Terms and Conditions
General Returns Policy
You may return new and unopened products sold by Wasserstrom.com within 30 days of delivery for a full refund. All products require prior authorization from Wasserstrom before they can be returned. We will also pay the return shipping costs if the return is a result of our error (e.g. we shipped you the wrong product or we shipped you more than you ordered). Products being returned due to a customer error in ordering or handling will be subject to a restocking fee and freight charge. Read our full General Returns Policy for information on exchanges, and for further details and policy exceptions.
You should expect to receive your refund upon receipt of the product in our distribution center; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we've received it, and the time it takes your bank to process our refund request.
Products That Are Not Returnable
wasserstrom.com DOES NOT accept returns of the following products:
- Products from orders older than 30 days.
- Custom products. This would be product that were customized when ordered, such as logoed products
- Grocery or perishable products.
- Products that have obvious signs of use.
- Any product not returned in the condition it was received.
- Any product not in the original manufacturer's packaging.
Partial Refunds will be issued for the following products:
- Most products that are returned without prior authorization.
- Special ordered products, which are subject to any restocking fees assessed by the manufacturers. Items returned under the manufacturer's warranty will be subject to the condition of the warranty. Special ordered products are coded as Factory Shipped when placing your order.
Exchanges & Warranties
If you received a faulty product that is not functioning properly and need to exchange it for the same product, fill out the return request form and Customer Service will call or email you with authorization. In the appropriate box on the Return Form, indicate the reason for the return. Once Customer Service responds with a Return Authorization number, you will be able to send it back for a refund. You can then place another order for the product you wish to purchase online or contact Customer Service to have them place the new order. The returned product must be in good and sellable condition. If the product is used and faulty, we will contact the manufacturer to verify the conditions of the warranty. Wasserstrom will only honor the manufacturer's warranty.
Large Products Shipped By Specialty Carriers
We are happy to accept returns for larger products that are shipped via our LTL (Less than Load) Common carriers. These items do require a special type of return and cannot be returned through a parcel carrier like UPS or FedEx. If you need to return a product shipped via an LTL carrier, complete a return request form and Customer Service will call or email you with authorization. We will follow up with instructions for returning the product. Note: Returns that are not the result of our error will be subject to a restocking fee and return shipping fee which will be deducted from the refund.
Using our Return Mailing Label
Customer Service will issue these return labels through the carrier and they will bring them when they arrive to pick up the product. The return mailing labels are valid only for returns shipped within the U.S.
Each return mailing label is coded for a specific shipment. Please do not include products from other orders, or from other shipments from the same order, in the same box, or you may not receive the correct refund. Each shipment must be returned using a separate mailing label. If you use this mailing label and the return is a result of our error (e.g. you received an incorrect or defective item, etc.), we will pay the return shipping costs.
Errors made by the customer will be responsible for returning the product and paying for any freight charges.