Refund policy

RETURNS & EXCHANGES
We know how disappointing it can be when purchases don't work out, and we do everything we can to make the returns process fast and simple. Original packaging will be required for any return. Customers have 48-hours to contact us about any order that arrives damaged and 30 days from the ship date to return items (if there are no defects) with original packaging. Customers are also responsible for the return costs. Original shipping charges apply and are non-refundable.

Product(s) in new condition can be returned for an exchange or a refund within 30 days of the ship date, your item must be unused and in the same condition that you received it. It must also be in the original packaging. A 15% (20% for oversized items) restocking fee may be applied to returns.

RETURN REQUEST
To complete your return, we require a return authorization. Please do not send your purchase back without obtaining a Return Authorization first or it will be refused and returned to you at your expense.

RETURN SHIPPING
After obtaining a return authorization, you may ship your return to:
Thanks Paco Returns Dept.

1819 NW 79th Ave, Doral
Florida 33126

Please write the return authorization number on the outside of the box with a bold black marker.

TRUCK/FREIGHT DELIVERY ITEMS
If you need to return a large item (tub, shower, etc.) that was delivered on a pallet by truck and should you need assistance on returning the freight, please contact customer service at (786) 266-7724 for a quote on return shipping. The cost of return shipping will be deducted from your refund amount.

Please note that there will be a return shipping charge for all truck delivery returns.

ITEMS NOT ELIGIBLE FOR A RETURN
Thanks Paco cannot accept a return or refund for the following:
Special-order items not listed in our catalog or on our website
Items with custom alterations or painting
Items purchased as a Final Sale or As-is Item
Items that have been altered or mishandled
Items that have been installed or show signs of installation (markings, scratches, silicone, plumber's putty, etc.). If you believe an installed item is defective, please contact our Customer Service for assistance.
Additional non-returnable items:
Silicone
Parts from a package or kit not used

There are certain situations where only partial refunds are granted such as items with obvious signs of use, installation or abuse.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error or any item that is returned more than 30 days after delivery.

EXCHANGES
Should you require assistance with an exchange for another item please contact Customer Service. Any request for an exchange will require a return authorization and you will be responsible for return shipping costs. To be eligible you must contact us within 30 days of shipping. To start the process, please contact us at amartin@thankspaco.com or call (786) 266-7724 Monday–Thursday from 9am–5pm.

DAMAGED OR DEFECTIVE ITEMS
If you received an item that was damaged or defective please call us for help to get a replacement sent out. You may be required to return the original item to us. We may also ask for you to please provide pictures of the item to help diagnose the issue. Please contact us at amartin@thankspaco.com or call (786) 266-7724 Monday–Thursday from 9am–5pm.

REFUNDS
Once your return is received please allow 2-3 business days for the item to be inspected. After the item has been inspected we will send you an email to notify you of the refund status, including the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet please do the following before contacting us:
Contact your credit card company, it make sake some time before your refund is officially posted.
Contact your bank. There is often some processing time before your refund will appear in your account or is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at amartin@thankspaco.com.

SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

CANCELLATIONS
Should you need to cancel an order, please contact us immediately. If an item has already shipped you will be subject to our normal return policy. Please allow 1-2 business days for the cancellation. Credits will be done at the same time of cancellation and may take a few days for it to appear back on your card or in your account.

MISSED APPOINTMENTS OR REFUSED SHIPMENTS
If an item has shipped and the shipment is refused or an appointment is not kept, you will be charged for any accessorial charges such as a redelivery fee, storage and/or return shipping for the item and a restocking fee which will be deducted from your credit amount if any.
Should you not make an appointment for delivery within 24-48 hours of the trucking company calling you, you may also be charged fees such as storage fees. Should you need assistance on contacting them, please call us at (786) 266-7724 or email us at amartin@thankspaco.com for assistance.

OTHER INQUIRIES
Please give us a call 1-800-454-2284 Monday–Thursdayfrom 9 am– 5 pm PT or send us an email at amartin@thankspaco.com for more information.