Refund & Replacement Policy

This Refund & Replacement Policy applies to physical products sold by Patcher LLC and is part of the Patcher Terms of Service.

1. Cancellations before fulfillment

You may request cancellation before an order is released into a non-cancellable fulfillment stage.

Because heavy material may be allocated, staged, loaded, or tendered to a carrier quickly, cancellation cannot be guaranteed after fulfillment begins. If Patcher accepts a cancellation, Patcher will issue the applicable refund.

If Patcher cancels an order after collecting payment because of inventory, service-area, safety/recall, payment, or fulfillment issues, Patcher will return the amount required by law.

Separate shipment-delay cancellation rights are described in the Shipping Policy and are not limited by this section.

2. 30-day preference returns

An eligible product may be returned for preference reasons within 30 days after delivery if it is:

• unused;
• unopened and in its original package;
• not contaminated, leaking, damaged, weather-exposed, or materially altered after delivery;
• safe and lawful to return through the method Patcher provides;
• accompanied by sufficient order information; and
• approved through Patcher's return-authorization process before shipment or physical return.

Opened or used repair material is generally not eligible for a preference return because condition, storage, contamination, and resale suitability cannot reliably be verified.

This preference-return rule does not eliminate remedies for defective, damaged, recalled, unsafe, incorrect, or unlawfully supplied products.

3. Preference-return shipping

Unless Patcher agrees otherwise or law requires otherwise, the customer is responsible for safe return shipping costs for an approved preference return.

Do not send material back until Patcher provides return instructions. Some package conditions, weights, or damage conditions may require a specific carrier or may not be safe to return through ordinary parcel service.

Patcher does not charge a preference-return restocking fee under this Policy. If Patcher introduces a restocking or special-handling fee for a future product, the fee and conditions must be clearly disclosed before the affected purchase and in the return authorization.

4. Damaged, defective, leaking, unsafe, mislabeled, or recalled product

If material arrives materially damaged, leaking, open, mislabeled, recalled, contaminated, or otherwise appears unsafe:

1. stop and do not use the affected product;
2. keep people and pets away when appropriate;
3. preserve the package, product label, lot/batch information, and reasonable photos when safe; and
4. contact info@patcher.me promptly.

Patcher will investigate and provide an appropriate remedy, which may include replacement, refund, safe-disposal instructions, safe return instructions, supplier/manufacturer coordination, or another remedy required by law.

Do not return leaking or unsafe material through an ordinary carrier unless Patcher or an appropriate authority confirms a safe/lawful return method.

5. Incorrect orders and missing items

If Patcher ships the wrong product, wrong quantity, or an incomplete order, contact info@patcher.me with the order number and issue description.

After reasonable verification, Patcher will correct the error through replacement, shipment of missing items, refund, or another lawful remedy. Patcher will not shift reasonable return shipping costs for a Patcher fulfillment error to you where law requires Patcher to bear them.

6. Lost or undelivered shipments

If an order is lost in transit or not received, Patcher may investigate carrier tracking, delivery evidence, address information, and other relevant information.

If the shipment is determined to be lost or Patcher otherwise owes a nondelivery remedy, Patcher will provide the replacement or refund required by law and this Policy. A carrier “delivered” scan does not automatically defeat a legitimate nondelivery report.

7. Damage caused after delivery or by misuse

A preference return, replacement, or voluntary remedy may be denied to the extent a problem was caused by misuse, unauthorized alteration, contamination after delivery, improper storage, use contrary to current product instructions, or another condition for which Patcher is not legally responsible.

This section does not excuse a product defect, inadequate legally required warning, inaccurate Patcher representation, or another matter for which liability cannot lawfully be excluded.

8. Quantity-estimate differences and unused bags

Patcher's measurement and quantity recommendations are estimates. Ordinary estimation variance does not by itself make conforming product defective.

Unopened excess product may qualify for a 30-day preference return if it meets Section 2. Opened or used excess material generally does not.

If you appear to have too little material, stop before compromising the repair and follow the exact product instructions. Patcher does not guarantee that a scan recommendation will match the final amount required at every site.

9. Refund amount

For an approved preference return, the refund generally covers the purchase price actually paid for the returned product. Original outbound shipping is not refundable for a preference return unless Patcher expressly agrees or law requires otherwise.

For a Patcher fulfillment error, a qualifying damaged/defective product, a required shipment-delay cancellation, or another matter for which Patcher is responsible, the remedy will include the amounts applicable law requires, which may include original shipping and reasonable return costs.

Taxes are refunded as required by applicable tax rules.

10. Refund method and timing

Approved refunds are issued to the original payment method where possible. If the original method cannot receive the refund, Patcher may use another lawful method after verifying the customer/order.

Patcher will initiate an approved refund without unreasonable delay and within any period required by law. Payment providers and banks may need additional time to post the credit after Patcher initiates it.

11. Chargebacks

Contacting Patcher does not waive rights you may have with a card issuer or payment provider.

If you initiate a chargeback/payment dispute, Patcher may provide the provider with relevant order, delivery, refund, communication, and fraud-prevention records. Patcher may pause a duplicate internal refund while the same amount is actively disputed to prevent double reimbursement, to the extent lawful.

12. Fraud and abuse

Patcher may investigate or deny a request reasonably suspected of fraud, duplicate recovery, materially altered evidence, or abuse. Fraud controls will not be used to deny a remedy that applicable law requires.

13. How to request help

Use authenticated order support where available or email info@patcher.me.

Include, as relevant:

• order number;
• issue type and affected quantity;
• delivery date/tracking status;
• product label and lot/batch information; and
• photos only through the secure route Patcher provides when needed.

Do not send payment-card credentials or passwords.

14. Non-waivable rights

This Policy provides Patcher's contractual procedures. It does not limit a refund, replacement, warranty, product-liability, or consumer-protection right that applicable law says cannot be waived.

15. Contact

Patcher LLC
235 E Canaan Rd
East Canaan, CT 06024-2603
United States
Email: info@patcher.me