Refunds, Returns & Cancellations Policy
Buyer has up to 30 days after receiving the order to return an item. All non-standard parts are non-returnable, if clarification is required ask a sales representative. For standard items, a 25% restocking fee will be applied and shipping charges will not be refunded.
The return must be labeled with the Sales Order or Invoice number and should be accompanied with a printed copy of the Return Merchandise Authorization (RMA) to expedite this process. Email sales[at]appinc[dot]co if you require a copy of the RMA form.
Allow 10 to 15 Business Days (not including holidays) for processing of all returns and up to 30 days from processing to receive a credit memo or refund. Returns are processed in the order in which they are received.
Listed below are the acceptable reasons for return and how each one is handled. The Buyer who returns any item(s) should read this carefully to avoid any confusion.
Unsatisfactory or Incorrectly Ordered Items
APP accepts returned material from Buyer that are no longer needed or that have been incorrectly ordered. Returns are accepted if the item meets the following criteria:
- Original invoice number included
- Within 30 days of the purchase date
- Is in the original manufacturers packaging
- Is in new resalable condition
- Has not been installed
Buyer will have the option to receive either a credit on your account or a refund with a 25% restocking fee deducted. Please understand that the shipping fees will not be refunded. Note: Non-Standard parts have been specially manufactured for your order and are non-returnable.
It is the Buyer’s responsibility to pay return shipping charges and make sure that the product is packaged “appropriately” (according to UPS guidelines) to prevent damage. Please include a copy of the sales order number or invoice number and a printed copy of the RMA form indicating return approval in the package to guarantee accurate return processing.
Upon inspection, any variances found between the verbal explanation given when the RMA is issued and actual condition of the product(s) may result in a refusal of the return. APP reserves the right to refuse any package that doesn’t contain a valid RMA form and additional shipping charges can be incurred.
Damaged Item(s) - by shipping carrier
If a shipment gets damaged by one of our carriers, it is important for Buyer to accept the shipment and notify our customer representatives within 2 business days. If the shipment is held longer than 2 business days, it may be treated as an incorrectly ordered shipment (see above).
If the request is received within 2 business days, our customer representative will accept the return and provide either a replacement or a full refund upon inspection. The RMA form will be issued and directions on how to return the item will be provided. APP will provide a replacement as soon as possible for items that are damaged.
Incorrectly Shipped or Incomplete Orders
If you receive an incorrect item due to a shipping error or if your order is incomplete, please call 713-956-2922 to report the error and we will resolve the discrepancy.
If the order shipped incomplete, Buyer will be sent the remainder of the items that were missing from the shipment as soon as possible. If the item is incorrect or in excess, a RMA form will be issued and directions on how to return the item will be provided.
Upon inspection, any variances found between the verbal explanation given when the RMA is issued and actual condition of the product(s) may result in a refusal of the return. APP reserves the right to refuse any package that doesn’t contain a valid RMA number and additional shipping charges can be incurred.
Although it is APP’s responsibility to pay for the return shipping of any incorrect item, please remember that any damages that occur during the return shipping due to “insufficient packaging” (according to UPS guidelines) will be subject to refusal of return and void the RMA.
To determine if the item is defective, please contact our sales department and describe the deficiency. If it is a true defect and is within the 30-day return period a RMA form will be provided and APP will replace the defective product. If the defect is questionable and a replacement is needed immediately, Buyer may be asked for payment. It is the Buyer’s responsibility to ship the defective item to APP. Credit will be issued to Buyer when the manufacture confirms the defective claim.
Once received, the Quality Control Department will perform a thorough inspection of the items returned to confirm that the item is defective. If it is determined that the item is: not defective, still in working order or damaged as a result of improper installation/handling; the RMA will be canceled. The item will be shipped back to Buyer and the shipping cost will be charged to Buyer.
Questions or Comments
All inquiries regarding your order should be directed to our sales department at:
Please have the sales order number, invoice/packing slip number, or your PO number readily available or included in the email.