Returns and Restocking Fee Policy
While we try our best to ensure that every order received is completely satisfactory, we understand it is sometimes necessary to return item(s). Please take a moment to review our standard Returns and Restocking Fee Policy.
When Your Order Arrives
Upon receipt of your shipment, please be sure to open all boxes and check the contents immediately for defects and/or inaccuracies. Tensator Customer Service must be notified of any shipment discrepancies excluding damages within 30 days of invoice date. Failure to do so voids your right to a return product(s).
General Returns Procedure
Prior to returning any item(s), please contact Customer Service at (800)441-0019 to obtain a Return Merchandise Authorization (RMA) number along with shipping instructions. All product returns must be sent prepaid and insured to:
Tensator Inc., 260 Spur Drive South, Bay Shore, NY 11706
Return Merchandise Authorizations are valid for (30) days from date of issue and will expire on the 31st day. Any shipment(s) returned without a valid RMA number will be refused accordingly.
Products Damaged During Shipment
If packaging appears damaged, carton should be refused. If you cannot refuse carton in question, please make a notation on the Bill of Lading / Proof of Delivery of noted damage. Customer Service must be contacted with (48) hours, (2) days of receipt of shipment in order for Tensator Inc to file a “Claim” with carrier.
If packaging is fine, but a “Concealed Damage” is found, Tensator Inc must be notified within (15) days of receipt of shipment.
Defective or Incorrect Products
We will only accept a return if a Return Merchandise Authorization (RMA) number has been issued and the item(s) is returned in the original Tensator Inc. packaging or adequate/protective packaging. The item(s) must be brand new, never used condition and contain all the contents shipped in the original order. Any item(s) returned used and/or damaged not having been reported as such upon issuance of RMA number are not eligible for return. Special product orders / custom items may only be returned if defective, damaged, or incorrectly processed by Tensator. Customer ordering errors for custom items are not eligible for return.
Summary of Non-Returnable Items:
- Custom item(s) incorrectly ordered by customer;
- Item(s) that have been installed;
- Item(s) that are not brand new and/or item(s) that are missing from original order;
- Item(s) not adequately packaged.
- Item(s) altered from original state.
Applicable Restocking Fees for Incorrectly Ordered Product(s)
Incorrectly ordered item(s), excluding custom item(s) which are not eligible for return, require the obtaining of a RMA number. Contact our Customer Service department for a RMA number along with shipping instructions. The RMA number must be obtained within 30 days from invoice date. RMA is valid for (30) days and will expire on the 31st day. No return will be accepted without a valid RMA number. These item(s) will incur a 25% restocking fee plus the cost of inbound and outbound freight. These charges will be deducted from credit / refund issued. Item(s) returned after 30 days from RMA number issuance will be refused accordingly.
Due to the substantial cost incurred on returned shipments, Tensator Inc. will adhere strictly to this policy.
Tensator Inc. reserves the right to modify this policy without notice.