1. Returns & Refunds Policy overview
This Returns & Refunds Policy applies to purchases through ReachSupplyCo.com, the REACH Supply U.S. storefront. It covers voluntary returns, cancellations, shipping problems and refunds. The seller is identified at checkout and on the order confirmation or invoice; a supplier or warehouse fulfilling the order does not take over that seller’s legal responsibilities.
This policy forms part of the Terms & Conditions. Product-specific restrictions and any accepted quotation terms must be disclosed at the time required by law.
An ordinary change-of-mind or ordering-error return is different from a remedy for a defective, unsafe, misdescribed, undelivered or incorrectly supplied product. For product coverage and claims, read Warranty Information.
2. Choose the right route
Use Returns & Warranty Requests to request an ordinary return or report damage, missing items, an incorrect item, a delivery problem or a suspected defect. For account, billing or other questions, start with the Support Center.
Read the return and refund rules below before shipping an item. For warranty coverage, evidence, diagnosis and remedies, read Warranty Information.
3. Return request window
Request a voluntary return of an eligible non-defective product within 14 calendar days after delivery, unless a different lawful period was disclosed and accepted for the product or order.
A timely request does not itself approve the return. The item must meet the eligibility conditions. Once authorized, ship it within the deadline stated in the written instructions, generally 10 calendar days after authorization.
Return instructions cannot retrospectively shorten an agreed eligibility period or a statutory right. The 14-day program does not limit a remedy for defects, non-delivery, statutory cancellation or another protected issue.
5. Use only the authorized return location
Products may be fulfilled by different warehouses, distributors, manufacturers, suppliers, or service providers. The correct return location may differ from the sender address, billing address, website contact information, carrier label, packing slip, or original shipping location.
Do not return a product to a REACH Supply office, supplier, manufacturer, warehouse, fulfillment location, or address printed on a package unless written instructions specifically direct you there.
To the fullest extent permitted by law, REACH Supply is not responsible for delay, loss, refusal, or additional costs caused by sending a product to an unauthorized or incorrect location. This does not apply when the customer reasonably follows incorrect written instructions issued by REACH Supply.
6. Condition required for an ordinary return
To qualify for a voluntary change-of-mind, excess-quantity, or incorrectly ordered return, the product generally must be:
- new, unused, uninstalled, unpowered, unprogrammed, and unmodified;
- complete with every component, accessory, manual, insert, label, seal, protective material, and promotional item originally supplied;
- in its original manufacturer packaging and shipping protection;
- free from writing, labels, tape, shipping marks, damage, dirt, odors, wear, or defacement;
- in resalable condition, as reasonably determined during inspection; and
- accompanied by the required authorization and order documentation.
Opening an outer shipping carton for reasonable inspection does not by itself make a product ineligible. Opening or removing a manufacturer seal, antistatic bag, software seal, security seal, or retail package may affect voluntary-return eligibility where integrity, authenticity, safety, licensing, or resale condition can no longer be verified.
Packaging restrictions for voluntary returns do not eliminate rights that may apply when the product is defective, misdescribed, damaged before delivery, or incorrectly supplied.
7. Products ineligible for voluntary return
Except where REACH Supply confirms otherwise in writing or applicable law provides a remedy, the following may be final sale or ineligible for voluntary ordinary return:
- products installed, connected, energized, used, programmed, registered, activated, paired, configured, modified, repaired, altered, cut, drilled, painted, keyed, engraved, duplicated, assembled, or customer-damaged;
- special-order, factory-order, sourced-on-request, custom, made-to-order, configured, programmed, keyed, cut-to-length, or customer-specific products;
- opened electrical, electronic, control, ignition, sensor, board, module, relay, switch, security, access-control, CCTV, networking, software, licensing, or data-bearing products where return integrity cannot reasonably be verified;
- chemicals, cleaners, adhesives, lubricants, refrigerants, gases, hazardous or regulated goods, batteries, filters, consumables, personal-protection products, hygiene products, or limited-shelf-life products;
- software, digital products, license keys, subscriptions, downloads, activation codes, training, and completed service fees;
- clearance, liquidation, obsolete, discontinued, final-sale, as-is, open-box, or specially discounted products identified as restricted before purchase;
- products missing serial labels, identification labels, warranty labels, accessories, documentation, or original packaging;
- products damaged through incorrect selection, storage, handling, installation, voltage, use, maintenance, modification, removal, or return packaging; and
- products clearly identified as non-returnable on the product page, quotation, invoice, order confirmation, or written communication before acceptance.
A final-sale or voluntary-return restriction does not remove rights relating to defects, misdescription, safety, non-delivery, or another matter for which applicable law provides a remedy.
8. Electrical, electronic, security, and control products
Electrical and electronic products are sensitive to installation damage, electrostatic discharge, incorrect voltage, miswiring, programming, configuration, contamination, substitution, and hidden use.
For a voluntary non-defective return, these products generally must remain unopened in original manufacturer packaging unless REACH Supply confirms otherwise.
If packaging was opened, the product may be ineligible for ordinary return and may require technical evaluation or the applicable warranty process. Opening, installing, or testing does not automatically eliminate a mandatory remedy for a proven defect or another non-waivable right.
9. Special, custom, and sourced-on-request orders
A product may be considered special order based on normal stocking status, quantity, configuration, supplier requirements, manufacture-to-order status, customer specifications, or the fact that it was specifically sourced or allocated for the customer.
Special and custom orders normally cannot be cancelled or voluntarily returned after sourcing, allocation, manufacturing, programming, cutting, keying, customization, or supplier commitment has begun, provided the restriction was disclosed as required.
If a supplier or manufacturer accepts a special-order return as an exception, disclosed supplier charges, non-refundable costs, return freight, duties, brokerage, handling, and restocking charges may be deducted where permitted.
These restrictions do not eliminate remedies for products that are defective, materially misdescribed, incorrectly supplied, or otherwise protected by mandatory law.
10. Incorrectly ordered or incompatible parts
The customer is responsible for confirming the correct model number, serial number, part number, revision, dimensions, voltage, connectors, intended application, and other compatibility requirements before ordering.
A product ordered incorrectly by the customer is not defective or incorrectly shipped. If it remains eligible for voluntary return, the customer is responsible for return shipping and any disclosed restocking or handling charge.
Compatibility assistance is based on information supplied by the customer and information reasonably available to REACH Supply. It is not an unconditional guarantee where the model, serial, revision, application, or other information was incomplete or inaccurate.
If REACH Supply recommends a product based on complete and accurate information and the recommendation is materially incorrect, contact us so the matter can be reviewed as a possible REACH Supply error.
11. Wrong item, shipping damage, or shortage
Inspect the shipment promptly. Contact REACH Supply as soon as possible and preferably within 48 hours after delivery if the product differs from the order, the shipment is visibly damaged, an item or component is missing, or the quantity is incorrect.
Keep the product, outer carton, internal packaging, labels, packing documents, pallet, and related materials. We may require photographs, serial numbers, model information, a signed statement, carrier inspection, or return of the shipment.
Do not install, use, modify, discard, repair, program, or continue handling an allegedly incorrect or damaged product unless authorized or immediate action is reasonably necessary for safety.
If REACH Supply or the fulfilling location made the error, we will provide an appropriate remedy and cover reasonable authorized return shipping. The 48-hour request helps preserve evidence and carrier or supplier claim rights; it does not remove a non-waivable legal right.
12. Defective products and warranty claims
A suspected defect is different from an ordinary return. The voluntary-return window and packaging restrictions do not determine whether a product is covered by a written warranty or a mandatory legal remedy.
Read Warranty Information for coverage, evidence, diagnosis, manufacturer procedures, exclusions, available remedies and related costs.
To report a suspected defect, keep the item and relevant evidence and use Returns & Warranty Requests. Wait for written shipping instructions, unless safety instructions or applicable law require a different action.
13. Return shipping costs
For a voluntary ordinary return, customer ordering error, compatibility error, excess quantity, or another reason not caused by REACH Supply, the customer is responsible for return shipping, insurance, brokerage, duties, packaging, carrier, and related costs.
If REACH Supply provides a prepaid label for convenience, the disclosed label cost and carrier adjustments may be deducted from the refund where permitted.
REACH Supply will cover reasonable authorized return shipping when REACH Supply or its fulfillment location supplied the wrong product, the product arrived damaged, or applicable law otherwise requires the seller to bear the cost.
Collect-on-delivery, postage-due, and unauthorized freight shipments will not be accepted.
14. Packing and responsibility during return transit
Follow the packing and carrier instructions in the return authorization. Products must be protected with an outer shipping carton and appropriate cushioning. Do not place shipping labels, tape, or writing directly on manufacturer packaging.
For a customer-funded return, use a traceable service with appropriate insurance. The customer bears risk of loss or damage caused by inadequate packaging or failure to follow authorized instructions, except where applicable law provides otherwise.
Where REACH Supply provides the required prepaid label and the customer reasonably follows the instructions, responsibility for return transit will be determined by applicable law and carrier arrangements.
15. Restocking fees and other deductions
An eligible non-defective voluntary return may have a disclosed restocking fee of up to 35% of the product price, depending on the product, order and accepted return conditions. This is not an automatic deduction from every return.
The fee or calculation method must be disclosed before purchase where required. Return authorization confirms applicable charges; it does not introduce a new charge after the sale. A different fee for an exceptional, special, commercial, freight or custom return requires the applicable lawful disclosure and agreement.
Other reasonable deductions may cover disclosed non-refundable shipping, a convenience return label, missing contents, customer-caused damage, reduced resale value or promotion adjustments. We will explain the basis and will not recover the same cost twice.
No restocking fee is charged solely because of verified REACH Supply error, verified shipping damage, or a defect or non-conformity for which a legal remedy is required. Mandatory refund and return-cost rules take priority.
16. Inspection and return acceptance
Returns are subject to receipt, verification, and reasonable inspection by REACH Supply or the authorized warehouse, supplier, manufacturer, warranty provider, or fulfillment location.
Inspection may confirm identity, serial number, quantity, condition, completeness, packaging, use, installation, programming, tampering, damage, claim reason, and compliance with the authorization.
A voluntary return may be refused, partially credited, reclassified as a warranty claim, or returned to the customer if it does not match the authorization or policy. The customer may be responsible for disclosed and legally permitted return-to-customer, disposal, or storage costs.
17. Refund method and timing
For an approved voluntary return, inspection is normally completed before the refund is issued. After approval, REACH Supply generally initiates the refund within 10 business days. Your financial institution may need additional time to post the credit.
Refunds normally go to the original payment method, including applicable refundable tax. An agreed lawful alternative may be necessary when that method is unavailable or the original transaction used promotional or account credit. Store credit does not replace a monetary refund required by law.
Original shipping and completed special services are generally non-refundable for a voluntary return, except where seller error occurred, the service was not provided or law requires a refund. An uncaptured payment authorization is released or voided rather than refunded; the bank controls when its hold disappears.
Legally required refunds follow the legal deadline, not the voluntary 10-business-day target. This includes refunds required by the FTC merchandise-order rule. They are not postponed until supplier reimbursement, a carrier investigation or ordinary return approval is complete. See shipment delays and cancellation rights.
18. Exchanges and replacements
Exchange and replacement availability depends on inventory, supplier approval, manufacturer procedures, payment status, claim reason, and applicable law.
REACH Supply may require the original product to be received and inspected before a replacement is shipped, except where law requires another process. An advance replacement may require a new payment authorization or deposit.
Where practical, REACH Supply may process a refund and ask the customer to place a new order rather than process a direct exchange.
19. Order cancellations
Request an ordinary cancellation promptly through the Support Center or by email. A voluntary cancellation is confirmed when REACH Supply accepts it in writing. Supplier commitment, customization, packing or dispatch can make a voluntary cancellation unavailable.
Those operational limits do not override a statutory cancellation right. Where the FTC merchandise-order rule applies and an order cannot ship on time, the required delay notice, consent and refund process applies. See Shipping & Delivery.
A statutory notice may use any method permitted by law. A customer does not need portal approval or completion of a carrier trace to exercise a time-limited legal right.
20. Refused, unclaimed, and undeliverable orders
Refusing delivery, failing to collect an order, declining charges, or allowing an order to be returned as undeliverable does not itself constitute an approved voluntary cancellation or return.
After receipt and inspection, any available credit will be calculated under this policy. Reasonable original shipping, return freight, carrier fees, address-correction charges, storage, handling, customer-caused damage, and disclosed restocking fees may be deducted where legally permitted.
This section does not limit a cancellation or refund right arising from unlawful delay, non-delivery, seller error, or another matter covered by mandatory law. See Shipping & Delivery.
21. Freight, oversized, fragile, and restricted products
Freight, palletized, oversized, overweight, unusually fragile, hazardous, or restricted products may have special return requirements and may be ineligible for voluntary return once dispatched where disclosed and legally permitted.
An approved return may require insured freight, palletization, dangerous-goods compliance, appointments, loading equipment, or a specific carrier. Freight and accessorial charges are generally non-refundable after performance, except where caused by seller error or required by law.
22. Core returns and refundable deposits
Some remanufactured or exchange products include a core deposit or require return of the original component. Core eligibility, deadline, condition, documentation, packaging, and shipping instructions are product-specific.
A core credit is not final until the correct core is received and accepted. Incorrect, incomplete, disassembled, customer-damaged, contaminated, late, or non-rebuildable cores may receive reduced or no credit, subject to disclosed terms and law.
23. Bundles, promotions, free items, and account credits
If a returned product was purchased as part of a bundle, quantity discount, promotion, free-shipping offer, rebate, free-item offer, or account-specific arrangement, the refund may be reasonably recalculated based on products kept and disclosed offer terms.
Free or promotional products associated with the returned item must also be returned in eligible condition or their disclosed or reasonable value may be deducted where permitted.
24. Trade, wholesale, commercial, and business orders
Trade, wholesale, commercial, institutional, government, export, and other business purchases may be subject to stricter return terms, shorter deadlines, supplier restrictions, separate account agreements, accepted quotation terms, or final-sale treatment.
Unless a separate written agreement states otherwise, business customers are responsible for confirming quantities, specifications, compatibility, approvals, and project requirements before ordering.
Trade-account approval, pricing, minimum-order rules, quotations, and return terms may differ from consumer terms and may be supplemented by a written agreement.
25. Chargebacks and payment disputes
For a billing concern, contact the Support Center or email [email protected]. Notify your financial institution promptly about an unauthorized transaction. You do not need REACH Supply’s permission to exercise a lawful payment-dispute right.
We may give the payment provider relevant order, delivery, return and communication records, subject to the Privacy Policy and applicable law. A dispute does not itself establish a product defect or authorize a particular return.
We may coordinate with the provider to avoid paying the same refund twice, without delaying a mandatory refund. A duplicate monetary recovery is corrected only as permitted by law. For general information, see the FTC’s credit-card dispute guidance.
26. Return abuse, substitution, and fraud
REACH Supply may deny a voluntary return, restrict an account, require additional verification, preserve evidence, or take lawful recovery action where credible evidence indicates substitution, serial-number mismatch, missing contents, knowingly false claims, product swapping, counterfeit returns, excessive abusive activity, duplicate recovery, or other fraud.
Returned products may be photographed, weighed, serialized, tested, and compared with fulfillment and manufacturer records.
This section does not permit adverse action merely because a customer makes a good-faith complaint, exercises a mandatory right, or files a legitimate payment dispute.
27. Federal and state consumer rights
Federal and state law may provide rights concerning product descriptions, delivery, cancellation, refunds, warranty coverage, billing disputes, product safety and return-policy disclosures. Applicable rights depend on the transaction and jurisdiction.
This policy does not remove a right that cannot legally be waived. For warranty-specific information, see U.S. warranty rights. The USAGov directory identifies state consumer-protection offices.
Where mandatory law conflicts with this voluntary policy, the law controls. Honest reviews, good-faith complaints and lawful payment disputes do not remove your rights.
28. Start a return or report a problem
To request return instructions, report damage or shortage, or ask about a defective product, start with Returns & Warranty Requests. For unrelated account, billing, or general questions, use the Support Center.
Email: [email protected]
Include the storefront used, order number, product or part number, quantity, reason, photographs where relevant, whether packaging was opened or the product installed, and any manufacturer or technical-support case number.
Do not ship or discard the product until written instructions are issued.
