Refund policy

Return & Refund Policy

Last Updated: December 2024

Wagner Flow Inc ("Wagner Flow," "we," "us," or "our") wants you to be completely satisfied with your purchase. This Return & Refund Policy outlines our procedures for returns, exchanges, and refunds.

Return Policy Overview

Return Window 30 days from delivery
Restocking Fee 20%
Return Shipping Buyer's responsibility
Condition Required Unused, original packaging
RMA Required Yes

1. Eligibility for Returns

Products may be returned within thirty (30) days of delivery if they meet ALL of the following conditions:

  • Unused Condition: Product has not been installed, tested with fluids, or put into service
  • Original Packaging: Product is in its original, undamaged packaging with all accessories, manuals, and documentation
  • Resalable Condition: Product shows no signs of wear, damage, or modification
  • RMA Number: A Return Merchandise Authorization (RMA) number has been obtained BEFORE shipping

2. Non-Returnable Items

The following items CANNOT be returned:

  • Products that have been installed or used
  • Products with fluid residue or contamination
  • Custom or special-order items (identified at time of purchase)
  • Products ordered incorrectly by the customer (wrong size, wrong model) after 30 days
  • Products modified, altered, or repaired
  • Products without original packaging
  • Clearance, closeout, or "final sale" items
  • Electrical products that have been powered on (unless defective)
  • Calibration services

3. How to Request a Return

Step 1: Request an RMA

Contact us within 30 days of delivery:

Email: support@wagnerflow.com
Subject Line: "Return Request - Order #[Your Order Number]"

Include:

  • Order number
  • Product(s) to be returned
  • Reason for return
  • Photos of the product and packaging (if applicable)

Step 2: Receive RMA Number

We will review your request and respond within 1-2 business days with:

  • RMA number (if approved)
  • Return shipping address
  • Return instructions

Do NOT ship items without an RMA number. Unauthorized returns may be refused.

Step 3: Ship the Product

  • Pack the product securely in its original packaging
  • Write the RMA number clearly on the outside of the shipping box
  • Ship using a trackable carrier with insurance
  • Retain your tracking number

Return shipping is the buyer's responsibility. We recommend using a carrier with tracking and insurance.

Step 4: Receive Your Refund

Once we receive and inspect your return:

  • Inspection typically takes 3-5 business days
  • Refunds are processed within 7-10 business days after inspection
  • Refunds are issued to the original payment method

4. Restocking Fee

A 20% restocking fee applies to all returns. This fee covers:

  • Inspection and repackaging costs
  • Inventory processing
  • Original payment processing fees

Restocking Fee Calculation Example:

Original Purchase $500.00
Restocking Fee (20%) -$100.00
Original Shipping Not refunded
Refund Amount $400.00

Waived Restocking Fee

The restocking fee may be waived if:

  • We shipped the wrong item
  • Product arrived damaged (report within 48 hours)
  • Product is defective (manufacturer defect, not misuse)

5. Damaged or Defective Products

Damaged in Shipping

If your order arrives damaged:

  1. Document immediately: Take photos of the packaging AND product
  2. Report within 48 hours: Contact us at support@wagnerflow.com
  3. Keep all packaging: Do not discard the box or packing materials
  4. File carrier claim: We may ask you to file a claim with the shipping carrier

For shipping damage reported within 48 hours, we will either:

  • Ship a replacement at no charge, OR
  • Issue a full refund including original shipping

Defective Products

If a product is defective:

  1. Contact us at support@wagnerflow.com with order number and description of defect
  2. We will troubleshoot to confirm the defect
  3. Defective products may be covered under manufacturer warranty
  4. We will facilitate the warranty claim or provide a replacement/refund

6. Exchanges

We do not offer direct exchanges. To exchange a product:

  1. Return the original item following this policy
  2. Place a new order for the desired item

This ensures the fastest processing time.

7. Refund Processing

Refund Timeline

Return transit Varies by carrier
Inspection 3-5 business days
Refund processing 7-10 business days
Bank/card posting 5-10 business days (varies by bank)

Refund Method

Refunds are issued to the original payment method:

  • Credit/debit card refunds appear as a credit on your statement
  • Other payment methods refunded per processor policies

What's Refunded

  • Product purchase price (less restocking fee)
  • NOT refunded: Original shipping costs, return shipping costs

8. Order Cancellations

Before Shipment

Orders may be canceled before shipment at no charge. Contact us immediately at support@wagnerflow.com.

After Shipment

Orders that have shipped cannot be canceled. You may refuse delivery or return the product per this policy. Restocking fees apply.

9. Quote-Based and Custom Orders

Products purchased via quote or custom/special orders:

  • May have different return terms specified in the quote
  • Are generally non-returnable unless defective
  • Contact us for specific terms before ordering

10. Contact Us

For return questions or to request an RMA:

Wagner Flow Inc
Email: support@wagnerflow.com
Website: wagnerflow.com

Please include your order number in all communications.

This policy is subject to change. The policy in effect at the time of your purchase applies to that order.