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Returns

PlumbingDirect.com is the best place to buy products online. We stand behind what we sell and guarantee your satisfaction with every order.

PlumbingDirect.com promises to deliver high-quality products, in excellent condition, to your door. If, for any reason you’re not completely satisfied with your purchase, please contact our customer service team to begin the return process.
 

General Returns
We can process general returns and refunds only for items purchased from PlumbingDirect.com or one of its affiliates. To set up a general return online you can visit our returns tool here. All general returns must be set up within 30 days from the day you receive your product. To receive a refund, please make sure of the following:

• All returned merchandise must be in resalable condition
• The product must be free from scratches and/or defects
• All merchandise cannot have been installed
• You must have the original packaging for the item
• There cannot be any writing or labels on the packaging for the item
• Packages must be sent back by customer via a traceable source, such as FedEx or UPS. Please do not use USPS
• All items must be returned with their assigned return authorization (RGA) number. Items returned without an RGA number may delay credit

You can also cancel items that have not been shipped yet. To cancel an order that has not yet shipped, please call our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return.

Defective Returns

We can process defective returns and refunds only for items purchased from PlumbingDirect.com or one of its affiliates. To set up a defective return online you can visit our returns tool here. All defective returns must be set up within 60 days from the day you receive your product. There are no restocking fees on defective returns.

Returns from Canada

Setting up returns for our neighbors to the North is also easily accomplished. Just keep in mind the following:

• Shipping charges are not refundable unless the product you’re returning is defective or damaged
• Taxes and duties on Canadian shipments are fully refundable
• The customer is responsible for including all necessary return documents with the return shipment or they may be charged taxes or duties so that we can re-import the item back to the United States
• Returns for Canadian customers may take an additional 3-5 business days to process beyond the time for domestic returns

Need to setup a return? Click here to log into your account and setup your return online 24/7!

NOTE: We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition, we are not responsible for lost shipments. You must contact us to file a lost shipment freight claim with the respective shipper.

What to Expect

After setting up your return, your return request is processed with our warehouse. An RGA number will be issued to you via email (usually within 3-5 days) along with an address to ship the product(s) back to. Defective returns will include a link to a prepaid FedEx label with the correct shipping address back to us. This email will also include all instructions on how to properly package your return. Please make sure your RGA number is clearly written on the outside of your package, not the product box. When the return is received at our warehouse, it’s opened and inspected to make sure the proper products were received and that everything is in resalable condition with no marks on the box. After that, the product is placed back into inventory.

The warehouse then fills out the necessary paperwork and issues credit via the method you paid on the order. Due to the inspection process and shipping times, please allow 7-10 business days for your credit to be applied. If you paid by check, please allow an additional 14 days for delivery of check via USPS.

Helpful Hint: To help expedite the credit to your account, please send return tracking information to our customer service department.

Exceptions

Some items PlumbingDirect.com sells are not available in our web catalog but can be purchased by phone. If you purchase a special order item by contacting or calling our toll-free number it may not be returnable or may be subject to a restocking fee. When you call, a sales associate will notify you of any applicable return charges. If defective, you may only exchange these items for the same product. Please call our customer service number if you are uncertain about any part of this return policy or if you have unanswered questions.

Cancellations

To request cancellation, please contact our customer service staff as soon as possible. As long as the order has not been assigned to a warehouse for shipping, it can be cancelled. Once we receive your request for cancellation, it is passed on to our Distribution Center which then notifies us if the order has been cancelled.

After confirmation of cancellation from our Distribution Center, your order will be cancelled and you’ll receive an email confirmation. A credit will be posted to your account within three business days.

If we are unable to cancel your order, a Customer Service Representative will contact you. Please see our return policy if you would like to return your merchandise.

Refunds

We will notify you via email of your refund once we have received and processed the returned item. Please note: We will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 7-10 business days for processing. Refunds will be credited to the original purchasing credit card account number only.

If you paid by check please allow an additional 14 days for delivery of check via USPS.

Helpful Hint: To help expedite the credit to your account, please send return tracking information to our customer service department.

To begin processing a return, please visit our customer service department.