Supplyline Industrial is committed to ensuring customer satisfaction with every purchase. We understand that returns are sometimes necessary and have designed this policy to be fair and straightforward. We offer a 30-day return window for eligible products in original, unused condition. Many standard stock items qualify for free returns with no restocking fee. Other products may be subject to a restocking fee based on product type and manufacturer terms. Special orders and custom-configured products are non-returnable. Customers are responsible for return shipping costs. For returns, contact us at support@supplyline.com.
You may return eligible products within thirty (30) days of the delivery date for a refund or credit, provided the items meet the conditions described below. Returns are accepted for any reason during this window — whether the product does not meet your expectations, was ordered in error, or is simply no longer needed — as long as the product is in returnable condition.
To be eligible for return, products must be:
In original, unused, and undamaged condition
In the original manufacturer packaging with all seals, labels, and accessories intact
Accompanied by all included documentation, manuals, and accessories
Free of signs of installation, use, chemical exposure, or modification
Products that have been installed, used, altered, or damaged by the customer are not eligible for return.
To be eligible for return, products must be: in original, unused, and undamaged condition; in the original manufacturer packaging with all seals, labels, and accessories intact; accompanied by all included documentation, manuals, and accessories; and free of signs of installation, use, chemical exposure, or modification. Products that have been installed, used, altered, or damaged by the customer are not eligible for return.
Standard stock items. Many commonly stocked products qualify for free returns with no restocking fee when returned in original, unused condition within the 30-day window. Other products. Returns of non-stock, heavy, oversized, or specialty items may be subject to a restocking fee. Restocking fees are assessed on a case-by-case basis depending on the product type, condition, and the manufacturer's or distributor's return terms. Where a restocking fee applies, the minimum is 5% of the purchase price. You will be informed of any applicable restocking fee when your return is approved, before you ship the product back. The fee will be deducted from the refund amount.
The following items are not eligible for return: Special orders and custom-configured products — Items ordered to your specifications, including custom pump heads, non-stock configurations, and built-to-order assemblies (designated Non-Cancelable, Non-Returnable at the time of order). Calibrated instruments — Products calibrated to customer-specified parameters. Clearance and final-sale items. Consumables and wetted parts — Tubing, seals, O-rings, diaphragms, and other consumable components, unless received defective. Hazardous materials and chemicals. Products with limited shelf life.
The customer is responsible for all return shipping costs. We recommend using a trackable shipping method with insurance, as Supplyline cannot be held responsible for items lost or damaged during return transit. Ship returns to the address provided in your Return Merchandise Authorization (RMA) instructions. Do not ship returns without an approved RMA — unauthorized returns may be refused or returned to sender at the customer's expense.
If your order arrives damaged, you must report the damage to Supplyline within five (5) business days of delivery. Do not discard the product or any packaging materials. Photograph the damage to the product and packaging. Contact us at support@supplyline.com with your order number, photos, and a description of the damage. Failure to report damage within five (5) business days may result in the customer assuming responsibility for the cost of the damage, as carrier claim windows are limited. If damage is visible at the time of delivery, note it on the carrier's delivery receipt before signing.
If you do not receive your shipment within the estimated delivery window, contact us immediately. You must report non-receipt within ten (10) business days of the expected delivery date. Late notification may limit our ability to file a claim with the carrier, and you may be responsible for the cost of the shipment. Once your order ships, we will provide tracking information via email so you can monitor delivery status.
Contact us at support@supplyline.com with your order number and the reason for return. Once approved, we will issue a Return Merchandise Authorization (RMA) number and provide return shipping instructions, including any applicable restocking fee. Pack the item securely in its original packaging, include the RMA number on the outside of the box, and ship to the address provided. Upon receipt, we will inspect the returned product to confirm it meets the return conditions. Refunds are processed after inspection. Important: Do not return products without an approved RMA. Carriers and warehouse staff are not authorized to accept returns without prior authorization.
Refunds are typically processed within 5-7 business days of receiving and inspecting the returned product. Refunds are issued to the original payment method unless otherwise agreed. If a restocking fee applies, it will be deducted from the refund amount. At Supplyline's discretion, refunds may be issued as store credit, particularly in cases involving opened or repackaged items accepted as a courtesy return, returns beyond 30 days but within 45 days of delivery (handled on a case-by-case basis), or high-value or special-accommodation orders. Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your financial institution.
If you receive a product that is defective or fails under normal use within the manufacturer's warranty period, contact us at support@supplyline.com. Warranty claims are handled separately from standard returns — see the Warranty section of our Terms of Service for details. For defective items reported within 30 days of delivery, we will work with you to arrange a replacement or refund at no additional cost.
Orders may be canceled at no charge if the cancellation request is received before the order has shipped. Once an order has shipped, it is subject to this Return Policy. Special orders and custom-configured products cannot be canceled once the order has been placed with the manufacturer.
For questions about this Return Policy or to initiate a return: Email: support@supplyline.com Support Portal: help.supplyline.com This Return Policy is part of and subject to Supplyline's Terms of Service.
