REACH Supply Return Policy, Refunds & Warranty

1. Returns Refunds Warranty Policy overview

This Returns Refunds Warranty Policy applies to products purchased through ReachSupplyCo.com. It does not govern purchases made through another REACH Supply storefront unless that storefront expressly adopts this policy.

The legal seller for each transaction is the entity identified at checkout, on the order confirmation, invoice, or payment record. U.S. orders are generally processed in U.S. dollars and may be fulfilled through REACH Supply, a distributor, manufacturer, supplier, warehouse, or other authorized fulfillment provider.

This policy forms part of the Terms and Conditions and describes REACH Supply's voluntary return program, refund administration, damaged or incorrect shipment process, and warranty-claim procedures. Product-specific terms shown before purchase, accepted quotation terms, and applicable federal or state law may also apply.

State laws differ, and some states impose specific requirements for return-policy disclosures, implied warranties, remedies, and commercial sales. The USAGov directory lists state consumer protection offices.

2. Quick return summary

3. Return request window

Unless the product page, order confirmation, written quotation, return authorization, or mandatory law provides a different period, a request to return an eligible non-defective product for change of mind, excess quantity, or customer ordering error must be submitted within 14 calendar days after delivery.

Submitting a request within that period does not approve the return. The product must also meet the eligibility requirements and must be shipped or delivered to the authorized location within the deadline stated in the return instructions.

A return authorization may expire if the product is not shipped within the stated period, generally 10 calendar days after authorization. Product-specific, supplier, manufacturer, warranty, statutory, or commercial-account deadlines may be shorter or longer.

The 14-day period is REACH Supply's voluntary ordinary-return window. It does not replace any longer or different right provided by applicable law.

4. Return authorization is required before shipment

Contact REACH Supply before shipping an ordinary return, exchange, defective-product return, warranty return, core return, or shipment-error return. Opening a claim does not require prior approval, but the product must not be shipped until written instructions are issued.

We may issue a return merchandise authorization, case number, shipping label, written instructions, or another approval record. Authorization is limited to the products, quantities, stated condition, reason, destination, carrier method, and deadline identified in the approval.

Authorization permits receipt and evaluation. It does not itself guarantee a refund, exchange, credit, warranty approval, or finding that REACH Supply was at fault.

Unauthorized shipments may be refused or returned to the sender. Reasonable shipping, handling, storage, or recovery costs caused by an unauthorized shipment may be charged or deducted where disclosed and legally permitted.

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 dead-on-arrival claims

A product that does not operate as expected is not automatically defective. Incorrect selection, incompatibility, installation, wiring, programming, configuration, software, network conditions, other equipment, environmental conditions, or misuse can produce similar symptoms.

Contact REACH Supply before shipping or discarding the product. We may reasonably require diagnostic information, photographs, video, error codes, voltage readings, model and serial information, installation details, testing results, or confirmation that instructions were followed.

Depending on the product, written warranty, and applicable law, the remedy may include troubleshooting, repair, replacement, exchange, manufacturer support, supplier evaluation, component replacement, account credit, or refund.

Where a verified defect, damage, misdescription, or shipment error requires a return, responsibility for reasonable return costs will be determined by the applicable warranty and law.

13. Warranty coverage and exclusions

Unless REACH Supply expressly issues a separate written warranty for a specific product, any additional written product warranty is provided by the applicable manufacturer, distributor, supplier, warranty administrator, or identified warrantor. REACH Supply may assist with claim intake without extending that warranty beyond its terms.

Warranty duration, start date, registration requirements, territory, transferability, eligible applications, documentation, testing, exclusions, and remedies vary by product and warrantor.

Federal warranty law may apply to written warranties on consumer products, and state law may provide implied warranties or other remedies. The FTC Businessperson's Guide to Federal Warranty Law explains the Magnuson-Moss Warranty Act and related FTC rules.

Evidence and product retention

Keep the claimed product, packaging, labels, accessories, documentation, and relevant components until REACH Supply confirms in writing that they may be discarded. A complete claim may require the order number, proof of purchase, product and equipment model or serial numbers, photographs, video, installation information, error codes, diagnostic readings, technician findings, maintenance records, and a manufacturer case number.

Common warranty exclusions

Coverage is determined by the specific written warranty and applicable law. Common exclusions may include failure or damage caused by incorrect selection, incompatibility, improper installation, wiring, voltage, polarity, configuration, programming, unauthorized repair, modification, misuse, neglect, contamination, corrosion, power conditions, environmental conditions, normal wear, consumables, or use outside stated specifications.

Labor and related costs

Most replacement-part warranties are parts-only unless the applicable written warranty expressly includes labor. Diagnosis, service calls, travel, removal, installation, programming, calibration, permits, equipment rental, loss of use, lost revenue, spoilage, and other third-party or consequential costs are not reimbursed unless approved in writing before the expense or required by law.

Commercial use, registration, and territory

Some warranties provide shorter coverage or different terms for commercial, trade, wholesale, institutional, industrial, rental, resale, or export use. Customers are responsible for reviewing registration, territory, original-purchaser, installation, and maintenance requirements.

14. Warranty claim process and remedies

Contact REACH Supply before removing, returning, discarding, repairing, or replacing a product believed to be defective. The claim may be handled by REACH Supply, the manufacturer, distributor, supplier, authorized service provider, warranty administrator, or another organization designated by the warrantor.

Troubleshooting, photographs, video, diagnostic results, installer information, remote support, inspection, return of the claimed product, or manufacturer authorization may be required. A return authorization permits evaluation only and does not guarantee a defect finding or particular remedy.

The applicable warrantor determines whether a covered defect exists and which remedy is available under its written warranty, subject to mandatory law. A repair or replacement may use a new, remanufactured, refurbished, revised, superseding, or functionally equivalent product.

Replacement timing may depend on troubleshooting, authorization, return receipt, inspection, manufacturer approval, supplier inventory, and availability. An immediate replacement may require a separate paid order while the original claim is reviewed.

Where a manufacturer or supplier handles the claim directly, REACH Supply may assist with coordination but does not control that party's testing or timing. This does not remove responsibility that applicable law places on the contracting seller.

15. 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.

16. 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.

17. Restocking fees and other deductions

An eligible non-defective voluntary return may be subject to a restocking fee of up to 35% of the product price, depending on category, order type, supplier or manufacturer requirements, packaging condition, inspection results, and costs reasonably incurred.

The applicable restocking fee will be disclosed on the product page, quotation, order record, or return authorization as required. A higher or product-specific fee may apply only to a special, commercial, freight, custom, supplier-approved, or exception return where properly disclosed and legally permitted.

Additional reasonable deductions may include non-refundable original or return shipping, prepaid-label charges, missing components or packaging, customer-caused damage, reconditioning, repackaging, duties, brokerage, storage, supplier fees, or discounts that no longer apply after a partial return.

No restocking fee will be charged solely because of a verified REACH Supply error, verified shipping damage, or a defect or non-conformity for which applicable law requires a remedy.

18. 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.

19. Refund method and timing

An approved voluntary refund is normally issued after the authorized location receives and completes the required inspection. REACH Supply may issue an earlier refund where appropriate or legally required.

After approval, REACH Supply generally initiates the refund within 10 business days. Financial institutions and payment providers may require additional time to post the credit.

Refunds are normally returned to the original payment method. Account credit or another lawful method may be used when the original method is unavailable, the customer agrees, the original transaction used promotional or account credit, or a business agreement provides otherwise.

Original shipping, expedited service, special handling, duties, brokerage, and completed services are generally non-refundable unless the charge resulted from verified seller error, the service was not provided, or law requires a refund.

20. 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.

21. Order cancellations

Contact REACH Supply promptly to request cancellation. A voluntary cancellation is not effective until confirmed in writing. An order may become non-cancellable after supplier commitment, allocation, sourcing, transfer, customization, programming, label creation, packing, or shipment has begun.

If voluntary cancellation is no longer possible, the customer may need to receive the order and request a return. Non-returnable and special-order restrictions continue to apply.

The FTC's Mail, Internet, or Telephone Order Merchandise Rule requires sellers to have a reasonable basis for promised shipment timing and, when a promised shipment cannot be met, to obtain consent to delay or provide the required refund for unshipped merchandise. Review the FTC business guide to the rule.

22. 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.

23. 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.

24. 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.

25. 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.

26. 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.

27. Chargebacks and payment disputes

Where practical, contact [email protected] before filing a payment dispute so we can identify the transaction and attempt resolution. For an unauthorized or incorrect credit-card charge, contact the card issuer promptly. The FTC explains credit-card billing disputes and unauthorized charges.

A payment dispute does not itself create a return authorization or determine the delivery, damage, defect, or refund issue. REACH Supply may provide relevant transaction, delivery, return, warranty, and communication records to the payment provider in accordance with the Privacy Policy and law.

If a dispute is opened while a return, refund, replacement, or investigation is pending, REACH Supply may pause duplicate processing while status is confirmed. Duplicate recovery must be corrected where legally permitted.

Nothing in this section prevents a customer from reporting genuine unauthorized use or exercising a lawful payment-dispute right.

28. 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.

29. Federal and state consumer rights

This Returns Refunds Warranty Policy does not exclude or limit a warranty, condition, cancellation right, rejection right, refund right, repair or replacement remedy, payment-dispute right, or legal protection that cannot be excluded or limited in the customer's jurisdiction.

Federal law may govern written consumer warranties, online shipment promises, billing disputes, and product safety. State law may provide express or implied warranty rights, revocation or rejection remedies, deceptive-practices protections, and specific return-policy disclosure requirements.

Written warranties and implied warranties are not identical. The FTC notes that state laws generally create implied warranties, subject to state-specific rules and permitted disclaimers. Review the FTC consumer warranty guidance.

For product recalls and safety warnings, review the U.S. Consumer Product Safety Commission recall database and follow the specific recall instructions.

Where mandatory law conflicts with this policy, the mandatory law applies. The remaining provisions continue to apply to the fullest extent permitted.

30. 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.

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.