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Return, Exchange & Refund Policy
Thank you for shopping at Frank Rowe & Son. Customer satisfaction is our number one priority. We make every attempt to ensure your order is filled accurately. If a mistake is made, please contact us immediately.
If you are looking to return or exchange your order for any reason, we are here to help! Products we sell are backed by our 100% satisfaction guarantee. If you are not completely satisfied with your purchase, you may return the new/unused product for a refund/store credit within 30 days.
To initiate a return or exchange, please complete the following:
- Email email@example.com. Subject: RETURN/EXCHANGE REQUEST
Be detailed and provide any pictures necessary to streamline the process.
- Order number
- Name on order
- Email address on order
- Reason for return or exchange
- We will we complete your request, issue an RA# (Return Authorization), and send return instructions for your specific product.
- We will notify you via email if we have any questions, and again when the inspection/review process is complete.
Returns & Refund Eligibility
No returned merchandise will be accepted without a Return Authorization Number (RA#) and a copy of the invoice. Please email, firstname.lastname@example.org, according to the Return Procedures above to obtain a RA# and shipping instruction. An RA# is valid for 30 days after issue.
If you are not completely satisfied with your purchase, you may return the new/unused product for a refund/store credit within 30 days. Products may incur a 20% restocking fee ($5.00 minimum). If the returned product included a free product promotion, the promotional product must also be returned. All products and accessories must be returned in the original packaging with no writing, stickers, or other markings on them. All products must be returned in sellable condition. Products will be inspected upon arrival before issuing a refund/store credit. Products that are returned with missing parts, used, dirty, or damaged, may be refused or may be subject to a reduced refund/store credit depending on the product condition.
Cancelled Orders - An order that has shipped cannot be canceled. Please contact us immediately if you would like an order cancelled at email@example.com. If your order has already been shipped, and you would like to cancel the order, please do not reject the package when it arrives. Accept the package from your courier and follow our return policy. If you refuse an order which has already shipped, not due to damage, it will delay the return process and incur extra costs for return shipping. This cost is dependent on the product refused and the destination location. The customer must cover the cost of the original shipping, return shipping, freight rerouting fees, and restocking fees. This amount will be deducted from the overall refund/store credit.
Clearance Products – All sales are final on clearance products.
Custom Order Products - There are no returns allowed for custom products. These products are not routinely stocked at our warehouse and therefore cannot be returned.
Damaged Products – Occasionally, products do arrive damaged in transit. Inspect product deliveries before you sign the delivery receipt from the carrier. If you sign the delivery receipt, without inspecting the shipment, you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. If damaged product deliveries do not require a signature, contact Frank Rowe & Son to start the claim process. Call immediately. Concealed damage claims must be reported. Shipping claims are time sensitive. Provide photos via email to firstname.lastname@example.org. Keep all packaging material so that a shipping claim can be processed.
Suspect Damage - On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage - Do not sign for damaged products. If your product arrives damaged, please REFUSE DELIVERY, and call immediately. Provide photos via email to email@example.com. We will process the appropriate claims and coordinate an exchange for you.
Defective Products - We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, do not worry. Often, it is a simple issue that can be resolved over the phone. Products outside of the 30-day return window must be returned to the manufacturer and will fall under manufacturer return/warranty guidelines.
Drop Shipped Products - These products are shipped to you directly from the manufacturer and may be returned with approval from the manufacturer. If approved, you may also be responsible for the manufacturer’s restocking fee. Drop Shipped Products must be returned directly to the manufacturer.
Exchanges – The customer is responsible for paying return shipping to Frank Rowe & Son, as well as shipping costs to reship any non-defective products back to the customer.
Incorrect Products - Returns due to shipping errors by Frank Rowe & Son will issued a return shipping label.
Opened Merchandise - "Opened" and unused products in their original packaging may be returned within 30 days of delivery but may be subject to a 20% restocking fee to cover inspection, cleaning and repackaging expenses. Opened returns must be in salable condition with original materials and packaging.
Sharpening and Repairs – Frank Rowe & Son strives to always provide quality sharpening and repair services. We encourage you to test your products within 15 days of receipt so we can quickly remedy any problems. If you have an issue, please contact Frank Rowe & Son immediately at firstname.lastname@example.org or 717.616.8646.
Shipping Cost Refunds – Shipping methods with guaranteed delivery date/time will be authorized a refund of shipping costs if the carrier allows depending on what you are shipping, what service you use, and location. Specific terms and conditions of service apply. Estimated delivery times are not eligible for refunds.
Trade Show Purchases – No returns or exchanges will be accepted during a trade show. All returns or exchanges must follow the above return procedure.
Unopened Merchandise - You may return any "unopened" products and accessories within 30 days of delivery for a refund/store credit.
Warranty – Warranty issues after 30 days must be handled through the manufacturer or the manufacturer’s authorized service centers. Most motorized clippers, dryers, and other large equipment have warranty coverage for 1 – 5 years. See warranty information contained in or on most products. Keep receipts and original packaging while equipment is under warranty coverage.
Our Satisfaction Guarantee policy does not cover ordinary wear and tear, improper use, or damage caused by accidents.
Return & Refund Policy Exceptions
We are not able to accept returns on custom orders, books, DVDs, opened containers of liquids, parts, PPE, seasonal products, etc., unless there is a defect in workmanship. Defective products will be replaced with the same product.
Since we offer merchandise from multiple brands, there are return and refund exceptions that do not fall under Frank Rowe & Son policy. All drop shipped products will follow the return policies of the manufacturer.
Securely package all products for return shipping after receiving an RA#. Shipping damage due to inadequate packaging will be repaired at the customer’s expense.
Mark in large print RA#### on the outside of the return box, as well as, on the paperwork inside the box.
Ship to Frank Rowe & Son at 26 South Union Street, Middletown, PA 17057.
The customer is responsible for all shipping charges associated with returns. If Frank Rowe & Son offered free shipping on a product, the original shipping charges will be deducted from any credit issued. Keep a record of the tracking number and insurance, if applicable. Frank Rowe & Son is not responsible for damaged or missing return shipments.
Returns due to manufacturer’s defect, products shipped in error, or damaged products will be issued a return shipping label.
Refunds will be made to the same payment method used in the initial transaction. Please note: Your financial institution may take up to 10 days to post the refund to your account.