Damaged, Wrong Item(s), and Defective Merchandise Policy
It is very important that you confirm the product is received undamaged, from shipment, and is the correct item. To do so, please examine the shipping box and all contents immediately upon receipt for any signs of damage, wrong item(s) or defective product(s). All claims must be initiated within 5 business days of delivery. Please e-mail us at firstname.lastname@example.org so that we can initiate the process.
Defective/damaged merchandise can ONLY be replaced. We cannot issue full refund for merchandise that arrives damaged, wrong item(s), or defective and you don't want the merchandise any longer. If merchandise arrives that is incorrect, defective, or damaged we will gladly replace it at NO charge to you (including return shipping charges) by issuing you a UPS Pre-Paid Label. The Pre-Paid label must be used for replacement of the same item that was damaged, incorrectly sent, or defective NOT for refund or replacement of a different item.If you want a refund for a received item regardless if it was received damaged, incorrectly, or defective you will have to follow our return policy stated below.
Return Policy for Refund
Notify us by e-mail of your desire to return for REFUND your purchase at email@example.com. We will issue you a return authorization number and email you our return address, Please do not return the item to the original address that it was shipped from. You can return items in only new condition within 30 days and we will refund your money or exchange the item subject to return policy below. No refunds or exchanges on items that packaging has been opened and cannot be resold as new. We will issue refunds for the product only. Items purchased originally with Free Shipping will have actual shipping charges deducted from the refund in addition to a 10% or $5 restocking fee, whichever is larger, on all merchandise returned. Furthermore, if any order is refused by the customer, return shipping charges will be charged to the customer.
Why Do We Charge A Restocking Fee? The Restocking Fee helps reduce the "lending library" effect where some people "buy" things just to try them with no intention of keeping the item. If we send the wrong item, as compared to our website listing, we will waive the restocking fee.
Customers will incur the expense for returning the item. We do not reimburse shipping charges. We do not issue Pre-Paid Shipping Labels to return merchandise that is being sent back to us for a refund.
Usually there is no refunds or exchanges for items in the categories below. DEFECTIVE EQUIPMENT IS REPAIRED - NOT RETURNED! Due to the nature of these products, on-site repair by the customer and/or taking the item to local service center might be required. In most cases, defective/damaged/missing parts will be mailed to the customer to be repaired by the customer on-site by the manufacturer or by us. Please contact us for details.
· OUTDOOR EQUIPMENT AND POWER TOOLS
· OUTDOOR LIVING AND FURNITURE
· HEATERS AND COOLING SUPPLIES
· BAR-A-QUES GRILLS
· GAS-POWERED ITEMS
· OVERSIZE ITEMS & ITEMS 50 LBS. & OVER
· ITEMS THAT REQURE SPECIAL DELIVERY
Still Have Questions? Contact Customer Service
For questions regarding products, order delivery, or returns, please contact Grady’s Hardware Customer Service:
firstname.lastname@example.org Phone: (763)-390-7052