If you wish to electively return an item, please call our Customer Service Department at 877.868.1369 ext. 2 and request a Returned Goods Authorization (RGA) number. RGA numbers speed up your refund because we know the details of your return at the time we receive it. We charge a flat fee (5% of retail value) for any item(s) returned to us without an RGA number. We charge this fee because Items without RGA numbers take a lot of extra time and effort to process. Avoid unnecessary delay and expense - please call us first before returning an item.
Of course, every policy must have some common sense limitations and exceptions. This policy DOES NOT cover special order items (items that are not specifically listed on our site) and/or custom work (like custom painted tubs, for example). Special order items may be subject to restocking fees depending on the item and manufacturer. In some cases, the item may not be returnable at all. Please refer to the individual item page or call our sales department (877.868.1369 ext. 1) before placing an order for these specialty items.
This policy only applies to items that are returned to us in EXACTLY THE SAME CONDITION as you received them. Don't worry - unlike many other retailers in our market, there are some limited circumstances when you can still return items to us in less than perfect condition. In these cases, we charge the following fees:
We will deduct 10% for item product boxes that have shipping labels, handwriting and/or are otherwise damaged. Product boxes are defined as the box the item is originally packaged in; not the secondary box that protects the product box during shipping. We charge this fee to cover reboxing the item since both our suppliers and customers do not like receiving items in damaged boxes. Note: we don't charge this fee if the item was sent to you without a secondary box.
We will charge a flat 25% fee to cover the time and parts it typically takes to repair a damaged item. Of course, we will not repair every damaged item. We will scrap those items beyond economical repair and issue no refund. You may, if you choose, have the item sent back to you at your own expense if we cannot repair it.
Unfortunately, there are rare occasions when we just cannot issue a refund of any amount. Examples include (but are not limited to) any item that was installed, altered, mishandled, abused or is returned to us covered in dirt, grime or dust.
You are responsible for the proper packaging and cost of shipping the return item to us. Please note that we do not refund any additional shipping charges like expedited shipping, shipping outside the contiguous United States, foreign shipments, etc.
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