Table of Contents
- What is Westside Wholesale's Return Policy?
- Incorrectly Ordered Item or Unsatisfied With Item Ordered
- Item Damaged Upon Receipt (due to mishandling by shipping carrier)
- Wrong Items were shipped (or items are missing in the shipment)
- Item Ordered is Defective
- International Returns
Westside Wholesale customers have up to 30 days after receiving their shipment to return an item (Special order items as well as items that state "No Returns" on the product page are non-returnable). Although it is possible a 20% restocking fee will be applied & shipping charges not refunded.
Returns are processed in the order in which they are received (Please label accordingly with your Return Merchandise Authorization number to expedite this process) and allow 10 to 15 Business Days (not including weekends or holidays) for normal processing of all returns. Once a return has been processed, also allow up to 30 days to receive a credit or refund on your credit card billing statement, depending on your bank's or credit card's processes.
Listed below are the acceptable reasons for return and how each one is handled. Customers who want to return any item should read this carefully to avoid any confusion.
Sometimes our customers realize they ordered the wrong item or find out they don’t have a use for it anymore. That’s not a problem.
We will gladly accept returns if the items:
• Have not been installed
• Are in its original manufacturer packaging
• Are in New Resalable Condition within 30 days of purchase
You will have the option to receive either 100% in store credit (minus shipping fees) or you can choose to receive a refund to your credit card with a 20% restocking fee deducted. Please understand that the cost of shipping will not be refunded. Note: Certain products have higher restocking fees or have special return requirements which are indicated on the product page. Policies listed on the product pages take the place of the general return policy.
It is the customer’s responsibility to pay for return shipping and to make sure that the shipment is packaged “appropriately” (according to UPS guidelines ) to prevent damages.
(Please remember not to write the RMA number directly on the manufacturer’s box)
Once our Returns Department receives the return, there will be a thorough inspection of the item(s) returned to confirm that the return has been delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).
Please note that refusal of a shipment upon delivery will also be refused by our Receiving Department due to a lack of a RMA number. This will result in additional shipping charges.
If a shipment gets damaged by one of our carriers, it is important for our customers to accept the shipment & notify our customer service representatives within 2 business days. (Please do not refuse the package as this will be refused by our Receiving Department & incur additional shipping charges).
Our credits department is required to report a damaged shipment to the carrier within 2 business days, otherwise reimbursement for the shipment may be withheld.
If the shipment is held longer than 2 business days, it may be treated as an incorrectly ordered shipment (see above).
If the shipment is within 2 business days, our friendly customer service representatives will gladly accept the return and provide either a replacement or a 100% Full Refund. A Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again and place another payment, which will be credited once the return is finalized.
The Returns Department performs a thorough inspection of the items returned to confirm that the return is delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).
Only when a return is confirmed by the Returns Department is the Credits Department able to issue the appropriate credit back to the customer’s card.
Our Shipping Department takes pride in its 99.3% shipping accuracy rate. However if you do receive an incorrect item due to a shipping error or if your order is incomplete, please call customer service to report the error and a supervisor will be able to provide you with a satisfactory resolution. We apologize for any inconvenience that may be caused, but we will make every reasonable effort to satisfy our customers.
The customer service supervisor is required to gather the order information, such as total weight of the package delivered and total expected weight, and investigate with the Inventory Manager, Shipping Department, and with the shipping carrier to confirm the customer’s claim.
Once the error is confirmed, a Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. (Please note that there may be additional repacking fee if the original box is defaced. Please remember not to write the RMA number directly on the manufacturer’s box)
If the order was shipped incompletely, the customer will be sent the remainder of the items that were missing from the shipment immediately.
In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the charge for the old and new shipments will remain on the credit card.
If the customer finds the product elsewhere and simply wants to return the item (unopened), we will credit the customer with a 100% full refund once the item is returned.
The Returns Department performs a thorough inspection of the items returned to confirm that the return is delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).
Although it is our responsibility to pay for the return shipping of the item, please remember that any damages that occur during the return shipping due to “insufficient packaging” (according to UPS guidelines) will be subject to refusal by the Receiving Department and a void of the RMA.
Westside Wholesale is an authorized distributor for the manufacturers in its online catalog. All products sold are brand new and premium quality. Additionally, our Shipping Department goes the extra mile to open factory sealed boxes and input additional packaging material (if needed), to ensure that the item does not get damaged during shipment. We make an extremely great effort to prevent customers from receiving damaged items that result in defects.
Each manufacturer, has a different Warranty and return policy that we uphold. Our return policy for defective items varies depending on the product.
Some brands that we distribute, such as Panasonic and Pelican, have a success rate of over 99.7%, and many times our customer will not have the proper training, and will install the product improperly. Before assuming the item is defective, please contact the product's manufacturer or consult our knowledgeable sales team, who may be able to prevent you from going through the hassle of returning an item that simply needs an adjustment.
On Most items, if it is within the 30-day return period, we will issue an RMA number and deal with the Manufacturer ourselves In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the charge for the old and new shipments will remain on the credit card.
If the customer finds the product elsewhere and simply wants to return the item, we will credit the customer with a 100% full refund once the item is returned. However, it is the customer’s responsibility to ship the return back.
If the defective item was ordered beyond the 30-day return period, customers should contact the manufacturer and process a warranty claim through the manufacturer’s customer service.
For some items (as noted on the product page), we require the manufacturer’s authorization to accept returns for defective claims. In these cases, customers will need to contact the Manufacturer for technical support and/or service department. If support is unable to solve the problem with the item, the manufacturer will allow us to process the claim for the customer.
For a few items (as noted on the product page), we will not accept returns on defective claims, because the manufacturer has required its distributors to field the claims first and provide parts to the customer if necessary. If providing parts will not suffice, the manufacturer will provide us with a RMA number which we will pass on to our customer.
The Returns Department performs a thorough inspection of the items returned to confirm that the item is defective. If it is determined that the item is: not defective, still in working order or damaged as a result of improper installation/handling; the RMA will be canceled. The item will be shipped back to the customer and the shipping cost will be charged to the customer’s credit card.
WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?
All inquiries regarding your international order should be directed to International Checkout at:
EMAIL: support@internationalcheckout.com.
PHONE: USA Phone: +001.310.601.8196
USA and Canada: +1.866.682.0641
UK Phone: +44.20.8133.2436
Australia Phone: +61.28003.4685
Denmark Phone: +45.36.950312
Sweden Phone: +46.4069.35779
Hong Kong Phone: +852.8175.6057
Japan Phone: +81.50.5534.6826
Finland Phone: +358.(02)3619.0437
Brazil Phone: +55.(11)3717.5368
Dominican Republic Phone: +1809.202.3017
Ireland Phone: +353.1443.3715
Mexico Phone: +52.558.421.8266
New Zealand Phone: +64.9889.0408
All Others: +001.310.601.8196
Please visit the International Checkout Customer Service page for more information and phone numbers in your area.
