650-2477 with your order number and the products you wish to return. Obtain return authorization and routing instructions before sending a return. We will tell you the appropriate return warehouse; do not assume the shipping origin or business address is the return destination.
Excluded from standard returns
- Mixed or tinted paint
- Opened products
- Special orders
- Clearance products
These exclusions and the standard packaging requirements do not remove applicable rights or remedies for products that arrive damaged, defective or different from what you ordered.
Our mistakes, damaged or defective products
Contact us so we can resolve the issue. PBE Direct covers necessary return shipping and waives the restocking fee for damaged, defective or incorrectly shipped products. The change-of-mind exclusion for original shipping and handling charges does not apply to returns caused by our mistake. We will arrange an appropriate replacement or refund depending on the circumstances and applicable law.
Do not return hazardous, leaking or damaged chemical products without instructions. We will provide the appropriate process for your situation.
Refund timing
After receiving and inspecting your return, we will notify you whether it is approved. We issue approved refunds to the original payment method within 2 business days after inspection, less applicable deductions disclosed in this policy.
Issuing a refund and seeing the funds in your account are separate steps. Your payment provider and bank may need additional processing time. For refunds through Shopify Payments, Shopify advises that it may take up to 10 business days for you to receive the funds, depending on your bank. Other payment methods may have different timelines. If your refund has not appeared after the expected processing period, contact us so we can help trace it.
This process does not delay refunds that must be made sooner under applicable law.
Cancellations
You may request cancellation at any time by email or phone. Contact us as soon as possible; a request is not confirmation that shipment has been stopped. If an order has already shipped and cannot be stopped, the return conditions above apply. We will confirm the status and available options for your order. This does not limit cancellation or refund rights provided by law.
PBE Direct, LLC. · 616 Powers Street, Eugene, OR 97402 · hello@pbedirect.com · (541) 650-2477