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Returns

RMA Policies


You may return most new, unused, and undamaged items within 30 days of the date the product was delivered. We will also pay for return shipping charges if the return is due to our error, is damaged or defective.

Once submitted, our returns department will review your request for an RMA and determine if you meet the requirements of our Returns Policy. If an RMA is approved, you will receive an email containing specific instructions about how to return your product. Here are a few things to consider before you return a product.

Standard Return Criteria
You may return most new, unused, and undamaged items within 30 days of the date the product was delivered. We will also pay for return shipping charges if the return is due to our error, is damaged or defective. Once your RMA has been approved, if you have been issued a call tag you have 14 days in which to take the product to the identified carrier. If you are responsible for shipping the return, then you have 14 days to ship the product via a trackable carrier.

Items must be returned in new or unused conditions. Products that have been installed or used are not eligible for an RMA 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 or your RMA has been denied, you may still contact the manufacturer of the product directly as there may be an applicable warranty.

All returns must include the following:
  • An approved Return Merchandise Authorization (RMA) number visible on the outside of the return. Packages returned without a visible Return Merchandise Authorization (RMA) number will be delivery refused.
  • 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 included in the original shipment
  • All documentation (i.e. manufacturer documents, manuals, product literature, unused warranty cards, unused registration information, etc.).
  • OutdoorPros.com is not responsible for packages lost or damaged in transit while being returned.

All items will be inspected and those that do not meet the above mentioned criteria will be denied. If an item is denied, return shipping would be the responsibility of the customer.

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. Please remember, placing a new order does not guarantee an RMA approval or refund.

Refusing Delivery
Any customer who refuses delivery of an undamaged product will be responsible for all shipping charges associated with the order (including original and return shipping charges) and a 20% restocking fee.

I Don't Want the Product Anymore

  • You have 30 days from the date your product was delivered to request an RMA.
  • 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 were originally damaged or defective.
  • Shipping costs are not refunded. If you are returning a non-defective product, you will be required to 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 damaged or defective.
  • If you delivery refuse your shipment, those return shipping fees will be deducted from your return refund.

I Want to Exchange the Product

  • You have 30 days from the date your product was delivered to request an RMA. Once approved, you will receive an RMA # via email.
  • You will be contacted by a customer service representative to place a new order for the replacement product.
  • Once your RMA has been received and inspected, PlumberSurplus.com will issue a refund, your original method of payment will be credited.
  • A 10% restocking fee will be charged on all returned products unless the products were originally damaged or defective.
  • Shipping costs are not refunded. If you are returning a non-defective product, you will be required to 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 damaged or defective.

The Product I Ordered is Not the Product I Received

  • You have 30 days from the date your product was delivered to request an RMA. Once approved, you will receive an RMA # via email.
  • In most cases, we will issue you a call tag so all you will need to do is deliver your return to an authorized shipper for which the call tag was issued.
  • Once your RMA has been received and inspected, 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 placed.
  • Upon inspection, if it's determined the correct product was shipped your RMA will be changed to a Don't Want and all Don't Want Return terms apply.
  • If your RMA is denied, return shipping costs will be deducted from your refund.

The Product is Damaged

  • You have 14 days from the date your product was delivered to request an RMA.
  • Once the RMA and damage claim with the shipper have been completed, OutdoorPros.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.
  • Remember, before taking delivery of your freight / LTL shipment, you must carefully inspect your product before signing for or accepting delivery. If you discover damage do not sign for the product and refuse delivery. Freight shipped and over sized products, if signed for or accepted for delivery, may not be returned. Notes left for carriers instructing them to deliver in your absence, are considered acceptance of delivery, and may not be returned. By signing for or accepting delivery of an LTL or freight item, you acknowledge that the products are not damaged and you understand that you cannot return the products as damaged.

The Product is Defective

  • You have 30 days from the date your product was delivered to request an RMA.
  • In most cases, we will issue you a call tag so all you will need to do is deliver your return to an authorized shipper for which the call tag was issued.
  • If we determine that the product is defective, OutdoorPros.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.
  • If we determine that the product is not defective, your RMA will be denied. If you wish to have the product shipped back to you, you must issue a call tag.

Manufacturer Only Returns and Products that Cannot be Returned

Some products may only be returned or exchanged directly with the manufacturer. For these products, it is the customer's responsibility to contact the manufacturer directly to return the products. When contacting the manufacturer, be prepared to provide them 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 may be non-cancelable and or non-returnable, they are listed below
  • 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-cancelable and or non-returnable.
  • Products identified as special order.

International Returns

Return shipping costs are the responsibility of the purchaser on all returned orders. Refunds will be for the merchandise amount only. OutdoorPros.com cannot refund any duties, taxes or fees paid to customs by the customer. No refunds will be given for items that are seized at your local customs office.