30 Day Returns / Exchanges:
Within 30 days of receipt of your shipment, you may return or exchange any product in its original packaging and in 100% saleable condition for a full refund, less shipping charges and a restocking fee. A 25% restocking fee will be charged on all returned products. Defective merchandise is not subject to restocking fees, so long as the defective product is exchanged for a replacement. (We'll refund the original shipping cost if the return is a result of our error)
The following products are excluded from our return policy and no returns, refunds or exchanges will be made unless damaged in shipping or defective:
- Any item which has been removed from the previous packaging.
- RTEX-04, RTEX-06, RTEX-AB7, RTEX-08, RTEX-11, RTEX-13, RTEX-18, RTEX-24, RTEX-27, RTEX-36.
- Any special ordered item. Including but not limited to commercial electric water heaters which are configured prior to shipment.
No products will be accepted for return more than 30 days after date of purchase. No exceptions. Manufacturer will not accept returns past this date.
We are not able to accept returns on damaged merchandise that was not inspected by the customer at the time of original delivery and not reported or claimed within 48 hours of receipt. If a customer signs for a delivery and does not report any damage to the shipping company or to wholesalewaterheater.com with in that time, then it is the customer's responsibility to file a claim with the shipping company to recoup any damages.
To return any product you must obtain a RGA (Return Goods Authorization) number. To obtain an RGA number and return instructions, please call our customer service department at 248-892-1000 or e-mail to Sales@WholesaleWaterHeater.com. Requests for returns are generally processed within 3-5 business days and you will receive return instructions along with your RGA number.
You can expect a refund in the same form of payment originally used for purchase within approximately 10-20 days of our receiving your return and inspecting the merchandise. All returns and exchanges will be credited less restocking and shipping costs. (*Note: wholesalewaterheater.com is not responsible for return shipping costs on general returns.) If you have not received a credit and it has been longer than 30 days, please give our customer service department a call at 313-626-6800.
If a customer returns a product to us without an RGA number or without setting up a return with us first, no credit or refund will be issued.
Wholesalewaterheater.com is not responsible for return shipping costs on general returns.
To obtain credit, returned product returns must:
- Have a valid RGA (Return Goods Authorization) number.
- Have ALL original packaging.
- Not have packaging that is written on or defaced in any way.
- Be sent back to the correct warehouse.
It is suggested that you repack product in larger box to avoid damage in shipping.
Wrong Products Received
If you are shipped a different product than you ordered, please email us or call us at 313-626-6800 within 48 hours of receiving the product. We will provide an RGA number and instructions on how and where to ship the item back. We will pay for the freight back and ship the correct product freight free of charge.
It is important that you inspect your shipment thoroughly before accepting and signing for your merchandise; after you sign for the merchandise you are responsible for filing all claims with the shipper. Do not assume that your product is not damaged just because the box and packaging is intact. You must check for both internal and external damage before you accept delivery. If you notice your product is damaged, refuse the package and note the damage on the bill of lading. Please call our customer service department immediately at 313-626-6800 and inform us of the damage. After you sign for the package you are responsible for damages. Customers have 72 hours to report any defective or damaged products. Please make sure that you inspect all packages before you sign for them.
Obvious or Concealed Freight Damage
If you receive a shipment from an order that you placed with wholesalewaterheater.com with obvious or concealed freight damage, refuse the shipment and note the damage on the bill of lading. We will then order and ship a replacement for you. We will charge you for the replacement at the originally quoted price and credit you upon the return of the original. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them.
If you fail to report concealed or obvious freight damage to the carrier prior to signing for the shipment, neither you nor we have any recourse.
Please refer to our shipping policy for further information.