Returns & replacements
Need to make a return for something that didn't fit or came damaged? Follow our Returns and Replacements Policy and make a request to get started.
What is your return policy?
For standard returns, all merchandise may be returned up to 30 days from the date of receiving the order for a refund. A mandatory $15 minimum shipping fee will be applied for returns within the US, and customers outside of the US must pay for 100% of return shipping fees.
All returns must be authorized in advance and must have a valid issued Returned Goods Authorization (RGA) number before being shipped back. Any returns sent back without a valid RGA number will not be accepted and no credit will be issued. Refusal of product is not considered a return and a credit will not be guaranteed.
Returns made outside of our stated policy are subject to additional shipping and restocking fees. To avoid delays in issuing a credit to you, please provide us with return tracking information so that we may confirm the product has been returned to the manufacturer.
Please note, refunds for returned products cannot exceed the originally charged amount.
Damaged or defective items
We will replace any defective, damaged, or wrongly shipped item if you notify us within 30 days of receipt. If you choose to return a defective, damaged or miss-shipped item without providing us the opportunity to replace it, a $15 shipping and handling cost will be applied, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf. A restocking fee of 15% will be applied for orders over $200.
Refunds will only be issued under the following conditions:
1. The merchandise must be in re-saleable condition, in its original carton, including all packaging materials and accessories.
2. Merchandise must not have been installed or altered in any way.
3. Customer is responsible for shipping.
4. No returns will be allowed for Discount or Clearance products, except for damaged or defective shipments.
5. Claims after 30 days of receipt most orders are not eligible for return or replacement. *If returns are accepted after 30 days based on the circumstance, there will be a restocking fee applied of up to 15% of the purchase price.
When seeking a refund for products purchased on a promotional sale, these steps will take place:
- Refunds will be issued first for the item that was discounted with a promotional code.
- If two items were purchased, and one needs to be returned for any reason. You will only get a refund for the product that was discounted in the promo group.
- If three items were purchased, and two need to be returned. You will be refunded first for the discounted product followed by the second product at the purchased price.
- This part of the refund policy only affects products that are part of the specific promotional sale. Other products in your cart that were not discounted in this manner will not follow these refund guidelines.
How do I make a return?
To start the process, simply use our contact form or send an email to firstname.lastname@example.org. One of our customer service representatives will process your request and an RGA number will be issued. They will also provide you with return shipping instructions via email. The merchandise should be packed and returned in its original carton, including all packaging materials and accessories. Once you are provided an RGA number and return shipping instructions, please ship the package prepaid via UPS, FedEx or DHL, insured and retain the tracking information in case there is a problem with the return shipment. To avoid delays in issuing a credit to you, please provide us with return tracking information.
Why do you charge a restocking fee?
We know the restocking fee is not convenient for our customers, but it is necessary for us in order to recoup some of the losses we take on returns. The fact is that our suppliers charge a restocking fee to us (often in excess of the 25% we charge our customers) and we are passing on a part of it to our customers. If you’re unsure about a purchase, give us a call and let us assist you before buying. We’d like to help you avoid the inconvenience and expense of making a return by helping you select the right product for your outdoor needs.
Why do you need my return request in writing?
By submitting in writing, we can process your request more effectively and document the transaction in case there are any issues. If you’d like to initiate a return, please use our contact form or send an email to email@example.com.
What is an RGA number?
An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue you an RGA number (if applicable) with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
I've returned my order without an RGA#. When will my credit be issued?
We require an RGA# on ALL returns. The RGA# helps identify a package once it is returned. If you return a product without an RGA#, we cannot issue a credit as we will not be able to identify it to a specific order or request.
My shipment arrived damaged or defective. How do I get a replacement?
Despite our best efforts, occasionally products will sustain damage in transit. We’ll get replacement parts to you as soon as possible, free of charge. Please provide as much detail as possible about the damaged goods so that we can rectify your issue in a timely fashion. This replacement policy ONLY covers the cost of replacing a full fixture or part thereof, at our expense. If a full replacement is required, we will send you a replacement acknowledgment form that must be signed and returned (by fax or email) before a replacement will be sent.
What is your return policy on Commercial/Contractor/Large Job/Wholesale orders?
Commercial/Contractor/Large Job/Wholesale orders over $2,500 will be subject to a 50% restocking fee if returned for any reason other than a manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. This policy does NOT apply to residential purchases by end-users. We reserve the right to change or modify this clause on a case-by-case basis.
*If you return or cancel an item that you purchased with a gift certificate, a credit will be refunded back to that same gift certificate. The gift certificate may then be used to make future purchases with us. We are unable to issue a check for credit on purchases made with a gift card. We will not be held liable for 3rd party charges (ie. contractor charges).