How do I return an item?
• Once you complete the Electronic Return Authorization Form, you will be forwarded to a confirmation page, listing the RMA# for your return. A confirmation e-mail will also be sent to the e-mail address you provided on the original order or call customer service at (866) 620-7320 to set up an RMA over the phone. Returns without RMA# are subject to delays, processing fees and may be rejected.
• Your RMA form MUST be included in the return package.
• Pack the item(s) securely in the original product packaging.
• Include all paperwork, parts, and accessories.
• All returned items must be brand new, unused and in their original packaging.
• Returned items will be inspected upon arrival.
• Send the return package to the address listed on your RMA.
• The return package can be sent using the carrier of your choice.
• You can expect a refund in the same form of payment originally used for the purchase within 7-10 business days of our receipt of the returned items.
• We recommend that you obtain a tracking number (delivery confirmation) from the carrier to assure timely delivery, as well as insurance for fragile items.
Returning When Ordered By Mistake:
If you purchased a product in error, it can be returned to HydraulicsDirect.com without a restocking fee for 30 days from the date of delivery if unused, unopened, and in original undisturbed packaging material. Complete the the Electronic Return Authorization Form to accompany your order. For orders returned after 30 days, but not later than 60 days, a 30% restocking fee will apply. Returned product(s) must be in original manufacturer’s packaging, unopened, unused and undamaged. Upon receipt of the package, within 5-7 business days, HydraulicsDirect.com will refund the product(s) cost, including any taxes paid and less shipping. Used products or products missing any original parts/packaging/literature are non-returnable.
Returning Incorrectly Shipped Parts:
At HydraulicsDirect.com we double check every order. However, if you receive an incorrect product, you must notify HydraulicsDirect.com within 5 days of delivery by using our Electronic Return Authorization Form to create and print your RMA form. You can also call or email us to assist in setting the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging. The RMA form must be included in the box. There will be no restocking fee for the first 30 days. After 30 days, a restocking feewill be applied to the return. In order to receive the replacement at no extra cost, you must report the incorrect shipment within 14 days from the delivery date. If incorrect item(s) is reported after 14 days, HydraulicsDirect.com will not pay for the shipping costs associated with the return & replacement. Returned product(s) must be in original manufacturer’s packaging, unused and undamaged. Used products or products missing any original parts/packaging/literature are non-returnable.
If Product You Received Is Found To Be Defective:
If product is found to be defective, you must report it within 14 days from the delivery date - we will replace such products at no additional charge. For orders over 14 days, customer is responsible for any shipping costs associated with the return (see “Warranty Issues” part of this page for details). If you wish to return a defective product without getting a replacement, a 15% restocking fee will apply. To return a defective product, simply follow the instructions in the Electronic Return Form. Note that returned defective product must contain all packaging, literature, parts and accessories that came along with it.
Freight Packages − Please Inspect Upon Delivery:
Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact a HydraulicsDirect.com customer service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver's time in order to fully inspect any freight packages. Note: if you would like a lift gate, there is an $85 lift gate fee.
Received Defective Products:
HydraulicsDirect.com must be notified of defective products within 14 days of receipt. Please use our online return tool to create and print your RMA form. You can also call or email our Customer Service Team to set up the return for you. Return the defective product immediately in the same box it was received in with the original packaging (be sure to include all pages of the RMA form). For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. HydraulicsDirect.com will pay the shipping cost associated with the replacement. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.
If the product you received was damaged in transit:
In order to comply with our carrier’s policy and offer a free of charge replacement for damaged products, they must be reported within 3 days from the delivery date. We cannot accept claims beyond 3 days due to deadline provided by carrier. When complete, our Electronic Return Form will provide an RMA# and instructions on preparing a damaged product for return. Our Customer Service Representative will contact you shortly afterwards to arrange a replacement.
Received a Damaged Package:
If a damaged package is left at your door, please contact us immediately using ouronline return tool to create and print your RMA form. You can also call or email our Customer Service Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All returned products must be unused and in the original packaging. The RMA form must be included in the box. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.
Electronic & Replacement Parts:
All replacement parts, electronic parts and products that contain electronic/electric parts and/or or motors, such as thermostats, controls, zone valves, replacement cartridges, pumps, power heads, water heaters, boilers, heater, etc. are subject to a 15% restocking fee, unless damaged or defective (see details above).
HydraulicsDirect.com honors manufacturer’s warranty on all products sold on our website. Should warranty issues arise, please use our Electronic Return Form to file a warranty claim. Otherwise, please contact our Customer Service for assistance.
Special & Custom Orders:
Orders for custom, special or non-stocking products and are non-returnable unless found defective. If a product is found to be defective please refer to the appropriate part of this page for details. If a product is a special-order and/or non-stocking item, it will be stated in the product's description.
Our staff at HydraulicsDirect.com is strongly committed to excellent Customer Service and will communicate with customers in the event of unforeseen circumstances. Please feel free to contact us if you experience any problems with your order or need any assistance.
HydraulicsDirect.com must be notified of all cancellations by phone. Orders can only be cancelled before they have shipped. If you wish to cancel an order that has already shipped, you will need to set up a return and send the material back with an RMA form. You can set up your return and create your RMA form by using our online return tool or calling customer service. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.
All Other Returns:
All returns that don't fit into one of these categories are eligible for return within 1 year of receipt of the product. There will be no restocking fee if your return is set up within 30 days of receiving the product. After 30 days, a restocking fee will be applied to the return. Please use our online return tool to create and print your RMA form. You can also call or email our Customer Service Team to set up the return for you. All items must be returned in their original packaging and your RMA form must be included in the box.
Return to Top Changing Your Order Before It Has Shipped:
We are able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At HydraulicsDirect.com, we work hard to ship orders as quickly as possible, and your order could ship within a few hours of being placed. Unfortunately, we are unable to make any changes to an order once it has left our warehouse.