Return Policy

Requesting an RMA Number

A return merchandise authorization (RMA) should always be requested prior to returning an item for any reason. All return requests must be submitted within 30 days of the order delivery date.  Receiving an RMA number does not guarantee that the return/exchange process is complete. All returns are subject to final inspection by our Returns Department. To request an RMA number:

Log in to your account on our website - http://www.mrsupply.com
Access your order history via the Order Status link at the bottom of our webpage under the column labeled My Account.
Find the order that you will be requesting an RMA number for, and click the Returns link at the far right.
On the following Returns page, press the New Request button and fill in the appropriate information on the form. Please ensure a Request Type as well as a Reason is selected and completed.  You may leave any additional information in the customer note.
Once the form is completed and submitted, you will be given your RMA number. A confirmation e-mail will be sent with return directions.

Pack the items securely, either in the original packing material the order was received in or repackaged appropriately.

Any type of non-stock merchandise (e.g. lighting fixtures, trims) that we need to special order from the manufacturer are non-returnable.  Please confirm with us prior to ordering whether the items can be returned.

Items must be returned in NEW condition, unused, untested, and 100% resalable.  They must be in their original manufacturer packing, with all contents of the original package such as any literature or accessories if applicable.

 

Non-Defective Returns

"Non-defective" item means ;

• Any item that is changed or cancelled after it has already shipped, or partially shipped, regardless of whether the delivery is refused.
• Any item that has not been opened.
• Any item that customer refused delivery, except shipping damages.

Non-defective item returns are subject to a restocking fee of 15% per order, except in cases of a shipping error or shipping damage. However, the restocking fee may be waived if a replacement order is submitted at our online store at the time of return, not necessarily for the same item, quantity, or total.

For non-defective exchanges, a new order must be placed for the exchanged products first, before receiving your non-defective return. Please submit your RMA referencing your new order number. A full credit will be processed upon receipt.

All non-defective returns must be returned to us with the shipping fee pre-paid by the customer.

 

Defective, Wrong Shipped, and Damaged Items

"Defective" items are defined as:

• Items that have an originally manufactured flaw. The flaw existed prior to shipment and was not created during transit.

Please contact us to report the defective or wrong shipped items within the first 30 days of delivery. Upon receipt and inspection, if the item is determined to be defective or wrong shipped, defective items can either be exchanged for the same non-defective item, or a refund can be issued to the payment method on the order. Wrong shipped items can only be exchanged for the same non-defective item.

We will provide a prepaid label to return ONLY defective or wrong shipped products. Please contact us with your RMA number for further assistance.

If the item is found in normal condition or the damages are the result of the customer's improper use or mishandling, the item will be considered non-defective. The RMA will be declined and the item shipped back to the customer at the customer's expense or the item can be disposed of.

Shipping Damage and Claims

Should your package or order arrived damaged, please notify us within 2 business days of receiving the delivery, and please describe the damages to the product. The package must be received and inspected, and should not be refused for any reason. Photo evidence may be required to document damage to the shipping container and/or product.

As the shipper, a damage claim will be filed on behalf of the customer, and arrangements will be made for a replacement at no additional charge or shipping, or a refund will be processed based on the customer's request and assessment of the damages.

If your package is not received within 1 business day of the expected delivery date per your tracking information, please advise us of the error. Notifying the carrier of the mis-delivery as soon as possible so that they can begin tracing the package will help expedite the investigation. Delay may result in prolonging delivery of your order, as the tracing process can take up to 7-10 business days to complete.

 

Refunds

• All refunds will be issued in the form of payment originally used to pay for the order.
• To qualify for a refund, our Return Conditions and Return and Exchange Instructions must be followed.

Refunds are not issued before the merchandise has been received, evaluated and processed by our Customer Return Care Department. Please allow approximately 5 business days for your return to be processed once it has arrived at the warehouse.