The following Return Policy applies to all customers:
We test our products and strive to provide excellent service. At our discretion, it may be possible for you to return your merchandise within 30 days of receipt. Please contact C.R.S., Inc., between 8:30 a.m. to 3:00 p.m., Pacific time, Monday and 8:00 a.m. to 9:30 a.m., Tuesday - Friday at 877-378-0065 for an RMA (Return Merchandise Authorization) number. The RMA number needs to be written on at least 3 sides of the return package. The return item(s) must arrive sealed/unopened in new condition in the original carton(s). All return shipping arrangements and cost are the sole responsibility of the customer. Refunds will be made after inspection of the merchandise; however, shipping and handling fees are not refundable. Returns after 30 days will be subject to approval and a 15% restocking fee for Pole-Wrap and 20% for Classic Column.
If you receive a product that appears to not work as you expected, please do not call for an RMA. Instead, send us an email describing what the product is, or is not, doing. We will, in return, contact you either by email or phone to discuss it further. We may ask you to provide us with digital photos to show certain parts of the product and/or items with which you are using it. Please provide photos if we ask for them; they will help us to determine if the product is damaged, defective, or being used incorrectly.
If we determine that the product is defective, we will get the manufacturer involved to either pick it up and/or replace it. You will not be responsible for any shipping cost to return said product.
If the product has been damaged in shipment, then we will get the shipping carrier involved. Please save all boxes that the product(s) was shipped in. Please provide digital photos of damage to the product and/or damage to the box. The product will be replaced at no cost to you.
If the product is found to be damaged from misuse, or is not being used correctly, or you simply do not like the product, the product cannot be returned and an RMA will not be issued.
Package(s) sent without an RMA number. Customers who call for an RMA number and are turned down because they didn't meet the requirements described above cannot return their package(s) to us. Any package(s) under these circumstances delivered to C.R.S., Inc., without an RMA number will become the property of C.R.S., Inc., and will not be returned. If we have to sign for any package(s) returned without an RMA number, especially package(s) that were turned down for an RMA number, the package(s) will become the property of C.R.S., Inc., and will not be returned. Our signing for any such package(s) will forfeit your rights to a refund from us; and if you contact your credit card company to reverse the charges under these circumstances where an RMA number was not given or a package was sent without an RMA number, we will follow the guidelines listed below under Credit Card Disputes.
At our discretion we will inspect all packages that arrive without an RMA number. If we determine that the package was turned down for an RMA number and/or that the item(s) have been used and/or damaged, no refund will be given and the package will not be returned. If we determine that the item(s) were not used and were items for which an RMA was not requested or issued, we may refund 50% of the original purchase price. Shipping and handling fees are not refundable. In either case, if you contact your credit card company to reverse the charges because you are not satisfied with the terms as stated above, we will follow the guidelines listed below under Credit Card Disputes.
Orders placed with us that contain "custom" or "specialty" items are not eligible for return nor will a refund be allowed. Custom items are clearly marked on their respective web pages. Since specialty items are ordered by phone, the non-return policy is noted on the invoice/packing list. There is an automatic 15% restocking fee to return any Classic Column and Pole-Wrap products!
Credit Card Disputes
Your transaction with us will appear on your bank statement as "Commerce Retail Sales Inc 877-378-0065."
Before you contact your credit card company to remove a charge you don't recognize on your statement, call the telephone number next to the transaction to investigate the charge. In most cases it is not a fraudulent charge; the credit card holder has simply forgotten about the charge.
Credit card disputes, known as "chargebacks" in the industry, take time and energy to get reversed.
We take chargebacks seriously!
We will take action to reverse the chargeback if you contact your credit card company to remove a charge without calling us; or if you contact them to dispute the charges because we overrode your decision for "no signature" to "signature required"; or if you signed our "Waived Signature Requested" document so we could deliver your package; or if you dispute the charges because you didn't want to make arrangements to sign, redirect, or pick up the package(s); or if you dispute the charge because someone in the household received the package(s) and you were not made aware of it; or if you dispute the charge because we refused to take back non-returnable "custom" or "specialty" items; or if you dispute the charge because you didn't want to wait for our refund check to arrive; or if you dispute the charge on items that were returned without an RMA (Return Merchandise Authorization) number.
If our action to reverse the chargeback is successful, a bill for an administrative fee of $55 to process the chargeback reversal will be sent to you. If we are unsuccessful in our action to reverse the chargeback, we will send you a bill for the original order amount plus a $55 administrative fee.
If a package was refused and sent back to us for any reason other than what is outlined for RMA customers, the original shipping and handling cost along with the return shipping cost will be added to the bill along with a 50% restocking fee. If the bill is not paid to us within 30 days from the date of the invoice, it will then be turned over to a collection agency as a delinquent account. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This negative report will show up on your credit report in approximately 90+ days and will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to obtain merchandise without paying for it, we will file a report with your local police and sheriff's department. If the order was delivered by USPS or to a Post Office Box, we will file a complaint for criminal mail fraud with the US Postmaster.
Please call us first to investigate a transaction you don't recognize before contacting your credit card company to remove the charge.
We want you to have a great experience when you purchase products from us. If you receive a damaged or defective product, please email us at firstname.lastname@example.org with a description of the problem. At our discretion we will try to work out the details so they are satisfactory for all parties involved.
Previous revisions 01/30/09, 05/06/09, 06/23/09, 07/03/09, 11/28/09, & 05/31/10. This Return Policy notice took effect as of 03/10/18.