Refund policy

Last updated: 6 January 2026

We want you to keep the mill because you like using it, not because returning it was too much trouble. This policy sets out how returns, exchanges, refunds and warranty claims work. It applies to purchases made on pexalori.com and sits alongside your statutory rights, which it does not limit.

The return window

You have 30 days from the day your order is delivered to tell us you want to return it. You then have a further 14 days to send it back. You do not need to give a reason.

To be refunded in full, a returned mill must be unused and unfilled, in the condition you received it, and packed in its original box. A mill that has had salt or peppercorns put through it cannot be resold and cannot be returned unless it is faulty. Taking a mill out of the box, looking at it and putting it back is fine; that is the equivalent of handling it in a shop.

How to start a return

Email info@pexalori.com with your order number and which items you want to return. We reply with a return address and a reference number to write on the parcel. Do not send anything back before you have that reference — unlabelled parcels are difficult to match to an order and slow the refund down.

Who pays the postage

• Change of mind: you pay the return postage. We recommend a tracked service; until the parcel reaches us it is your responsibility, and we cannot refund against a parcel that never arrives.
• Faulty, damaged or wrong item: we pay. We will either send you a prepaid label or reimburse a reasonable postage cost against a receipt.

The original outbound shipping charge is refunded when the whole order is returned. It is not refunded when you keep part of an order.

Refunds

We inspect returns on the day they arrive and issue the refund within two business days. Refunds go back to the card, wallet or account that paid; we cannot send a refund to a different payment method. Once issued, the money typically appears within 5 to 10 business days, depending on your bank. We will email you when the refund is sent.

If a return arrives used, filled, incomplete or damaged by inadequate packing, we will contact you before doing anything. You can have the item sent back to you at your cost, or accept a partial refund reflecting the loss in value.

Exchanges

We do not process direct exchanges, because it doubles the time you wait. Return the item for a refund and place a new order for the one you want; if the new order is placed before the return arrives, tell us and we will make sure the two are handled together.

Faults and the two-year mechanism warranty

We cover the grinding mechanism — the burr, the driveshaft and the adjuster — against manufacturing defects for two years from the date of delivery. If it fails in normal domestic use within that period, email us with your order number and a photograph or short video of the problem. Where the claim is valid we replace the mill; where a replacement is unavailable we refund it.

The warranty does not cover ordinary wear, a mill that has been dropped, damage from water or dishwashing, damage caused by grinding something the mill was not built for (anything oily, fibrous or damp), cosmetic marks from use, or a ceramic burr broken by impact. Salt put through a steel-burr pepper mill is excluded, as is any modification to the mechanism.

Damage in transit

If your parcel arrives damaged, photograph the outer box before you unpack any further and email us within 7 days of delivery. We will replace the item. Keep the packaging until the claim is settled — carriers sometimes ask to inspect it.

Orders we cannot refund

Gift cards, if offered, are not refundable. Items bought from a third party are not covered by this policy; take those back to the retailer you bought them from.

Cancelling before dispatch

Email us as soon as you can. If the order has not yet been handed to the carrier we will cancel it and refund it in full the same day.

Contact

All returns and warranty claims go to info@pexalori.com. Our postal address is ATOXFORD LIMITED, Flat/Rm 1702, 17/F, Easey Commercial Building, 253-261 Hennessy Road, Wanchai, Hong Kong — please do not send returns there without a reference number from us first.