Return Policy
Return Policy
Return Policy Overview:
At Supplies Depot, our goal is to ensure your complete satisfaction with your purchase. We value our relationship with you and offer a return policy for most products that are purchased directly from us. If you have any questions or concerns, please call us at 1-800-359-1334 or send an email by clicking the "Contact Us" link.
If you are dissatisfied with your purchase, Supplies Depot must be notified within 7 days after receipt of the item(s). Unless the product is defective or the return is a direct result of a Supplies Depot fulfillment or processing error, a restocking fee of 15% will be charged.
Please read all conditions below prior to placing your order. If all conditions are not met, Supplies Depot reserves the right to refuse the return or to charge a restocking fee of 15%.
Supplies Depot is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only. We are not responsible for any contractor's fees.
Warranty Information:
Additional Conditions for Specific Products:
The following items have additional conditions applied to them because of the significant amount of additional work required to process a return:
Non-Returnable Items:
The following items are not eligible for returns:
Credits and Refunds:
Damaged Shipments:
Important Deadlines for Returns:
Return Instructions:
All returns require an RMA (Return Merchandise Authorization) number. Any item returned without an RMA or any items that were "Refused Delivery" and sent back to us will be assessed a 15% restocking charge. All returned items must be in original as-new condition, in their original box and must include all packing material, blank warranty cards, documentation, manuals and all accessories. RMAs are valid for 10 business days.
To request an RMA number online, go to our Return Request Form page and submit a request including your original order number.
At Supplies Depot, our goal is to ensure your complete satisfaction with your purchase. We value our relationship with you and offer a return policy for most products that are purchased directly from us. If you have any questions or concerns, please call us at 1-800-359-1334 or send an email by clicking the "Contact Us" link.
If you are dissatisfied with your purchase, Supplies Depot must be notified within 7 days after receipt of the item(s). Unless the product is defective or the return is a direct result of a Supplies Depot fulfillment or processing error, a restocking fee of 15% will be charged.
Please read all conditions below prior to placing your order. If all conditions are not met, Supplies Depot reserves the right to refuse the return or to charge a restocking fee of 15%.
Supplies Depot is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only. We are not responsible for any contractor's fees.
Warranty Information:
- All OEM replacement parts are covered under warranty for one year if installed by a licensed professional.
- In order to file a warranty claim for a potentially defective product, a case must be opened with the manufacturer's Technical Support team and they will troubleshoot with a licensed technician while in the field to determine if it is defective.
- Defective items may be exchanged at our discretion for the same model or manufacturer's equivalent model.
Additional Conditions for Specific Products:
The following items have additional conditions applied to them because of the significant amount of additional work required to process a return:
- Special Order Items: These are items which do not have prices listed on our website and that you received a special quote on. Most Special Order Items are non-returnable. If a Special Order Item is eligible for a return by the manufacturer, a 25% restocking fee will be applied.
- All Equipment: 25% restocking fee
- Any item shipped via trucking carrier, FedEx Freight or UPS Freight: 25% restocking fee or return shipment costs.
Non-Returnable Items:
The following items are not eligible for returns:
- Any items that have been used
- Any items that have been installed
- Electrical Components and Controls
- Clearance items
- Final Sale items
Credits and Refunds:
- Refunds on returned items will be issued in the same payment form as tendered at the time of purchase.
- Credits generally occur within 5 to 7 business days after we receive and inspect the returned item(s).
- If payment was made by credit card, your account will be credited after we have received the item(s) back to us and they have passed inspection. Please allow 7-10 days for a credit to appear on your credit card statement.
- At Supplies Depot's discretion, credit for partial returns may be less than invoice or individual component prices due to bundled or promotional pricing and any unadvertised discounts or concessions.
- Credit will be issued for material costs only. Shipping and handling charges will not be credited unless the part is deemed defective.
- Any order which was placed with free shipping will be charged a 15% restocking fee upon return.
- You will have up to 90 days from receipt of the item ordered for a return request to be honored.
- All Gas and Electric tankless water heaters and space heaters are sent back to the manufacturer for testing. Thus, these products may require an extra 2 weeks before we will credit your credit card.
- If Supplies Depot has made a shipping error, we will refund you the total amount of your order or immediately ship the correct item.
Damaged Shipments:
- When you receive your order, please inspect it carefully. If it appears damaged on the outside, please take pictures of the damage.
- Please make sure that when you sign the shippers proof-of-delivery slip that you include a note stating that the package is/appears damaged. If you do accept a damaged shipment, please inform us immediately.
- For damaged shipments, the recipient must contact Supplies Depot within 3 business days of your receipt of the product that was damaged. Also, if there was any internal (non-visible) damage, this should be reported to Supplies Depot within 3 business days of receiving the product.
Important Deadlines for Returns:
- When you receive your order, please open all boxes immediately and check for contents and damage. If there is any damage or problems, you must notify us within 3 business days of receiving your order.
- Claims for missing items or items damaged in transit must be received within 2 business days of receiving your order.
- If you are dissatisfied with your purchase, you must contact us within 7 business days of receipt of the item(s). After 7 business days a 15% restocking fee will be assessed.
- RMAs are valid for 10 business days.
- If a request for a return exceeds 30 calendar days of when your order is delivered, a 20% restocking fee will be applied.
Return Instructions:
All returns require an RMA (Return Merchandise Authorization) number. Any item returned without an RMA or any items that were "Refused Delivery" and sent back to us will be assessed a 15% restocking charge. All returned items must be in original as-new condition, in their original box and must include all packing material, blank warranty cards, documentation, manuals and all accessories. RMAs are valid for 10 business days.
To request an RMA number online, go to our Return Request Form page and submit a request including your original order number.
- Prepare the item(s) for shipment. Place the original package into a shipping carton, preferably the original outer carton in which we shipped to you. Take care to add padding so that fragile items are not broken in transit.
- If you received a label in the email, print the label and tape it to the carton.
- Ship the item(s) back to us, using a shipping method that has a tracking number. We do not cover costs of return shipping.
- For return shipping, be sure to purchase insurance. If you do not purchase insurance, you alone accept the risk of loss or damage during return shipping. We are not responsible for lost or damaged packages.
- Please do not place stickers or shipping labels on the original manufacturer's package.
- Send pre-authorized returns to:
Supplies Depot
Attn: Returns
667 South Delsea Drive
Vineland, NJ 08360 - All returns are inspected upon their arrival back at our facilities. If any items are missing, we will contact you and provide you the opportunity to return them to us. If you are unable to provide the missing parts, your return will be rejected and we will send the item(s) back to you.
- If any item(s) show signs of usage, modification, installation or attempted installation, we will not accept the return due to liability reasons and our obligation to issue credit will be voided.