Last updated: 22 September 2026
The short version
Thirty days to return most unused stock items in their original packaging for a refund. Tell us
before you ship anything back. Damage, shortage or a wrong item is our problem and we fix it at our
cost — just report it within five business days. Some categories cannot come back for safety and
hygiene reasons, and those are listed below.
1. Return window
You have thirty calendar days from delivery to request a return on a stock item. Requests after
thirty days are at our discretion and, where we accept one, a restocking fee normally applies. The
window is from delivery, not from order, and we use the carrier’s delivery scan to determine it.
2. Condition we can accept
Goods must be unused, in resalable condition and in the original manufacturer packaging with any
seals intact and labels unmarked. Keep the outer carton — an item shipped back loose or in a
damaged box usually arrives in a condition we cannot resell, and that reduces or removes the
refund. Write the return authorisation number on the outside of the carton, never on the product
packaging itself, because a marked product box is no longer resalable.
3. How to start a return
Email support@txbsupply.store with your order number, the part number, the quantity
and the reason. We reply with a return authorisation number and the correct return address. Do not
ship anything back before you have that number: unannounced returns arrive without a way to match
them to an order or a customer, and we cannot refund what we cannot identify.
4. Who pays the shipping
If the return is because we made a mistake — wrong item picked, wrong quantity, item damaged in
transit, item not as described — we pay the return shipping and we pay to send the correct goods.
If the return is a change of mind, an over-order or a wrong selection by the buyer, you pay the
return shipping, and the original outbound shipping is not refunded. We can supply a prepaid label
and deduct its actual cost from the refund, which is usually cheaper than a counter rate.
5. Restocking
Stock items returned unused in original packaging within thirty days are refunded in full with no
restocking fee. A restocking fee of up to twenty percent applies to a return accepted outside the
window, a return where packaging has been opened or damaged but the goods are still resalable, and
any item brought in specially for you. We tell you the fee when we issue the authorisation, not
afterwards.
6. What cannot be returned
For safety, hygiene or legal reasons we cannot accept back: opened chemical products, including
degreasers, disinfectants and absorbents; opened personal protective equipment worn against the
body, including gloves, respirators, earplugs and eyewear; first aid consumables; opened adhesive
products such as tape and labels, whose adhesive cannot be verified once out of the pack; and
custom, cut-to-length or special-order items. Unopened, sealed stock in these categories can be
returned normally. This is not a limitation on your rights if the goods are faulty.
7. Damage, shortage and wrong items
Inspect on arrival. If the outer carton is visibly damaged, note it on the carrier’s paperwork
before signing — a clean signature makes a freight claim very hard to pursue. Report damage,
shortage or a wrong item within five business days of delivery, with photographs of the carton, the
label and the goods. We will replace, or refund, at your choice, and we handle the carrier claim
ourselves. Do not discard the packaging until the claim is settled, because the carrier may ask to
inspect it.
8. Faulty goods and warranty
If an item fails in normal use within the manufacturer’s warranty period, contact us with the
order number, the part number and a description of the failure. Depending on the manufacturer we
will arrange a replacement, a repair or a refund, and we deal with the manufacturer on your behalf.
Warranty does not cover fair wear, consumables at end of life, overloading past a rated capacity,
modification or improper storage. Nothing here limits your statutory rights in respect of faulty
goods.
9. How and when you get your money
We inspect returned goods on arrival and aim to process within three business days. Refunds go
back to the original payment method — we cannot refund to a different card, a different account or
a store credit unless you ask for credit. Once we issue the refund, your bank or card issuer
controls when it appears, typically five to ten business days. Where the original payment method is
closed, we will ask you for details and may need additional verification.
10. Exchanges
The fastest route is a return plus a new order, because it does not wait on the returned goods
arriving. If you would rather exchange, say so when you request the authorisation and we will hold
the replacement.
11. Cancelling before dispatch
Email us as soon as possible. If the order has not entered picking we cancel and refund in full.
Once it is picked and labelled we usually cannot stop it, and it becomes a return.
12. Contact
TXB Supply Co., 2331 Mintglade Ln, Houston, TX 77014. Email support@txbsupply.store. Opening hours are on our Contact
page. If something has gone wrong with an order, tell us — almost everything is fixable if we hear
about it early.