Returns & Refunds

PTW Products wants customers to receive the correct products in good condition. Because many of our products are large, heavy, oversized, or shipped by pallet/freight carrier, the following return conditions apply.

Return Authorization

All returns require prior authorization from PTW Products. Customers must contact PTW Products within 30 days of delivery to request a return authorization before returning any merchandise.

Products returned without prior authorization may be refused.

Condition of Returned Products

To qualify for a return, products must be new, unused, uninstalled, unmodified, and in resalable condition. Products should be returned with their original packaging, components, hardware, and documentation when applicable.

Products that have been installed, used, altered, cut, drilled, damaged after delivery, or otherwise made unsuitable for resale are not eligible for return unless PTW Products determines that the product was defective when delivered.

Customer-Requested Returns

For returns resulting from ordering the wrong product, ordering the wrong quantity, no longer needing the product, changing your mind, or other reasons not caused by PTW Products:

• The customer is responsible for all return shipping and freight charges.

• A 20% restocking fee will be deducted from the merchandise refund.

• Original shipping, freight, handling, expedited shipping, delivery, and related charges are non-refundable.

• Any additional carrier charges resulting from the return, including liftgate, residential delivery, limited-access, redelivery, storage, reconsignment, or similar freight charges attributable to the customer may be deducted from the refund where applicable.

• The customer is responsible for properly packaging and securing returned merchandise for transportation.

Freight and Pallet Shipments

Customers receiving palletized or freight shipments should inspect the shipment before accepting delivery whenever reasonably possible.

Visible damage, shortages, or damaged packaging should be noted on the carrier's delivery receipt before signing. Customers should photograph visible damage and notify PTW Products promptly.

If concealed shipping damage is discovered after delivery, contact PTW Products as soon as reasonably possible and retain the product, pallet, packaging, and shipping materials while the claim is reviewed.

Defective, Incorrect, or PTW Products Shipping Errors

If PTW Products ships an incorrect product, or a product is determined by PTW Products to have been defective when delivered, contact us promptly.

After verification, PTW Products may, as appropriate, replace the product, provide replacement components, arrange return transportation, or issue a refund.

The 20% restocking fee does not apply to verified returns resulting from an error by PTW Products or a product determined by PTW Products to have been defective when delivered.

Nothing in this policy limits any rights or remedies that cannot legally be waived.

Refused and Undeliverable Freight

If a shipment is refused, undeliverable, or requires redelivery because of circumstances attributable to the customer—including an incorrect delivery address, inability to receive the shipment, or lack of required unloading capability—the customer may be responsible for applicable return freight, redelivery, storage, reconsignment, or other carrier charges.

Refusing a shipment does not automatically constitute an approved return.

Return Shipping

Do not ship a return until you have received return instructions from PTW Products.

For customer-requested returns, the customer is responsible for arranging and paying for return transportation unless PTW Products agrees otherwise in writing.

PTW Products is not responsible for loss or damage occurring during customer-arranged return transportation. Customers should use appropriate packaging and a traceable and adequately insured shipping method.

Refunds

Approved refunds will be issued after the returned merchandise has been received and inspected.

For eligible customer-requested returns, the refund will generally equal the amount paid for the returned merchandise, less the 20% restocking fee and any other applicable charges described in this policy.

Original shipping and freight charges are non-refundable except when PTW Products determines that the return resulted from our error or as otherwise required by law.

Approved refunds will be processed to the original payment method when practicable. Please allow up to 10 business days after inspection and approval for PTW Products to process the refund. Additional time may be required for the customer's financial institution to post the credit.

Non-Returnable Products

Unless defective or otherwise required by law, the following are not eligible for return:

Custom-made or specially manufactured products; products modified at the customer's request; special-order products identified as non-returnable before purchase; products that have been installed, used, cut, drilled, altered, or modified; and products damaged after delivery through improper handling, storage, installation, or use.

Order Cancellations

Orders may be canceled before shipment subject to their production and fulfillment status. Orders that have already shipped are subject to this Return & Refund Policy.

Special-order, custom, or made-to-order products may not be cancelable once production or procurement has begun.

Contact PTW Products

To request a return authorization or report an incorrect, damaged, or defective shipment, contact PTW Products through the contact information provided on our website.

Please include your order number, the product involved, the reason for the request, and photographs when damage or defects are involved.

Contact Email Service@ptwproducts.com

Contact Phone 714-726-4100