General Returns Policy:
We are committed to customer service and it’s always important to us that you are satisfied with your purchase. For this reason we prefer to take the time necessary to assure that our customers are purchasing the correct product for their individual needs. We do our best to avoid returns which are time consuming and costly for all involved. Please make sure to follow the instructions below so that we are able to assist you without unnecessary delay. Due to health/hygiene considerations certain products are non–returnable unless they are in their original packing and have never been used. Custom made products and individual accessory items not part of packages are always non-returnable. Please check with our Customer Service (800 481-1808) for further clarification if you have any doubt before making your purchase.
Damaged or warranty items will be exchanged as quickly as reasonably possible. Requests must be received within 7 days of the date of delivery. It is important that you check the product you receive soon after receipt so that you can report any damage within the required 7 day period. Claims for returns after the required 7 day period will be declined so please submit your claim without delay.
Please contact our customer service at (800 481-1808) in order to obtain a Return Authorization Number or E-mail your request to us by sending it to firstname.lastname@example.org. Return Authorization number needs to be included on the return shipping label. All products must be returned unused within 10 days of return authorization in their original packaging with all pieces intact (must be in a condition to re-sell with all parts, packaging and instructions in tact). The return address will be provided to you with our RGA.
Returns of all products (that are returnable) but not damaged are costly in labor time, tracking, bookkeeping and re-packaging. As a result non-warranty and undamaged returns are subject to a 35% restocking fee. All our products initially ship free so the customer needs to pay the return shipping charges. Complete packages, used items, custom orders and accessory items are not returnable.
The return process can take 3-4 weeks. Once approved a credit is processed to the original credit card used for the amount of the original purchase less the restocking charge. When the purchase is paid by check, refunds for approved returns will be mailed out within 3 business days of approval of the return.
Many of our products ship the same or next day. If you wish to cancel an order please contact us immediately so that we can attempt to stop the order before it ships. Orders already shipped cannot be stopped or retrieved. Once an item has shipped, our standard return policies apply.
Refusing Shipments or Undeliverable Packages:
FedEx, UPS and other shippers charge extra fees to return refused products to the original shipper so we request that you do not refuse a shipment that you have ordered. Please follow our Returns Policy Procedure above. In some cases your order may have shipped directly from the manufacturer or distributor who does not have facilities for return shipments. Items returned without the required information may result in a delay of your refund and additional cost which may be deducted off the amount being refunded. A request to change the original delivery address after the product has shipped will result in additional charges of no less than $75 due to the charges levied on us by the common carrier or shipping company.
Free shipping is included in 48 States (Hawaii, Alaska and Puerto Rico excluded) with all orders of $500 or more (before appropriate sales tax). This is offered either on national trucking companies for showers and tubs or UPS ground for all other products. All orders under $500 incur a $25 shipping and handling fee.
ALL NON-WARRANTY/DAMAGED ITEMS ARE SUBJECT TO A 35% RESTOCK FEE. NO RETURNS ON SPECIAL ORDER ITEMS OR PACKAGES, ACCESSORY ITEMS, CUSTOM ORDERS, INSTALLED PRODUCTS OR USED ITEMS. RETURN FREIGHT WILL BE THE RESPONSIBILITY OF THE PURCHASER. RETURNS MUST BE INITIATED WITHIN 30 DAYS FROM INVOICE DATE & SENT BACK WITHIN 10 DAYS AFTER RETURN GOODS AUTHORIZATION (RGA) NUMBER HAS BEEN ISSUED. PLEASE CONTACT CUSTOMER SERVICE FOR AUTHORIZATION NUMBER AND DETAILS AT (800) 481-1808
All prices are in USD.