Requesting a Return/Reporting Damage or Shipping Problem
Please email us at firstname.lastname@example.org with your Order Confirmation # (can be found on the email you received after placing your order) at any time to request a return authorization. Please specify which part(s) you are wanting to return.
For damage or shipping problems please send photos of the damage (if applicable) to email@example.com with your Order Confirmation # as well as any other necessary explanations. Please also let us know if you want to be refunded or if you would like us to process a reorder for a replacement. We will respond during Office Hours which can be found under Office Hours & Locations.
All returns require authorization from DyersOnline.com. Returns will NOT be accepted without a Return Authorization Number (RMA) written on the outside of the package. The warehouses that all returns are shipped back to receive numerous truck shipments and deliveries daily, if your return does not have an RMA number then it could mistakenly be received and put into inventory without your return being processed.
Any type of return (damaged, defective, missing pieces, wrong product etc.) for any items that have been installed will be denied. Once a product is installed it automatically becomes a manufacturer warranty case. We cannot issue a return or issue a replacement product unless a warranty claim is filed with the manufacturer and they approve the return and replacement.
Return Policy Details
At DyersOnline.com you will have 30 days from the day it is delivered to return an item for a refund unless stated otherwise within the "Additional Information" section for that product on our website. Shipping charges will NOT be refunded, and you, the customer, are responsible for the return shipping charges. Similar to your local brick and mortar RV store, they would not reimburse you for your time, gas, or wear and tear on your automobile to return something you purchased and no longer wanted/needed to the store.
Special order items, clearance sale items, electrical items, or items that are specifically marked as non-returnable are NOT returnable and NOT refundable.
Some items on our website can only be returned within 10 days from the day it was received due to the manufacturer’s policy. This will be clearly marked on our website under “Additional Information” and “Return Policy” on each product.
Why the Restocking Fee?
Returns significantly increase the cost of doing business.
When customers want to return an item that was already packed and shipped out, we incur additional costs as a business. Most businesses, like us, help recover these additional costs with a restocking fee. By deducting a restocking fee, DyersOnline.com is able to keep everyday prices lower on our website whereas other companies who provide what they consider "free returns" will inflate their everyday prices slightly to aid in covering the costs of their pre-paid return shipping labels.
The added costs we incur by allowing returns include:
- Receiving and inspecting the returned product for defects or damage to both the product and the original packaging
- Extra time and materials spent to put all returns back into inventory
- The risk of taking back a product without any guarantee of future sales.
All non-defective items may incur up to a 15% restocking/handling fee. If the item was purchased during our “Free Shipping” promotion or was sold at a reduced flat rate shipping rate (cost of shipping to you was less than what was actually paid by the shipper), then you will be charged the difference of the actual shipping charge AND up to a 15% restocking/handling fee. Those charges/fees will be deducted from your refund.
We strive to do everything we can before you place an order to avoid returns by making sure we get everything right the first time around. To achieve this, we employ an efficiently trained, knowledgeable customer service team that is available to all customers by phone or by email for assistance to help you with any questions or concerns you might have. This allows us to continue to offer everyday low prices throughout our website.
If an item is defective within 30 days from the date of delivery, please notify us immediately with details of the defect and await further instruction. If it has been longer than the above timeframe then all issues fall under the manufacturer's warranty and you will be required to contact them directly for a warranty claim. ALL DEFECTIVE CLAIMS MUST BE HANDLED IN ACCORDANCE WITH THE ORIGINAL MANUFACTURER'S POLICY, NO EXCEPTIONS!
Below are the steps we follow to resolve a defective issue:
1. We request detailed information and/or photos of the defect from the customer and start a claim with the original manufacturer
2. Manufacturer will advise 1 of 4 things:
- They require testing before deeming a product defective or sending out a complete replacement, in which case they will provide an address for the customer to ship the defective product to. They will refund the shipping paid only if the product is deemed defective.
- They do not need the product they have deemed as defective back and will send out a replacement product.
- They will advise that just one piece of the product is defective and needs to be replaced and they will send out the necessary replacement piece.
- They cannot troubleshoot or diagnose the issue over the phone due to safety and liability procedures and will require you to go through a certified service center for a resolution.
If the customer wishes to do a cross ship (have the replacement product shipped out before the defective item is returned, tested, and replaced) then the customer must place a new order and pay for it in full. PLEASE NOTE: While not all manufacturer's policies are this way, some do NOT allow refunds on certain products, meaning if you place a new order and pay for it in full you will NOT receive a refund on your initial order containing the defective product. The manufacturer will send you out a replacement product/piece to replace or repair the product you already have in your possession.
DyersOnline.com, and/or the manufacturer that the defective product was shipped to, reserves the right to determine if an item is defective or not after testing. Any item deemed non-defective will be processed as a refund instead of a reorder unless discussed otherwise. If you would like to have the product back, you will be responsible to pay for the shipping fees.
The following charges will be deducted from your refund if the item is NOT deemed defective:
- A 15% restocking fee OR the difference in the original shipping if the item had “Free Shipping” or was sold at a reduced shipping rate (cost of shipping to the customer was less than what was actually paid by the shipper), whichever is greater.
- Any fees charged by the manufacturer
After 30 days, the item falls under the manufacturer warranty and the customer must contact the manufacturer for help with any repairs/replacement issues.
Please inspect all items upon delivery or shortly after the delivery. If you are present at the time of delivery and an item arrives damaged please refuse the item (do not accept the shipment from the driver) and call us at 623-266-3022 for a return immediately.
If you are not present during the delivery please inspect the items at your earliest opportunity and notify Dyer’s of any damage. We will request photos of the damage to the product and to the shipping parcel. You have 7 days from the delivery date to notify Dyer’s of products damaged in transit. *Please note: A damaged refusal is not the same thing as a Refused Shipment as described below.*
All refused/returned to sender shipments due to buyer’s remorse, changed minds and/or unavailable for delivery (which is an automatic return to sender by the shipping carrier) type scenarios will be subject to a 15% restocking fee and the difference in the original shipping if the item had “Free Shipping” or was sold at a reduced shipping rate (cost of shipping to the customer was less than what was actually paid). No credit will be given for shipping charges. NO EXCEPTIONS!
Orders that have already been submitted and are in the “Processing” status or “Shipped” status cannot be cancelled and must be returned which falls under the Return Policy guidelines. Special Order items cannot be cancelled and are non-refundable and non-returnable, no exceptions.