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Returns


You may return most new, unused, and undamaged items within 60 days of delivery.



Things to Consider when Requesting a Return:

  • All returns require a Return Merchandise Authorization (RMA) number. This RMA number must be visible on the outside of any packages which are shipped to a PlumberSurplus.com warehouse. Packages without an approved RMA number will be refused. If you need an RMA number, please log into Your Account to request one.

  • Returned items must be in original and complete condition. This means the item must include the original packaging (with an intact UPC barcode), manufacturer documentation such as user manuals or product literature, and any accessories included with the item when it was delivered to you. If the item you return does not meet these standards, your refund will be denied. If your return is denied, you may request to have the item shipped back to you, at your own expense.

  • Unless PlumberSurplus.com issued you a shipping label, we assume no liability for packages lost or damaged in return transit.

Each return has three elements to it: Requesting the RMA, Return Shipping, and Refund or Replacement. Below, we have outlined each of the elements for PlumberSurplus.com's return categories. Feel free to contact our customer service team if you have any questions.

Types of Returns:


I Don't Want the Product Anymore or I want to Exchange the Product

The Product I Recieved is Not the Product I Ordered

The Product is Defective

The Product is Damaged

The Product is Lost in Transit

Frequently Asked Questions about Returns
 

I Don't Want the Product Anymore or I want to Exchange the Product

RMA: You have 60 days from when your item was delivered to request an RMA.

Return Shipping: You are responsible for shipping the item back to a PlumberSurplus.com warehouse via a trackable carrier within 14 days of your RMA being approved. Please email the tracking number for your shipment to returns@PlumberSurplus.com.

Refund or Replacment: If you are exchanging the product, you may order your new product at any time. Once your item has been received and inspected at a PlumberSurplus.com warehouse, you will be issued a refund for the full amount of your item, less any shipping costs which PlumberSurplus.com incurred. This includes any items shipped under our Free Shipping Promotion. If you requested to return the item more than 30 days after it was delievered to you, PlumberSurplus.com will also deduct a 20% restocking fee.

 

The Product I Received is Not the Product I ordered

RMA: You have 60 days from when the item was delivered to request an RMA.

To process your RMA, we will need you to send images of the item which you received to returns@PlumberSurplus.com. Please be sure to include product identifications such as UPC codes and model numbers.

Return Shipping: PlumberSurplus.com will issue you a shipping label to cover the cost of return shipping. All you need to do is drop the package off with the shipper whom the label was issued for.

Refund or Replacment: Once the incorrect product is in transit, PlumberSurplus.com will gladly issue you a full refund or order a replacement product, according to your preference. If you request a refund, your original method of payment will be credited.

 

The Product is Defective

RMA: You have 60 days from when your item was delivered to request an RMA.

Return Shipping: PlumberSurplus.com will issue you a shipping label to cover the cost of return shipping. All you need to do is drop the package off with the shipper whom the label was issued for.

Refund or Replacment: Once the incorrect product is in transit, PlumberSurplus.com will issue you a full refund or order a replacement product, according to your preference. If you request a refund, your original method of payment will be credited.

 

The Product is Damaged

RMA: You have three (3) business days from the delivery of your item to request an RMA. In order to process your RMA, we will need you to send images of the damaged item and packaging to returns@PlumberSurplus.com.

Return Shipping: PlumberSurplus.com does not need you to return damaged items. Please hold onto the damaged unit for 30 days as the carrier may schedule a pick up to inspect the item and package.

Refund or Replacment: Once we have received images of the damaged item and have filed a claim with the shipper, PlumberSurplus.com will issue you a full refund or order a replacement, according to your preference. If you request a refund, your original payment method will be credited.

Special Note Regarding Freight and LTL Shipments: Signing for any freight, oversized product, or LTL deliveries indicates that you accept the product AS IS. This makes it important to always inspect your product before signing for the delivery. If you discover any damage, do not sign for it and refuse the delivery. Freight shipped and oversized products, if signed or accepted for delivery, may not be returned. Any notes left for a carrier, which indicate the carrier should deliver product in your absence, are considered acceptance of delivery, and voids any damage claim. Damage claims for freight, oversized product, and LTL items may take up to two weeks to process.

 

The Product is Lost in Transit

RMA: If your item has been lost in transit, please do not request an RMA. Rather, contact the PlumberSurplus.com customer service team as soon as possible.

Return Shipping: PlumberSurplus.com will file a claim with UPS. If UPS is able to locate your item, they will ship it directly to you. Please note that it may take UPS up to five business days to locate your package.

Refund or Replacment: If UPS is unable to locate your package, PlumberSurplus.com will issue you a full refund or order a replacement product, according to your preference. If you request a refund, your original method of payment will be credited.

 

Frequently Asked Questions about Returns

I have requested an RMA, now what?
Once you have requested an RMA, our returns department will review your request to return the product. If they determine you meet the criteria to return the item, you will receive an email with instructions about how to do so.

I need to return a product from outside the United States, what do I do?
If you ordered a product through International Checkout, your request to return the product will also need to go through International Checkout. For more information on how to contact them, please see our International Checkout page.

When will you order my replacement product?
PlumberSurplus.com does not cross ship items, meaning that we need to process your RMA, and certain conditions must be met, before we will order your replacement item. If you require a replacement to be ordered immediately, you may place a new order through Your Account and request that a refund be issued once your RMA has been processed. Please understand, placing a new order does not guarantee that your RMA will be approved.

Will PlumberSurplus.com refund my Round Up for Charity donation?
No. All monies collected through our Round Up for Charity promotion have been donated to a non-profit organization. We cannot issue a refund for these donations. For information about the Round Up for Charity program, please check out the PlumberSurplus.com Charity page.

Why wasn’t I issued a full refund?
There are two possible answers to this question. If you requested a return for an item which you no longer wanted, or wanted to exchange, you may have had the cost of shipping the item and any applicable restocking fees deducted.

If you requested to return an item because you felt it was an incorrect item or the item was defective, PlumberSurplus.com may have determined that the item you returned was correct or non-defective. You may not have received a full refund because your RMA now reflects that you no longer wanted the product and your refund is subject to any fees associated with that type of return.

I refused delivery of a non-freight product. Why wasn’t I issued a full refund?
Requesting to return a product and refusing delivery are not the same thing. If you refuse delivery of an undamaged item, you will have the cost of shipping the item from our warehouse to you, and back again, deducted from your refund. If you need to return an item to PlumberSurplus.com, it is much better to request an RMA.

Why was my RMA denied?
An RMA may be denied for some of the following reasons, though this is not a complete list:

  • Your request was made after the time allotted for the type of return you requested

  • You installed the product, and it is not defective

  • You paid a price which was quoted specifically for your order

  • You ordered a product marked as non-cancelable or non-returnable

  • You ordered a special order item

If my RMA was denied, is there anything else I can do?
If your RMA was denied by PlumberSurplus.com, you may still be able to contact the product’s manufacturer regarding a return or an applicable warranty. It is your responsibility to contact the manufacturer, PlumberSurplus.com cannot do this on your behalf. Please be prepared to provide the manufacturer with information about the product you purchased, including a receipt, date of purchase, model number, serial number, and/or the manufacturer’s part number.