This page is the only authoritative version of our returns rules. Where any other page, email or product description differs, this one applies.

• Return window30 calendar days from the confirmed delivery date
• AuthorizationRMA required before shipping anything back
• ConditionUnused, complete, original packaging
• Our errorNo fees — we pay the return freight
• Change of mind30% + $25, 50% or 50–99% (see §5)
• Refund timeUp to 4 weeks after we receive the return

You may request a return within 30 calendar days from the date the carrier confirms delivery of your order, using the tracking information for the shipment. That is the only date we use to compute the window.

• Start from delivery, not from purchase. Orders routinely ship within days of purchase but may take longer to arrive, so counting from the purchase date would shorten the period you actually have with the product.
• If delivery was never confirmed (no tracking scan, lost in transit), the window starts from the date we confirmed shipment and runs 30 calendar days.
• Split shipments: each package gets its own 30-day window, counted from the delivery of that specific package.
• Freight and White Glove deliveries: the window starts on the date of the scheduled delivery appointment.
• The request must reach us inside the window. The package itself must be handed to the carrier within 10 calendar days of the RMA being issued, or the authorization expires.

To be accepted, the item must meet all of the following conditions:

• Unused and undamaged. No signs of installation, wear, fuel, oil, coolant or debris. Items that have been installed, plumbed or powered on are not eligible.
• Complete. All accessories, cables, brackets, hardware, remote controls, keys, manuals and documentation that came with it.
• In its original packaging, including the retail box, protective foam or bags, and the outer carton. Write on or remove the original label and the item no longer qualifies.
• With all original tags, seals and stickers attached. Do not tape, label or write on the manufacturer's box.
• Protected for transit. The item must be packed inside a second, shipping-grade outer box. Items sent back in their bare retail packaging will be refused or charged the full cost of the damage.
• Authorized in advance. An RMA number must be obtained before shipping (see §7).
• Purchased in the last 30 days from delivery (§2).
• A US domestic order. International orders are not eligible (§12).

The following are not eligible for return or refund unless they arrive defective, incorrect or damaged in transit:

Fees depend on why the item is coming back. They are calculated on the product value (the merchandise price you paid, excluding taxes and shipping) and are deducted from your refund.

Other amounts that are never refunded

• Outbound shipping charges you paid on the original order, except when the return is caused by our error.
• White Glove and freight upgrade fees, which are third-party services.
• Duties, import taxes and brokerage fees on international shipments.
• Return shipping cost, unless the return is caused by our error.

If the product arrives damaged, defective, incomplete or different from what you ordered, that is our problem to fix — not yours.

1. Report within 48 hours of delivery to customerservices@salestoresusa.com, quoting your order number.
2. Attach photos of the item, the defect or damage, the shipping label and the outer packaging.
3. Keep everything — product, packaging and paperwork — until we tell you the case is closed.
4. Choose a replacement or a full refund. We send a prepaid return label where a return is needed, and cover the return freight.

Never install a damaged item hoping it will work. Installing a damaged product can aggravate the damage and complicate both the carrier claim and the manufacturer warranty.

Every return needs an RMA (Return Merchandise Authorization) number before the package leaves your hands. Without it we cannot receive, identify or refund your return.

1. Request the RMA
   Email customerservices@salestoresusa.com or use our contact form. Include your order number, the item, the reason, and photos if the item is damaged or defective.
2. Receive your RMA and the return address
   We reply within 1 business day with your RMA number, the return address and packing instructions. The address depends on which warehouse supplied the item, so never ship to the corporate office.
3. Pack it properly
   Put the complete item, in its original packaging, inside a shipping-grade outer box with padding on all six sides.
4. Write the RMA where we tell you
   Mark the RMA number on the outside of the shipping box (or write it on the packing slip inside). Never write on, or tape over, the manufacturer's retail box.
5. Ship it back within 10 days
   Use a carrier with tracking. Keep the receipt: you are responsible for the parcel until we receive it, so we strongly recommend insuring it for the full value.
6. We inspect it
   We inspect within 3–5 business days of arrival and either approve the refund or email you with the reason and photos if something is missing or used.

• Return address: provided with your RMA. It is one of our warehouse locations, not the corporate office at 3910 Pembroke Rd.
• Carrier: your choice, as long as it is tracked. We cannot trace a parcel with no tracking number, and we cannot refund a return we never received.
• Insurance: recommended for anything over $100. If the return is lost in transit and it was not insured, the loss is yours.
• Do not use cash on delivery or any service requiring a signature or payment on our side; those parcels are refused.
• Prepaid labels: when the return is our error we email a prepaid label. Do not buy your own label before checking with us — we cannot reimburse labels we did not authorize in advance.
• All items are inspected on arrival. Items that arrive used, incomplete or damaged by poor packing may be returned to you at your cost or refunded at a reduced amount, with photos of the condition.

Refunds are issued to the original payment method only — we cannot refund a different card, a different person, or by cash.

You will normally see your refund within 4 weeks of handing the parcel to the carrier. That window breaks down as:

• We email you the moment the refund is issued, with the amount and the fees deducted, itemised.
• Card issuers and PayPal control the final posting time; we cannot accelerate it.
• For partially approved returns, we refund the approved portion and explain the deduction with photos.
• Refunds are issued in US dollars. Currency conversion losses and bank fees on international cards are not refundable.

Replacement or exchange

A replacement is offered only for defective, incorrect or transit-damaged items. We ship the replacement once we receive, or in most cases receive photos of, the original item.

Manufacturer warranty

Many products carry a manufacturer's warranty. Warranty service is not the same as a return:

• Warranty coverage, duration and exclusions are set by the manufacturer, not by us, and are documented in the box or on their website.
• Warranty claims are usually handled directly between you and the manufacturer or its authorised service network. We can help you reach the right contact.
• Warranty service may take the form of repair, replacement or a prorated credit — at the manufacturer's discretion, not ours.
• Extended warranty and service plans, where offered, are products of a third-party provider and are governed exclusively by that provider's terms. We are not the administrator, insurer or guarantor of those plans.
• The 30-day return window is separate from any warranty period; the two do not extend each other.

• Before the order is processed (§2 of the Shipping Policy): email us as soon as possible and we will cancel and refund in full. We will confirm by email; a cancellation is only valid once we confirm it.
• Once the order has been released to the warehouse it usually cannot be stopped, because many orders go straight to the supplier. It then follows the normal returns process, including any applicable fees.
• Custom and built-to-order items cannot be cancelled once production has started.
• Refusing a delivery is not a cancellation: the parcel comes back to us as an authorised return with the fees in §5, and the carrier's return freight is deducted.

The only remedies available on an international order are for items that arrive defective, incorrect or damaged in transit, reported within 48 hours with photos per §6. For those cases we will send a replacement part or item, issue a partial or full refund, or make another arrangement — whichever resolves the problem. Physical returns from abroad are not authorised because return freight, duties and re-import costs generally exceed the value of the goods.

Customs duties, import taxes, brokerage charges and any costs of a parcel refused or abandoned at customs are never refundable.

If a refund is late, a fee seems wrong, or a return is refused, please contact us first — almost every case is resolved at this stage:

1. Write to customer service
   Email customerservices@salestoresusa.com with your order number and RMA. We reply within 1 business day.
2. Ask for a review
   If you disagree with our decision, reply asking for a supervisor's review. We re-examine the photos, the carrier claim and the warehouse notes.
3. Escalate in writing
   If we still disagree, write to info@salestoresusa.com with "Formal complaint" in the subject line. We respond within 10 business days.

Nothing in this policy limits any right you have under consumer protection law that cannot legally be waived, including your right to dispute a charge with your card issuer or to contact your state or national consumer authority.