Restocking FeeReturned merchandise is subject to a 20% re-stocking and handling fee.
All claims for returns must be made within TEN (10) days of receipt of goods by calling Customer Service or contact us via email, to request a Return Materials Authorization (RMA).
No returns will be accepted after 30 days whatsoever.
At the time of your call - if your return is authorized - you will be provided with a RMA number. If you are returning multiple items, each item you return must be clearly labelled with its corresponding RMA number. Failure to include this RMA number(s) on the returned item(s) may result in a delay of processing your credit.
To receive full credit, all items returned must be in good, saleable condition and in its original container. Except for product being returned due to quality claims, every container should still retain its original quality seal fully intact.
Assessment of Quality ComplaintsFull credit is subject to our evaluation and approval of the condition and quality of the returned merchandise. Down Under Enterprises reserves the right to undertake laboratory testing of oil returned based on "Quality" claims. Should this testing find the oil to be consistent to the original Certificate of Analysis – a return and account credit/refund will be denied. You then have the option to have this item returned to you – at your expense. Otherwise Down Under Enterprises will arrange for proper disposal of this oil.
"Damaged", "Shorted", or "Lost" ShipmentsMerchandise that arrives to your facility damaged must be received and documented correctly. Failure to sign a bill of lading "damaged" and/or "shorted" for goods that shipped via a LTL (less than truckload) carrier such as Roadway or Yellow Freight, voids your right to claim compensation from the trucking company and Down Under Enterprises.
Processing a claim for merchandise shipped via our UPS or FedEx account requires us to conform to the shippers' claims policy. Damaged merchandise must be kept in the original container with the product inside until a shipping representative has inspected the damage. Retain the shipping inspector's documentation, and forward a copy of this documentation to us. We will then begin processing the claim with UPS or FedEx.
If you used your own common carrier or UPS/FedEx account for your shipment, you legally take possession of this shipment once the goods leave our warehouse. Therefore, if a shipment is damaged or lost in transit, it is your responsibility to file this claim with your carrier or UPS/FedEx directly.