Here at SharpStone, customer satisfaction is our top priority. We want you to be completely satisfied with any purchases made directly with us. If you need to return or exchange something that you ordered directly from us, please fill out the RMA Form as soon as possible. We accept returns within 30 days of receipt of your purchase directly from us. Items must be returned in brand new, unused, unopened and in its original packaging, except defective products. Return shipping costs will be at the customer's expense. Free shipping only applies once. Original actual shipping charges are not refundable. All merchandise returns are subject to a detailed inspection. Any merchandise unsuitable for resale will not be accepted (do not adhere labels to retail packaging). A minimum restocking fee of 20% will be applied to all returns less than 30 days. NO RETURNS ARE ACCEPTED AFTER 30 DAYS OF SHIPMENT ARRIVAL.
PLEASE NOTE EXCEPTIONS:
International orders, orders not purchased directly from us here, and discontinued products will NOT be accepted by SharpStone for return under any circumstances. We will make it right if it is defective only if it was purchased here with us. WE DO NOT WARRANTEE ANY PRODUCTS NOT PURCHASED DIRECTLY FROM US; you would need to please contact the place of purchase.
*UNAUTHORIZED RETURNS* Orders that are refused or rejected without prior approval may not be refunded or subject to higher restocking fees. Customers will also be responsible for any new shipping fees incurred because of the refusal. There will be no refunds for orders refused for nonpayment of Duties and/or Tax fees with international Orders.
All products to be returned brand new and must include original packing material, and other accessories.
Any discrepancies such as defective items, missing items, wrong items, or any type of problem with an order that has been delivered must be reported to us within 30 days of receiving purchase. We will make sure to have a replacement sent out as quickly as possible. Please keep all packaging as we will require the item back under most circumstances and we will cover the costs to get the item returned to us. If you do not wish to have a replacement, it would be subject to a standard return procedure. We cannot be held responsible for any issues after 30 days of receiving purchase.
We reserve the right to refuse a return depending on certain circumstances.
INSTRUCTIONS FOR RETURNS / EXCHANGES:
• Step 1: Before returning any order you made, you must first fill out the RMA Form which can be found when you log into your account and obtain a Return Merchandise Authorization (RMA) number. NO returns, of any type, will be accepted without an RMA number. The RMA form will ask for your customer information, order/invoice number, and the nature of the problem. Please note it can take 2-5 business days to process an RMA Number request.
It is very important that the RMA number is clearly written on the outside of the shipping box and all RMA information is found within the package as well. Packages received without an RMA number or without authorization will be considered an unauthorized return and may not receive a credit until authorized.
• Step 2: If you paid for the purchase with a credit card, your account will be credited back the amount of the purchase once the product has been received and inspected minus actual shipping costs and restocking fees. If you paid with a check or money order, allow 10 business days to receive your refund check after the return is received and processed. Account credits must be used within 1 year of issue date.
• Step 3: On all product returns, you will be responsible to arrange and pay for the shipment of the product back to the appropriate SharpStone warehouse. Do not ship it back to the return address as we have seperate warehouses that process returns. You may use UPS, USPS, or FedEx. Please make sure to have tracking information for any return shipments and to provide it to us.
• Step 4: We apologize for the inconvenience if you are returning an item that is defective or shipped in error by SharpStone. If this is the case, we will email a label, schedule a pick up, or reimburse you for the shipping charges. For all other returns, you are responsible for the original delivery costs and the return shipping charges.
For exchanges, please place the order for what you need, then fill out the RMA form and we will then simply refund or credit your account once returned. This ensures you get what you need more quickly.
Please allow about 5-7 business days for items being returned for store credit / refund / exchange as returns must be processed, examined, and then credited. Sometimes it can take a shorter amount of time and sometimes longer. We will immediately let you know once a return is processed.
All orders cancelled by the customer for any reason after the order has been placed will be subject to a 5% cancellation fee. We will only cancel an order within 1 hour of the order being placed. All order cancellations require a cancellation reason, must be in writing in an email, and we must be notified before there is a tracking number or shipment. Once an order has a tracking number or has been shipped, it cannot be cancelled under any circumstances and is out of the cancellation window. Cancelled orders that have not been shipped may also be subject to a minimum 20% restocking fee in certain circumstances. Any freight items, special order items, international orders, or items made per order may not be cancelled once order is processed even if there isn't a tracking number available. Please note we reserve the right to cancel an order if there is any issue. There are instances where a package may ship before any information is available and this is because our warehouse first ships orders and then provides us with the tracking report which then gets sent to you. If there is a situation like this where an order was cancelled and/or refunded while it was already shipped, we will not be able to honor the cancellation and any refund will be cancelled. While we do our best to honor all cancellation requests, there are instances where we cannot depending on the warehouse and the circumstances.
RETURNED PAYMENTS / CHARGEBACKS / CREDIT CARD DISPUTES:
We do our best to resolve any situation and will definitely do so according to our policies you agree to when sending your order. If a situation has been resolved in accordance to our policies and there are any returned payments, chargebacks, and credit card disputes for any reason after the resolution, there will be a $40.00 fee for each returned payment which becomes due at time of notice. Please note that even if your credit card company returns the payment, this does not remove your obligation to pay for your order and payment must be made immediately. Since payments are due at time of order, a returned payment might lead to a late payment/delinquency which will be reported to the major crediting boroughs. Interest will collect at a rate of 2% a month but if that percentage is usurious, the legal allowed limit will be collected as interest. All warranties will be null and void. If legal action is taken for non-payment, you will be responsible for reasonable attorney's fees, filing charges, court fees, and any other charges associated with collection of payment.