Refund policy

We want you to feel confident shopping with us. If you need to return or exchange an item, please review the details below to understand how the process works.

What’s Covered

You can return or exchange items under the following conditions:

  • Within 90 days of receipt — items must be uninstalled, in resalable condition, and include original packaging
  • Items shipped incorrectly
  • Items received defective, damaged, or not as described
  • Items ordered in error by the customer

Special Notes

  • Products must arrive in resalable condition for credit.
  • Items not in original packaging will incur a 15% restocking fee.
  • Special order items are not returnable.
  • Shipping charges are non-refundable.
  • Returns received more than 90 days after authorization will be refused.

How Returns Work

Authorization Required

All returns require authorization.

  • Contact our Customer Service team to request a return.
  • You’ll receive a Return Goods Authorization (RGA) form, which must be included with your return.

Return Address

All authorized returns must be shipped to:

PlumbersStock Express
473 N 200 W
Cedar City, UT 84721

Packaging Requirements

  • Products must be double-boxed for protection.
  • Items that arrive damaged due to poor packaging may not qualify for credit.

Return Shipping Responsibility

  • If an error is on our part (wrong item shipped, defective item, or damage in transit verified per the deadlines below), return shipping is covered by us.
  • For all other returns (including customer-ordered-in-error or no longer needed), the customer is responsible for return shipping.

Fees

  • Unauthorized returns may be subject to a 15% restocking fee at our discretion.
  • For orders over $2,500, returns must be approved by a supervisor. Many of these items are special order and non-returnable.

Exchanges

  • Exchanges are allowed within 90 days of receipt.
  • New shipping charges apply for product exchanges (“trades”).

Defective or Damaged Products

We stand behind the quality of our products. Here’s how we handle defective or damaged items:

  • Defective items will be replaced with the same product or issued as in-store credit — no additional charge.
  • If an error is on our part, return shipping is covered by us.
  • Items lost or damaged during shipping will be resent at our expense.
  • No refunds/credits are issued until items are returned and inspected.

Important Deadlines

  • Damages in shipping must be reported within 14 days of delivery. Claims cannot be filed after this window.
  • For freight shipments (LTL): You must inspect products at delivery. Damage must be noted on the driver’s receipt. If not noted, a refund or replacement cannot be issued.

Return Authorizations

  • Return authorizations must be requested within 90 days of receipt.
  • If a replacement is sent before the defective item is returned, failure to send it back within 90 days may result in charges for the replacement.

Refunds & Payments

  • Refunds are issued once returned products are received, inspected, and confirmed resalable.
  • Approved refunds are applied to the original payment method.
  • Please allow 5–7 business days after inspection for processing.
  • Refund amounts may be partial if restocking fees apply or if items are returned in non-resalable condition.
  • Most orders aren’t charged until shipped, but certain special orders may require prepayment.

Order Cancellations

  • Orders may be cancelled anytime before shipment without penalty.
  • If the order has already shipped, cancellation is not possible — you may return it following this policy.

Customer Responsibility

  • Inspect products upon delivery to confirm the correct product, condition, and compatibility before installation.
  • Once installed, items are non-returnable and only covered by the manufacturer’s limited warranty.
  • Do not schedule installation until you have received and reviewed your product.

Liability Statement

  • We are not responsible for installation costs or associated expenses.
  • Liability is limited strictly to the product replacement cost as governed by the manufacturer’s warranty.
  • We may backorder or cancel orders if necessary; in such cases, you will be notified by email.

Disclaimer

We strive to provide accurate product details and pricing. However, we are not liable for typographical errors or pricing listed in error on our website. PlumbersStock Express reserves the right to cancel or refuse any order at any time.

Need Help?

If you need assistance with a return, exchange, or damage claim, please contact our Customer Service team here:

Contact Information