Terms & Conditions

It is very rare that you will receive an incorrect product; we double-check all orders before we ship them. However, if we made a mistake/error in shipping, please, first, notify us within 2 days of receiving your order. We will then issue an RGA number and return instructions on how and where to return the product. Please do not ship anything back without an RGA and those instructions. It is our wish to take care of you as soon as possible and get you your product. We must first send you the replacement instructions and have these agreed to before sending out the replacement(s). We will pay shipping both ways as it would have been our fault and we wish very much to correct any mistakes.

We truly do care and want nothing more than to get your order in your hands.

Please DO NOT ship the product back to us without contacting us first and receiving an RGA number and all the important instructions.

Also, if there was any internal (non-visible) damage, this will need to be reported to us and the carrier within two days of receiving the product.

After receiving the defective merchandise, we will test it if need be, and we will ship back to you (at our expense) a non-defective replacement product.

If the product is defective, you will receive a replacement. If you choose to return the defective item, rather than replace it, we will charge a minimum of 25% restocking fee and your original shipping fee will not be refunded. Also, items returned after 30 days are subject to a higher restocking fee or may not be returnable at all (we will let you know if this applies to your return). The return of the product is at your expense. We believe that this is a fair policy because lower overhead results in lower prices for all of our customers.

If after 30 days of receiving your product, it proves to be defective, we would like for you to deal with the manufacturer. Whatever policy the manufacturer has will determine how you will proceed, and may include shipping costs. We will not pay shipping costs on items that are being handled directly by the manufacturer. We supply products; we do not warranty products and after thirty days we leave it up to the manufacturers. There may be instances when the manufacturer, once they have been contacted, will ask that we help in the replacement process.

We will only accept a return if a Return Goods Authorization number (RGA) has been issued, the product is returned in the original manufacturer's packaging, and it has been less than 30 days since the order was received.

Listed products (items that have listed prices on our web pages) may be returned within 30 days of receiving them; the products must be brand new (never used) and in perfect condition with all manufacturer's packaging. In order to keep our prices at their lowest, we charge a minimum 25% restocking fee (which can be lowered with a comparable reorder) and your original shipping charge will not be refunded. Items returned after 30 days or without an RGA #, should it be decided that they will be accepted, are subject to a higher restocking fee. Returns without an RGA can also possibly delay processing of your credit. Items that originally shipped as "Free Shipping" will have the shipping cost deducted from any eligible refund.

We do not accept returns for used or assembled products. We do not sell used products and you will not receive any used or refurbished merchandise from us.

Please contact us if you wish to return any products. Items must be brand new (never used), in perfect condition, with all manufacturer's packaging. We will issue you an RGA number and return instructions on how and where to ship the products.

Non-listed and quoted items (items that do not have prices listed on our web pages and/or items that you received a special quote on) are considered special order items and may not be returned.

Items that ship by freight may not be returned. For example, items such as toilet systems may not be returned. If they are defective, you will either receive a replacement or it will be repaired, but we do not accept returns for items that ship by freight.

If you need to return a product that was originally shipped for free, our restocking fee will apply, plus you will need to pay the cost of shipping the order back.

Items that were received by the customer more than 30 days ago.

Also, items that are "special ordered/quoted" cannot be canceled or returned.

Items stated as non-returnable on the page from which they are ordered may not be returned.

"Match-Your-Color toilet seat replacement kits are non-returnable.

Items that you have installed cannot be returned.

Items that have sanitary issues such as toilet/bidet seats cannot be returned -unless they have not been removed from the packaging.

Items that are not brand new and/or missing any of the manufacturer's packaging cannot be returned.

Items that have been specially manufactured for your order may not be returned.

Items that have been cut-to-order may not be returned.

If you made an error and ordered the wrong products (from the items that have listed prices on our web pages; not special quoted products), and wish to return the product; please use our online return process to request an RGA number and return instructions.

Returns MUST have an RGA in order to be processed correctly, so please wait for us to send you that information.

Please do NOT return any product that you have ordered without prior contact and acknowledgement. Our products ship from many different warehouses and often need to be returned to the same warehouse. These warehouses will refuse deliveries that are not properly marked and documented with issued RGA numbers. This will make processing your credit very difficult and may delay or void your credit.

Returns of incorrectly ordered products are subject to a restocking fee.

Your reorder must be placed prior to your credit being processed. If you need to apply your credit to your reorder, you can do so; but we will need to receive the product and/or credit for the product before doing so.

If you wish to return a product but do not place a reorder, the restocking fee will be a minimum of 25% - if returned within thirty (30) days of receipt of the product. If you return an original product, reorder a replacement and then return the replacement product, you will be assessed a minimum of 30% restocking fee for the return of the reorder.

For additional information on our return and crediting procedures, please review our general "Returns" section above.

Items returned without an RGA number may be set aside until we hear from the customer OR even refused delivery entirely. We process thousands of orders weekly, and subsequently receive a sizable number of returns. If not referenced by an RGA Number, a returned package will need to be researched so that the customer can be contacted regarding the return. This results in higher overhead, higher prices, and delays the processing of credit. This system is necessary to ensure that you receive proper credit in a timely fashion.

When you contact us via this online form requesting an RGA to return a product, we will either issue the RGA at that time, or contact the warehouse that it shipped from and request that one be issued. If we need to receive the RGA from another warehouse, we will let you know by forwarding the information to you along with shipping instructions as soon as we receive it from them. The instructions for return must be followed carefully.

Once the product has been received at our warehouse, it will be inspected and you will be credited for the returned product less the applicable restocking fee and original shipping charges.

If the product is returning to another warehouse, they will contact us once they have received the product, inspected it, and approved credit to beissued. Once it has been approved your credit will be issued less the restocking fee and original shipping charges.

Our standard restocking fee on orders received over 30 days ago can be as low as 25%; however, it may be higher, or your return may be refused if an extensive amount of time has passed since delivery.

Please note that if for some reason the reorder must be returned, the restocking fee for the return of the reorder will be at least 30%. Also, items returned after 30 days are subject to a higher restocking fee or may not be returnable at all. We will let you know our decision when we respond to your request.

Your reorder must be placed prior to your credit being processed. If you wish to reorder right away, reference will be made to your return on your reorder to ensure that you receive the lower restocking fee. If you need to apply your credit to your reorder, you can do so, but we will need to receive the product and/or credit for the product before doing so.

If you return a product, reorder, and then return the reordered product, you will be assessed a restocking fee of at least 30% for the return of the reorder.

In the past we have shipped products over and over again until our customers found something they liked. We do not ship "trial" products; we choose not to operate this way.

There is substantial cost in processing orders and shipping products. There is also cost in returning products; messages must be answered, RGA's issued, products received and restocked, paperwork processed and mailed, etc. For this reason, we adhere strictly to our Return Policy to keep those rare customers from "trying" and "trying" products.