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How do I return an item?
Please contact customer service for more information on returning an item. Thank you.
Satisfaction Policy
As a highly valued customer, your satisfaction is very important to us.
If you are not 100% satisfied with your purchase for the following reasons please contact us for a Return Merchandise Authorization # (RMA).
Damaged Items:
Sometimes the item may become damaged in transit. Please let us know
what is damaged, in as much detail as possible, so that we can
determine the next step.
Incorrect Item Delivery:
Sometimes the wrong item is shipped. Please let us know what you
received in as much detail as possible (item number, product name,
quantity). Please also let us know if you would like to return the
incorrect item and have the item you originally purchased sent to you
or if you would like to keep the incorrect item and add it on to your
original order.
Custom Products:
We are not able to return Custom Products
back to the manufacturer; however, please let us know why you are
dissatisfied with your purchase and we will try to correct the
situation.
General Dissatisfaction (Missing Parts):
Please let us know
in as much detail as possible why you are not satisfied with your order
and we will try to correct the situation to the best of our ability.
If You Decide To Send The Item Back:
All unopened products returned
within 10 days of your receipt provided you have an authorized return
merchandise number from our customer support department.
Product returns are subject to a 20% restocking fee. Shipping fees and
special handling fees are non-refundable. Orders that are not charged
for shipping are subject to original shipping cost of delivery. The
refunded amount will be issued to the same form of payment originally
used for the purchase. For orders placed in error, the cost and
responsibility to ship the product back shall be that of
the customers.
First: Return Authorization
You will need a Return Merchandise Authorization (RMA) number from our customer services department.
Second: Ship To Information
We will give you the ship-to address for your return. If you return the
item without receiving the shipping information from our customer service department, it
may delay your refund.
Third: Boxing the Item
The item you are returning must be shipped back in its original box.
Please do not write the RMA number on the box, doing so will disqualify
you from receiving a credit. The RMA number can only be written on the
shipping label.
Fourth: Shipping the Item
We highly recommend that
you ship the item back using UPS or FedEx. The ability to track your
package in transit is vital for you to ensure that it does not become
lost and that it reaches its destination. Unfortunately, if the item
never reaches the warehouse, we cannot issue you a credit.
In general, it takes approximately 10 business days for the warehouse
to receive the item you have shipped to them and to see a refund on
your credit card statement. It is our policy to issue the
refund to the same credit card with which the order was placed.
Non-Returnable Items:
Returns and exchanges are not accepted for the following items: floor
machines, perishable items, first aid kits and kit refills, videos & discs. You can reach customer support at
800-SOLVALL (440.255.5900).
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