Our policy on returned products:
If we made a mistake and shipped you the wrong product, we will pay the freight to have the wrong product picked up (by issuing a call tag) and ship you the correct product. We will pay the freight for re-shipment as well as the pick up. If the mistakenly shipped product is a product you can use (and you would like to keep it), we will ship you the correct product and be genuinely grateful that it worked out so well.
If we wrote or typed up your order incorrectly, handled the same as above.
If a customer accidentally orders the wrong part, we ask that you notify us within 10 days from delivery (30 days maximum). We will issue a RA# and you may return the product to us. There will be *NO RESTOCKING FEE, as long as you re-order a correct part and it is of equal freight value. We will not pay the freight on the re-shipment since we already paid the freight originally. The 2 exceptions to our NO-RESTOCKING FEE policy are the following: (1) If the freight that we paid on the original product that was returned is more than $10.00 and you do not re-order a replacement part that is of equal freight value. (2) If the part that is returned was a “special order” that is not a common stocking catalog product; usually the part # will have a pre-fix of NS: on these parts. In these instances, we may pass on the re-stocking fee that we will be charged.
Shorted or missing parts, we ask you to ask yourself the following questions:
(1) did I receive all the boxes in this shipment? often there is one box that will straggle-in a day or two later. Your box should be marked “1 of 2, 2 of 2” if there were 2 boxes. (2) did I open the package myself, or did someone else in the organization originally open the box? (3) did anyone else have access to this package before I checked it against the packing slip? (4) did I receive extra of anything else? (5) was the box damaged or torn open and resealed during delivery. NOTE: All boxes are weighed before they leave our warehouse.
If a product is received damaged, we ask that you notify us ASAP. If you are there when they try to deliver, and it is obvious that the package is damaged, either refuse the damaged box or make a note next to your signature that the box was received damaged. If UPS just drops off the box and you were not there to inspect the package, notify the UPS driver (the very next business day) that they delivered a damaged box. This way we can get reimbursed for the damaged product. In the event that any of the products inside the box are damaged, but the outside of the box is still in tact, notify us immediately so we can get you replacement parts shipped as soon as possible.
If a product is damaged in use, we rely on common sense and reason to fairly rectify the matter. There are very few products that will never fail. Our line consists of many specialty drill bits that have a varying life span depending on the user and the specific application. Many products have a manufacturers warranty that will be instituted. Other parts may not have a specific warranty. If it is apparent that the product failed, do to quality in workmanship , we will often replace the part for good business relations. It becomes a gray area when: (1) the product was misused or used in an improper application. (2) we offer more than one style of product and the customer chooses a style they are not used to causing premature breakage. (3) it is the nature of that product to break, before it wears out. (4) the product was ordered so long ago that it is difficult to determine it's origin.
If there is a miscommunication on an order that was taken verbally, we do our best to apply common sense and reason in resolving the matter. If it appears that oneof the two parties holds a larger percentage of the responsibility for error, we feel thatcommon sense would have that party handle the return. If it is unclear or too close to call, we give the benefit of the doubt to the customer and assume responsibility for the error. We do everything possible to make sure there is never a dispute over any product obtained from Service Warehouse. We appreciate your support of our common sense approach to return policies. NOTE: The above policies are for companies and institutions that have set up an account with The Service Warehouse and plan on doing at least $600.00 annually. One time purchases by sub contractors or individual users will be subject to re-stocking fees and/or pre-paid freight reimbursements on returned goods. While we welcome business from a wide variety of clientele, we do reserve the right to not process orders from non-business entities.
