Return & Exchange Policy
Do you have questions about returning or exchanging a product? Please call us direct at 920-569-0895.
Division 10 Direct is committed to providing the lowest prices available to us with the quickest lead time possible while keeping the environment in mind. Our solution for all 3 aspects is to ship directly from the manufacturers for many of our items. A big challenge that comes with this decision is that we must follow the manufacturers, our vendors, return policies.
All returns must be approved and assigned a RMA # (return merchandise authorization number).
Send an email to firstname.lastname@example.org referencing:
1. Order #
2. Product #
3. Reason for return or exchange (order error, cancellation, manufacturer's defect)
Orders returned without an RMA # will be rejected and/or accrue additional restocking fees.
Once an RMA # is assigned, we will email you the specific directions of where to send the return and how it should be labeled for manufacturer acceptance. Note: Products must be returned in original box with everything that came with it; instruction sheets, installation hardware, etc. The manufacturer must receive the package in resalable condition. For best results, pack the packaged return into a separate box for shipping so that additional shipping labels and markings are not added to the original box.
Monies will be refunded back to the original credit card less the original shipping costs and fees associated with the return once the return has been accepted by the manufacturer.
There are two different sets of rules for returns, depending on the reason for the request.
Customer Error or Order Cancellations
1. Must be returned within 30 days.
2. 25% Restocking Fee applies
3. Original Shipping Costs are not refunded
4. Return Shipping Costs are buyer's responsibility
5. Product must be returnable*
Manufacturer's Defect/Products Damaged in Transit/ Company Error
1. Email us: email@example.com or call direct at 920-569-0895 immediately.
2. Include a photo of the damage, defect, or error with your email.
3. Keep the damaged or defective product for possible inspection by the carrier and/or manufacturer.
*See our Shipping Policy for more details on materials damaged in transit: Shipping Policy
Upon receipt of your notification, we will work with the manufacturer to resolve the issue for a return or exchange per the manufacturer's warranty policy.
*Non-returnable products include:
Mirrors / Most Medicine Cabinets
Custom Sized (ex. grab bars) or Custom Built (ex. products with logos or special paint)
Large Volume Quoted Products
Built-to-Order Products (ex. option selection)
Other items per manufacturer's individual return policy