Returns & Cancellations
We stand by the products we sell and want you to be fully confident in your purchase. If you need to return or cancel an order, please review the policy below.
30-Day Return Policy
You may request a return for new, unused items within 30 days of confirmed delivery. To start a return, email info@truesteadsupply.com with your order number (and photos if the box/boxes have been opened) to receive return authorization and instructions.
All returns must be approved in advance.
- Items must be in “Like New” condition with all original packaging, manuals, and accessories
- Products showing installation, use, wear, or missing components are not eligible for refund
- Returns that do not meet these conditions may be denied or subject to additional deductions
Unless the item is defective, incorrect, or damaged in transit (reported within 48 hours of delivery with supporting photos and/or videos), the customer is responsible for all return-related costs, including both the original outbound freight and the return freight.
Once your return is received, inspected, and approved, refunds are issued to the original payment method.
Cancellations
- Within 24 Hours of Order Confirmation: Full refund
- After 24 Hours but Before Shipment: Refunds may be reduced by non-recoverable payment processing costs (typically ~3%) charged by the payment processor
- Supplier Release / Pre-Ship Handling: If a supplier has already crated, staged, or released freight (e.g., Bill of Lading created), manufacturer handling or restocking fees ranging from 1%–40% may apply
- After Shipment: Our 30-Day Return Policy applies; both outbound and return freight will be deducted from any refund
Customized & Made-to-Order Products
For customized or made-to-order products — or standard products with customization options — once the order enters production or customization (typically after 24 hours), it is non-refundable and cannot be canceled or modified.
If cancellation is permitted after this stage, any manufacturer-imposed fees will be deducted from your refund.
This includes built-to-order systems, custom configurations, and any product not listed as “In Stock.”
Restocking & Refund Deductions
- Payment Processing Cost (≈3%): Applied to cancellations requested more than 24 hours after order confirmation when payment processor fees are non-recoverable
- Restocking Fee (1–40%): Applied when charged by the manufacturer or supplier
- Two-Way Shipping Costs: If an order is canceled after shipment or returned, both the original and return freight (typically $300–$2,000+) will be deducted from the refund
Non-Returnable Items
- Customized, made-to-order, or special-order products
- Items that have been installed, used, or altered
- Products not in original packaging
- Certain consumables, filtration media, or opened products
- Gift cards or promotional items
Certain products may follow manufacturer-specific return policies which override this policy.
Warranty Support
Defective items are covered by the manufacturer’s warranty. We will coordinate with the manufacturer to repair or replace the product as efficiently as possible.
Refund Timeline
Once a return is received, inspected, and approved, refunds are typically processed within 5–10 business days. Your bank or card issuer may require additional time for the funds to appear.
Shipping & Delivery
For shipping, delivery, and inspection requirements, please see our Shipping & Delivery Policy.
Failure to properly inspect and report freight damage within the required timeframe may result in denial of a claim.
If freight delays, damage, or loss occur, you agree to allow TrueStead Supply, the carrier, and the supplier to resolve the issue. We will work promptly on your behalf.
Questions? Contact us at info@truesteadsupply.com.