The manufacturer’s warranty policy takes precedent over the issuing of credit. Many manufacturers require all warranty issues to be handled directly through them. In some cases, the end-user is the party that must contact the manufacturer. Documentation must be made in accordance to the manufacturer’s warranty policy. Manufacturer return authorizations must accompany all returning merchandise. We will not issue in-house RGA for product pick up until verification of return authorization from manufacturer has been made. No credit of any kind will be applied to customer account without manufacturer approval. We will not reimburse labor, shipping preparation, or shipping expenses unless authorized by the manufacturer. For a list of manufacturers that require direct warranty processing please contact one of our Call Center Sales and Customer Service Specialist or assigned Outside Sales Representative. Merchandise that the manufacturer determines not to warranty will be returned to customer at their expense.
In many cases the manufacturers will be the direct contact for acquiring missing hardware. The missing hardware will be shipped according to the manufacturer’s missing hardware policy.
The manufacturer has final say in determining if product is defective. Those determinations are made in accordance with manufacturers’ warranty policy. That policy can include inspection by manufacturer representative. We will not reimburse labor, shipping preparation, or shipping expenses unless authorized by the manufacturer. We will not provide in-house RGA for defective merchandise until verification of return authorization from the manufacture.
Appropriate care and repacking of approved defective parts is required for full credit. Any product not returned complete or missing parts will be subject to partial credit or refusal of warranty claim.
It is the customer’s responsibility to request a Returns Goods Authorization (RGA) from us. All returns must be made within 30 days of purchase and will be subject to a restocking fee. Customers can request RGA by contacting any of our call center sales and customer service specialists at 1-800-365-8610.
The following information is required for RGA:
UNDER NO CIRCUMSTANCES WILL CREDIT BE ISSUED TO YOUR ACCOUNT AT THE TIME OF CONTACTING US FOR RGA OR WHEN PRODUCT IS PICKED UP USING RGA RETURN FORM.
Under no circumstances will a return be accepted by our return department without a Returns Goods Authorization (RGA). YOU MUST ATTACH COPY OF RGA TO RETURNED ITEM
IT IS HIGHLY RECOMMEND THAT YOU MAKE A COPY OF RGA FOR YOUR RECORDS AND OBTAIN A COPY OF A SIGNED RECEIVER FORM USED WHEN PRODUCT IS PICKED UP.
RGA will not be issued for the following items:
RGA will be logged in our system and be processed as quickly as possible. All items returned will be inspected by our return department when they arrive at our warehouse. Items must be deemed to be in resalable condition and in the same standard that it was received. Special trips will not be made to pick up items. In some cases, the customer can opt to have merchandise returned to us via 3rd party logistic at the customer’s expense. Items returned via this method will not be accepted without prior authorization and RGA. Products that meet all required inspection processes will have a credit memo issued to account for future purchases. Products paid via checks will be credited only when the check has cleared our bank. Approved returns used to satisfy past due balances will be credited to account and be subject to a 25% to 35% administrative and processing fee against original invoice price. We reserve the right to automatically disqualify RGA for any reason. RGA is valid for only 30 days. After 30 day time period RGA must be requested again. All products must meet strict inspection guidelines to be eligible for credit. If the product received and part number on RGA form does not match, it will be denied. Any product not in the original packaging will not be accepted. Any opened item must be repackaged in the original packaging accompanied by all install hardware and instructions. In some cases products with opened packaging may be subject to inspection by outside sales representative. Any item with opened installation hardware packets will not be accepted. Products that do not meet the standards of inspection process and deemed non-returnable will not receive credit. Non-returnable items will be sent back to customer at customer’s expense. Any non-returnable items not picked up by customer (or 3rd party carriers) that remain in our possession for more than 30 days will be subject to a 25% disposal fee of original invoice price. Account may be placed on hold until either product is picked up or fee is paid.
Fill out our RMA form, found here