Return Policy & Warranty Information

Return Policy

At DrainageDirect.com, we strive to provide you with high-quality products and excellent customer service. We understand that there may be instances where you may need to return or exchange a product purchased from us. Therefore, we have developed this return policy to facilitate a smooth and hassle-free return process.

1. Eligibility:
1.1) To be eligible for a return, the product must be unused, undamaged, and in its original packaging.
1.2) Returns must be initiated within 30 days from the date of purchase.
1.3) Returns will not be accepted without prior approval.

2. Return Process:
2.1) Contact our customer service team by email at sales@drainagedirect.com to initiate the return process.
2.2) Provide the order number, product details (part numbers & quantities), and reason for returning the item.
2.3) Our customer service team will review and provide you with further instructions on the return process.
2.4) Once the return has been authorized, an RMA# will be provided. Please include this number with your return for faster refund processing.
2.5) The product must be returned within 14 business days of authorization

3. Return Shipping:
3.1) If the return is due to an error on our part (e.g., wrong item shipped or damaged/defective product), we will send out a replacement or issue a credit.
3.2) If the return is due to a change of mind or a non-defective product, you will be responsible for the return shipping costs.
3.3) We recommend using a trackable shipping service and obtaining shipping insurance to ensure that the returned item arrives safely. We are not responsible for any item lost or damaged during the return shipping process.
3.4) Returns are to be shipped to: 3 Fairfield Blvd., Wallingford, CT 06492

4. Refunds and Exchanges:
4.1) Once we receive the returned item and verify its eligibility, a refund will be processed.
4.2) Refunds will be issued to the original payment method used for the purchase, within 5-7 business days after the return is successfully processed.

5. Restocking Fee:
5.1) Products returned due to a change of mind or non-defective reasons will be subject to a restocking fee of 30%. This fee will be deducted from the refund amount. Please note that this return policy applies solely to purchases made through DrainageDirect.com.
5.2) We will not accept returns made outside of the DrainageDirect.com website.
5.3) If you have purchased our products from any other retailer or distributor (e.g., Amazon), please refer to their respective return policies.

6. Refused Delivery:
If an order delivery is refused by the customer, no credit will be issued. Please refer to the return policy above.

 

Warranty Policy

1. Warranty Coverage:
1.1) DrainageDirect.com ("Company") offers a warranty to the original purchaser ("Customer") of the products purchased directly from the Company's website, DrainageDirect.com ("Website").
1.2) This warranty applies only to products listed on DrainageDirect.com and purchased directly from the Website.
1.3) The warranty coverage extends only to manufacturing defects, as outlined in section 2.

2. Warranty Duration and Manufacturing Defects:
2.1) The warranty period for all products purchased from DrainageDirect.com is sixty (60) days from the date of purchase.
2.2) Manufacturing defects covered under this warranty include any material or workmanship defects that arise during normal and intended usage of the product.
2.3) This warranty does not cover defects or damages resulting from improper installation, neglect, misuse, normal wear and tear, accidents, or any modifications or unauthorized repairs.

3. Customer Responsibilities:
3.1) The Customer must carefully follow the installation and usage instructions provided by the Company for each product.
3.2) It is the Customer's responsibility to inspect the product upon delivery, and report any visible defects or damages to the Company within three (3) business days of receiving the product.
3.3) Any warranty claim must be reported to the Company within the warranty period, providing the original order details, along with a description and evidence of the defect (e.g., photos).

4. Warranty Claim Process:
4.1) To initiate a warranty claim, the Customer must contact the Company's Customer Service department through the contact information provided on the Website (sales@drainagedirect.com).
4.2) The Customer Service representative will guide the Customer through the warranty claim process, which may include providing additional information, photographs, or returning the defective product.
4.3) The Company reserves the right to inspect the defective product and determine the validity of the claim before providing any warranty resolution.
4.4) In the event of a valid warranty claim, the Company will, at its discretion, either repair or replace the defective product with an equivalent or comparable item.

5. Exclusions and Limitations:
5.1) This warranty is non-transferable and applies only to the original purchaser.
5.2) The sole and exclusive remedy under this warranty is the repair or replacement of the defective product as described in section 4.
5.3) The Company shall not be liable for any incidental, consequential, or indirect damages arising out of the use or inability to use the product.
5.4) The warranties provided herein are in lieu of all other warranties, whether expressed or implied, including but not limited to merchantability and fitness for a particular purpose.

Please note that the above warranty policy is subject to change without prior notice. It is advisable to review the policy on DrainageDirect.com for the most up-to-date version.

 

Damaged Shipments

At DrainageDirect.com, we understand the importance of delivering high-quality products to our customers in a timely manner. However, despite our best efforts, occasionally shipment damages may occur during the transit process. We have developed the following damaged shipment policy to ensure that our customers' concerns are addressed promptly and fairly.

1. Reporting Damaged Shipments to Shipping Carrier:
Shipping claims for damaged or missing shipments are the responsibility of the customer. Please follow these steps:
- Shipping claims are to be filed by the customer with the delivering shipping carrier.
- If you receive a shipment in damaged condition, you MUST retain all packaging and contents for examination by the carrier.
- You MUST immediately advise the carrier by phone and in writing, and then advise our office (sales@drainagedirect.com) immediately so we may assist you with your claim.
- Please be ready to provide your claim number.

2. Reporting Damaged Shipments to Drainage Direct:
In the unfortunate event that you receive a damaged shipment, it is crucial to immediately report it to DrainageDirect.com. Please follow these steps:
- Take pictures of the damaged package and its contents as evidence.
- Contact our customer support team as soon as possible by email at sales@drainagedirect.com, with the details of the damage and attach the pictures.
- Provide your order number, date of purchase, and any other relevant information.

3. Review and Confirmation:
Upon receiving your report, our customer support team will review the information and assess the situation. We may request additional details or evidence as necessary to validate the claim. In certain instances, we may request the return of the damaged items for inspection or disposal purposes. We will provide detailed return instructions, including any shipping labels or arrangements necessary after acessing the situation.

4. Resolution Options:
Depending on the nature and extent of the damage, we will offer one or more of the following resolution options:

a. Replacement:
If the damaged product can be replaced, DrainageDirect.com will arrange for a new shipment at no additional cost to you. The replacement will be processed as soon as possible to minimize any inconveniences caused.

b. Refund:
If a replacement is not feasible, DrainageDirect.com will offer a refund for the damaged product(s). The refund will be processed using the original payment method and may take several business days to reflect in your account.

Please Note:
- In all cases, you must report any shipment damages within 48 hours of receiving the delivery to be eligible for resolution options.
- Damages caused by the customer or due to improper handling or installation are not covered under this policy.
- Any claims made after the specified reporting period may not be considered.
- DrainageDirect.com reserves the right to request additional information, evidence, or clarification to properly assess the claim.

 

For any further questions or assistance regarding the return or warranty process, please do not hesitate to contact our dedicated customer service team at sales@drainagedirect.com.
Normal office hours are 8:30 A.M. to 5:00 P.M. Eastern Standard Time, Monday through Friday.

We appreciate your business and look forward to serving you.

DrainageDirect.com