Terms and Conditions
You may return new and unopened items sold by Wasserstrom.com within 30 days of delivery. All items 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. you received an incorrect or defective item, etc.). Items being returned due to a customer error in ordering or handling will be subject to a restocking fee of 20% 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 (5 to 10 business days), the time it takes us to process your return once we've received it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We will notify you via email of your refund once we've received and processed the returned item.
Damages / Shortages
IMPORTANT! - Inspect all packages for damage or shortages immediately upon delivery. In the event that there is either visible or concealed damage, simply accept the package, but have a notation made on the carrier delivery receipt. In order to file a damage claim, our Customer Service department must then be contacted within 48 hrs.
NOTE - The carriers require that the original box and packaging material be retained. No claim can be filed without them.
Items That Are Not Returnable
wasserstrom.com DOES NOT accept returns of the following items:
- Items from orders that are over 30 days from the invoice or delivery date.
- Hazardous items that are gas-powered or contain flammable liquids. These items will say "This item cannot be returned" on their product detail page.
- Custom merchandise.
- Grocery or perishable products.
- Items that have obvious signs of use.
- Any item not returned in the condition it was received.
- Any item not in the original manufacturer's packaging.
Partial Refunds will be issued for the following items:
- Most items that are returned without prior authorization.
- Special ordered items, 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.
Exchanges & Warranties
If you received a faulty item and need to exchange it for the same item, 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. If you would like to exchange an item for a different one, please return the original item and you will be refunded your original purchase price once we receive the item. Then place another order for the item you wish to purchase or contact Customer Service to have them place the new order. The returned product must be in good and sellable condition. If the item 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 Items Shipped By Specialty Carriers
We are happy to accept returns for large items that are shipped via our LTL (Less than Load) Common carriers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item 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 item. 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
The return mailing labels obtained from our Customer Service department are valid only for returns shipped within the U.S.
Each return mailing label is coded for a specific shipment. Please do not include items 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.
If you use this mailing label and the return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.