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DeRoyal
understands that sometimes a product does not fit the
needs of our customers for one reason or another and
needs to be returned. To ensure the return is handled
smoothly we ask that you follow the steps outlined
below.
Before
You Return Products
Most
product problems can be resolved with a telephone call
to a DeRoyal customer
support representative at 1-800-251-9864
8:00 a.m. – 6:00 p.m. (eastern time) Monday through
Friday.
The customer support representative can help find a
product that will better suit your needs. If you need to
return product, a return authorization (RA) request
must include the following information:
- Reason
for return
- Product number,
quantity
and lot number
- Customer
P.O. number
and
date
- DeRoyal
invoice number and date
- Your
fax number
NOTE:
No returns will be accepted without a valid RA number on the outside of the box so that the
RA number is visible. All return authorizations expire
in 30 days from the date the RA is issued. Shipments with an invalid or expired
RA number will be refused by DeRoyal and
returned to you, freight collect.
Under no circumstances will a return be accepted
for items returned 180 DAYS or more from the original
invoice date.
Reasons for Return
In general, returns of non-defective
products are accepted within 180 DAYS from the original
invoice date. To be considered for return the product is
to be unopened, unused, and in exactly the same
condition as when you received it. If the product
or the packaging for the product was in any kind of seal,
such as shrink-wrap, a bag, or a sticker label across
the opening of the box, this seal must not be broken.
The cost of returning non-defective products is the
responsibility of the customer.
Defective and / or
Damaged Products
Please call customer
support at 1-800-251-9864 for instructions before
returning any defective products. You will receive
replacement product once the defective product is
received, a credit to your account will not be
necessary.
If you need the replacement before the defective
product can be returned, replacement
product will be sent out immediately if the value of the replacement is less than
$250. Replacement product valued greater than $250 will require pre-approval. Alternatively,
DeRoyal will accept a standard order for the replacement product; your account will
be credited after the defective poduct is returned.
DeRoyal will pay for the freight to send you replacement product and will take responsibility for the cost of returning defective product. Defective/damaged product should always
be returned, unless otherwise authorized by DeRoyal. If the product is returned
as defective and is found to actually NOT be defective, then DeRoyal reserves the
right to revoke the credit or to issue an invoice (billing only) for the value of
the replacement product.
Products that are defective and / or have concealed damage
are NOT eligible for return after 180 days from the date of the invoice, except
in situations where the product is otherwise covered by a specific warranty. Product
with visible damage upon delivery should be refused from the carrier (e.g., common
carrier, UPS, FedEx) upon delivery.
Restocking Fees
Merchandise returned for
reasons other than defective or DeRoyal error may be subject to a restocking fee. The restocking fees are as
follows:
Return from Date
of DeRoyal Invoice: |
Restock Fee: |
| 0-60 days |
0%+Freight |
| 61-90 days |
10%+Freight |
| 91-120 days |
20%+Freight |
| 121-180 days |
30%+Freight |
>181 days
(greater than 6 months) |
NO RETURNS |
Merchandise Not Eligible for Return
Products that are
not restockable by DeRoyal are not eligible for return unless the product is defective
or return is due to DeRoyal error. This
includes the following products:
- Custom and/or made to order products
- Products not in standard DeRoyal
packaging
- Products that have been discontinued or changed
- Case goods that have been partially used
- Foam products
- Wound care products
- Products that expire within 90 days of proposed return date.*
NOTE: If upon inspection returned products are deemed not restockable, you will be notified by
letter. The non-restockable items will not be credited
to your account. In the letter you will be given the
option of receiving the products back freight collect or
letting DeRoyal dispose of them. If replacement product was issued in
lieu of credit and the returned product is deemed non-defective, an invoice (billing
only) will be issued for payment of the replacement product that was sent.
RA Approval
Generally, returns are approved immediately. However, some returns may be subject
to additional approvals due to the nature of the return (e.g., excessive dollar
amount, product changes).
* DeRoyal
strives to ship product, where applicable, with no
less than 90 days before expiring. Recognizing that occasionally product is shipped
that may expire within 90 days, special considerations will be taken to address
requests to return product.
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