Basic RMA Policies
Returns Must Meet All Applicable Criteria
You may not return products that do not meet all applicable criteria. If your returned product does not meet all applicable criteria, it will be rejected by our Returns department and returned back to you. Consequently, any RMA will be nullified and any credit request will be denied and any replacement order will be cancelled.
Return Merchandise Authorizations (RMAs) must be valid, unexpired, and issued for the product being returned. Once you receive an authorized RMA, you have 14 days to get your product in the possession of a shipper to be returned to us.
Installed or used products may not be returned unless they are defective. Some products, if opened, may only be returned for a replacement product, and not for a refund.
If you are ineligible for an RMA, you may want to contact the manufacturer directly or check any applicable warranty.
Returns Must be Complete
If your return is not complete, it will be rejected by our Returns department and returned back to you. PlumberSurplus.com is not responsible for packages lost or damaged in transit while being returned.
All returns must include the following:
- Valid Return Merchandise Authorization (RMA).
- Original, intact packaging (i.e. manufacturer's box, packing materials, styrofoam, plastic bags, etc.). Products must be in the original packaging and in resalable condition.
- Original intact UPC barcode, if one exists. Do not cut out the UPC code until you have examined and tested the product to your satisfaction. Removal of the UPC code voids any possibility of return regardless of RMA status.
- All accessories
- All documentation (i.e. manufacturer documents, manuals, product literature, unused warranty cards, unused registration information, etc.).
Cross Shipping
We do not ship replacement products until the RMA has been completed (cross-ship). If you need a replacement product before the RMA is completed, you may place a new order, independent of the returns process.
Types of Returns
A. You no longer want the product or you wish to exchange the product
You have 30 days from the date your product was delivered to request an RMA for RMA Type A.
If you wish to exchange the product, you may place a new order, independent of the returns process.
A 20% restocking fee will be charged on all returned products, unless the products are defective.
Shipping costs are not refunded. If you are returning a non-defective product, you must pay return shipping fees.
If your original order was placed under our Free Shipping promotion, the original shipping savings for the returned products will be subtracted from your refund amount, unless the products are defective.
B. The product you ordered is not the product you received
You have 30 days from the date your product was delivered to request an RMA for RMA Type B.
In most cases, we will issue a call tag and you will have to deliver your return to an authorized shipper.
Once the RMA has been completed, PlumberSurplus.com will, at your preference, replace the product or issue a refund. If you request a refund, your original method of payment will be credited. If you request a replacement product, a replacement order will be submitted.
C. The product is damaged
You have 14 days from the date your product was delivered to request an RMA for RMA Type C.
Once the RMA and a damage claim with the shipper have been completed, PlumberSurplus.com will, at your preference, replace the product or issue a refund. If you request a refund, your original method of payment will be credited. If you request a replacement product, a replacement order will be submitted.
Freight shipped and oversized products, if signed for or accepted for delivery, may not be returned. Upon taking delivery of your freight shipped or oversized product you must carefully inspect your product before you sign for or accept delivery. If you discover damage do not sign for the products and refuse delivery. You may receive multiple deliveries. By signing for or accepting delivery, you acknowledge that the products are not damaged and you understand that you cannot return the products.
D. The product is defective
You have 30 days from the date your product was delivered to request an RMA for RMA Type D.
In most cases, we will issue a call tag and you will have to deliver your return to an authorized shipper.
If we determine that the product is defective, PlumberSurplus.com will, at your preference, replace the product or issue a refund. If you request a refund, your original method of payment will be credited. If you request a replacement product, a replacement order will be submitted.
Manufacturer Only Returns and Products that Cannot be Returned
Some products may only be returned or exchanged directly to the manufacturer, if the manufacturer allows. For these products, it is the customer's responsibility to contact a manufacturer directly. When contacting the manufacturer, be prepared to provide the manufacturer with the following information: receipt, date of purchase, model number, serial number and manufacturer part number of the product that you would like to return.
Some products that cannot be returned are listed below. Other products that cannot be returned may be identified as such in their product detail.
- Amtrol ASME Expansion Tanks
- Stainless Steel Sinks with Custom Tappings
- Little Giant Simplex Alarm Systems
- Little Giant Duplex Alarm Systems
- TurboTorch Torch Orifices
- Products that have been installed and are not defective
- Products that are custom made or manufactured specifically for your order
- Products whose price is quoted specifically for your order
- Products identified as Non Returnable on their product detail
International Returns
The International Shipping Policy applies to all orders shipped outside of the United States.
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