Return Policy Last revision 05/13/2018
Return Policy
Last revision 05/13/2018
Overview
We stand behind the products we sell. All our merchandise is brand new in the original manufacturer's packaging and comes with the manufacturer's warranty, unless otherwise posted. Customers are responsible for shipping charges. Items with free shipping are offered for ease and convenience and have a weight/size/distance-based shipping charge imputed into the total cost. All price and payments must be in US currency unless stated on the original invoice. Please understand that all sales are final, with the following exceptions.
Product Warranty
All products we sell are covered solely by the manufacturer's warranty. Warranty information is included with the product and is subject to the conditions set forth by the manufacturer. The manufacturer warrants their products are free from defects in material and workmanship. Repair or replacement may be issued for any product which is found to be defective under the terms of this warranty. In many cases, we are able to diagnose and resolve product concerns over the phone. For more information please call us toll-free (800) 886-4926 or (469) 909-4002.
Money Back Guarantee
If you change your mind about a purchase and the item is not defective and you have not used it, you have 14 days from the date of purchase to email or call us for a return authorization number (RA#). No return will be accepted without a RA#. We will only accept returns for items that are 100% in original, unopened packaging and in re-saleable condition, with all packaging, manuals, registration cards, accessories and unblemished UPC label if applicable. We reserve the right to not refund shipping charges. Items with Free Shipping will have the cost of outbound shipping & handling deducted from the total refund or a 15% restock fee, whichever is greater. We reserve the right to charge an additional restock fee for any items not meeting these requirements. We reserve the right to refuse a return on any product that does not meet these requirements. Money Back Guarantee does not apply to items with “Limited Return Policy” if stated on the original quote or invoice.
Defective Returns
If you receive an item that is damaged or defective, please contact us immediately. Defective returns will be accepted for exchange or repair, at our discretion, within 14 days from the date of purchase. If there is no exchange or repair we have the right to impose a 10% restocking fee, based on the condition of the item returned. We reserve the right that No refunds or credit will be granted after 14 days. The terms of the manufacturer's warranty will still apply.
A product must be diagnosed "defective" by a member of the Technical Support Staff at the manufacturer before we can accept it as a defective return. If an item is claimed to be defective and after testing is found not to be defective, your refund will be reduced by the actual shipping costs we incurred and a restock fee of 15%, based on the condition of the item returned.
Please save all packaging materials until you are confident that your item is not defective. You are responsible for properly and securely packing the returned item to avoid any damage.
Limited Return Policy Items
Some items we offer are sold with a Limited Return Policy. These items include, but are not limited to, special or custom order items, items shipped by your carrier, products where returns are restricted due to health, sanitation and safety guidelines as well as items that are worn, or shock loaded. As a convenience, those items are clearly marked as “Limited Return Items” on the product pages, quotes and original invoices of those items. Items marked with “Limited Return Policy” are subject to the following return policy which is separate from the standard return policy above. We will only accept returns on “Limited Return Policy” items when and if the item is defective.
If you receive an item that is damaged or defective, please contact us immediately. Defective returns will be accepted for exchange or repair, at our discretion, within 14 days from the date of purchase. If there is no exchange or repair we have the right to impose a 20% restocking fee, based on the condition of the item returned. We reserve the right that No refunds or credit will be granted after 14 days. The terms of the manufacturer's warranty will still apply.
A product must be diagnosed "defective" by a member of the Technical Support Staff at the manufacturer before we can accept it as a defective return. If an item is claimed to be defective and after testing is found not to be defective, your refund will be reduced by the actual shipping costs we incurred and a restock fee of 15%, based on the condition of the item returned.
Please save all packaging materials until you are confident that your item is not defective. You are responsible for properly and securely packing the returned item to avoid any damage.
Note: Freight items are shipped via LTL Freight truck and often come on a pallet. Please keep all shipping material until you are sure the item is working correctly. Packaging material may be required to return a freight item. Items returned without complete packaging material may be subject to damage and possibly reduced credit.
Undeliverable, Unauthorized or Refused Returns
Tidal Hardware, LLC will not accept unauthorized returns or exchanges. Packages without a Return Authorization Number may be refused upon return to our warehouse. A minimum of 20% and up to a 35% restocking fee plus any applicable shipping and handling charges may be imposed for refused or undeliverable shipments. Additional charges may apply if the merchandise is not returned in 100% complete condition in the original, unopened packaging.
The quickest way for us to handle a return is for you to accept delivery and then contact us about sending the item back. When you follow this procedure we can credit your account in a few days. If you refuse shipment the product goes back to the delivery company and might not get back to us for 2 or 3 weeks. We cannot process your return until we receive and inspect the product.
Return Instructions
Please call Toll Free at (800) 886-4926 or (469) 909-4002 to obtain a Return Authorization (RA#) number before shipping your product. NO returns of any type will be accepted without an RA number. RA numbers are valid for 14 business days after issue and must be received in our warehouse within 30 days from the date of the invoice.
We are not responsible for lost, stolen, or damaged packages. We strongly recommend that you fully insure your return shipment in case it is lost or damaged and use a carrier that can provide you with proof of delivery for your protection. All authorized returns must include a shipment tracking number. Once the return is processed and approved, a credit to your account or issuance of a check may take up to 14 business days.
Any returns must be 100% complete in original, unopened packaging and in re-saleable condition, with all packaging, manuals, registration cards, accessories and unblemished UPC label if applicable. We reserve the right to not refund shipping charges. We reserve the right to charge up to a 35% restock fee or refuse a return on any product that does not meet these requirements. All returns must also be packed in an outer shipping carton with the RA# written on the shipping label. Please do not write anything on the outer box – only on the label.
Many of our items are offered with free shipping. Please be aware that our actual outbound shipping cost will be deducted from your refund. The Customer is responsible for shipping and handling charges on all returned items.
Last revision 05/13/2018
Overview
We stand behind the products we sell. All our merchandise is brand new in the original manufacturer's packaging and comes with the manufacturer's warranty, unless otherwise posted. Customers are responsible for shipping charges. Items with free shipping are offered for ease and convenience and have a weight/size/distance-based shipping charge imputed into the total cost. All price and payments must be in US currency unless stated on the original invoice. Please understand that all sales are final, with the following exceptions.
Product Warranty
All products we sell are covered solely by the manufacturer's warranty. Warranty information is included with the product and is subject to the conditions set forth by the manufacturer. The manufacturer warrants their products are free from defects in material and workmanship. Repair or replacement may be issued for any product which is found to be defective under the terms of this warranty. In many cases, we are able to diagnose and resolve product concerns over the phone. For more information please call us toll-free (800) 886-4926 or (469) 909-4002.
Money Back Guarantee
If you change your mind about a purchase and the item is not defective and you have not used it, you have 14 days from the date of purchase to email or call us for a return authorization number (RA#). No return will be accepted without a RA#. We will only accept returns for items that are 100% in original, unopened packaging and in re-saleable condition, with all packaging, manuals, registration cards, accessories and unblemished UPC label if applicable. We reserve the right to not refund shipping charges. Items with Free Shipping will have the cost of outbound shipping & handling deducted from the total refund or a 15% restock fee, whichever is greater. We reserve the right to charge an additional restock fee for any items not meeting these requirements. We reserve the right to refuse a return on any product that does not meet these requirements. Money Back Guarantee does not apply to items with “Limited Return Policy” if stated on the original quote or invoice.
Defective Returns
If you receive an item that is damaged or defective, please contact us immediately. Defective returns will be accepted for exchange or repair, at our discretion, within 14 days from the date of purchase. If there is no exchange or repair we have the right to impose a 10% restocking fee, based on the condition of the item returned. We reserve the right that No refunds or credit will be granted after 14 days. The terms of the manufacturer's warranty will still apply.
A product must be diagnosed "defective" by a member of the Technical Support Staff at the manufacturer before we can accept it as a defective return. If an item is claimed to be defective and after testing is found not to be defective, your refund will be reduced by the actual shipping costs we incurred and a restock fee of 15%, based on the condition of the item returned.
Please save all packaging materials until you are confident that your item is not defective. You are responsible for properly and securely packing the returned item to avoid any damage.
Limited Return Policy Items
Some items we offer are sold with a Limited Return Policy. These items include, but are not limited to, special or custom order items, items shipped by your carrier, products where returns are restricted due to health, sanitation and safety guidelines as well as items that are worn, or shock loaded. As a convenience, those items are clearly marked as “Limited Return Items” on the product pages, quotes and original invoices of those items. Items marked with “Limited Return Policy” are subject to the following return policy which is separate from the standard return policy above. We will only accept returns on “Limited Return Policy” items when and if the item is defective.
If you receive an item that is damaged or defective, please contact us immediately. Defective returns will be accepted for exchange or repair, at our discretion, within 14 days from the date of purchase. If there is no exchange or repair we have the right to impose a 20% restocking fee, based on the condition of the item returned. We reserve the right that No refunds or credit will be granted after 14 days. The terms of the manufacturer's warranty will still apply.
A product must be diagnosed "defective" by a member of the Technical Support Staff at the manufacturer before we can accept it as a defective return. If an item is claimed to be defective and after testing is found not to be defective, your refund will be reduced by the actual shipping costs we incurred and a restock fee of 15%, based on the condition of the item returned.
Please save all packaging materials until you are confident that your item is not defective. You are responsible for properly and securely packing the returned item to avoid any damage.
Note: Freight items are shipped via LTL Freight truck and often come on a pallet. Please keep all shipping material until you are sure the item is working correctly. Packaging material may be required to return a freight item. Items returned without complete packaging material may be subject to damage and possibly reduced credit.
Undeliverable, Unauthorized or Refused Returns
Tidal Hardware, LLC will not accept unauthorized returns or exchanges. Packages without a Return Authorization Number may be refused upon return to our warehouse. A minimum of 20% and up to a 35% restocking fee plus any applicable shipping and handling charges may be imposed for refused or undeliverable shipments. Additional charges may apply if the merchandise is not returned in 100% complete condition in the original, unopened packaging.
The quickest way for us to handle a return is for you to accept delivery and then contact us about sending the item back. When you follow this procedure we can credit your account in a few days. If you refuse shipment the product goes back to the delivery company and might not get back to us for 2 or 3 weeks. We cannot process your return until we receive and inspect the product.
Return Instructions
Please call Toll Free at (800) 886-4926 or (469) 909-4002 to obtain a Return Authorization (RA#) number before shipping your product. NO returns of any type will be accepted without an RA number. RA numbers are valid for 14 business days after issue and must be received in our warehouse within 30 days from the date of the invoice.
We are not responsible for lost, stolen, or damaged packages. We strongly recommend that you fully insure your return shipment in case it is lost or damaged and use a carrier that can provide you with proof of delivery for your protection. All authorized returns must include a shipment tracking number. Once the return is processed and approved, a credit to your account or issuance of a check may take up to 14 business days.
Any returns must be 100% complete in original, unopened packaging and in re-saleable condition, with all packaging, manuals, registration cards, accessories and unblemished UPC label if applicable. We reserve the right to not refund shipping charges. We reserve the right to charge up to a 35% restock fee or refuse a return on any product that does not meet these requirements. All returns must also be packed in an outer shipping carton with the RA# written on the shipping label. Please do not write anything on the outer box – only on the label.
Many of our items are offered with free shipping. Please be aware that our actual outbound shipping cost will be deducted from your refund. The Customer is responsible for shipping and handling charges on all returned items.
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