NY Plumbing Supply

Last Updated: July 15, 2023

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must have been purchased directly from NY Plumbing Supply (in-store or through our website)
• The return request must be initiated within 30 days of the purchase date
• The item must be unused, uninstalled, and in its original condition
• The item must be in its original packaging with all accessories, manuals, and warranty cards included
• You must have the original receipt or proof of purchase

Items Not Eligible for Return

Certain items cannot be returned due to their nature or for health and safety reasons:

• Special order items (items not regularly stocked and ordered specifically for a customer)
• Custom-cut materials (pipes cut to specific lengths, etc.)
• Items marked as "final sale" or "clearance"
• Products with broken manufacturer's seals (unless defective)
• Products that have been installed, used, or damaged after delivery
• Products that show signs of wear, dirt, or installation attempts
• Toilet seats, personal hygiene products, and other sanitary items once opened

2. Return Process

To initiate a return, please follow these steps:

For In-Store Purchases:

1. Bring the item(s) to any NY Plumbing Supply store location
2. Present your original receipt or proof of purchase
3. Our store associates will inspect the item(s) and process your return

For Online Purchases:

1. Contact our Customer Service team at returns@poep.xyz or call +443849539614 to obtain a Return Merchandise Authorization (RMA) number
2. Include the following information in your request:
   • Your order number
   • The item(s) you wish to return
   • The reason for the return
   • Your preferred refund method
3. Once your return request is approved, you will receive an RMA number and return instructions
4. Pack the item(s) securely in the original packaging
5. Include the RMA number on the outside of the package
6. Ship the item(s) to the address provided in the return instructions

Note: We recommend using a trackable shipping method to ensure your return reaches us safely. The customer is responsible for return shipping costs unless the return is due to our error or a defective product.

3. Refund Options

Once your return is received and inspected, we will process your refund according to the following guidelines:

Method of Refund

• Credit Card Purchases: Refunds will be issued to the original credit card used for the purchase
• Debit Card Purchases: Refunds will be issued to the original debit card used for the purchase
• Cash Purchases: Refunds will be issued in cash (for in-store returns) or by company check (for online returns)
• Check Purchases: Refunds will be issued by company check
• Store Credit: At your request, any return can be issued as store credit instead of the original payment method

Refund Timeframe

• In-Store Returns: Processed immediately at the time of return
• Online Returns: Processed within 5-7 business days after receiving and inspecting the returned items
• Credit Card Refunds: May take an additional 3-5 business days to appear on your statement, depending on your credit card issuer
• Company Check Refunds: Will be mailed within 10 business days after processing

4. Exchanges

If you would like to exchange an item for a different size, color, or model, you can:

• For in-store purchases: Bring the item to any store location for an immediate exchange
• For online purchases: Follow the return process above and indicate that you would like to exchange the item

If the exchange item is of greater value, you will need to pay the difference. If it is of lesser value, we will refund the difference using your original payment method.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at +443849539614 or support@poep.xyz. We will provide instructions for returning the item and will cover the return shipping costs.

For damaged or defective items, you may choose from the following options:

• Full refund to your original payment method
• Replacement of the same item
• Store credit for the full amount of the purchase

Manufacturer Warranties

Many products sold by NY Plumbing Supply come with a manufacturer's warranty. For items that become defective after the 30-day return period but are still covered under the manufacturer's warranty, please contact the manufacturer directly using the information provided in the product documentation.

6. Shipping and Restocking Fees

Return Shipping Fees

Customers are responsible for the cost of return shipping unless the return is due to our error (such as shipping the wrong item) or if the product is defective. In these cases, we will provide a prepaid shipping label or reimburse reasonable return shipping costs.

Restocking Fees

A restocking fee may apply to certain returns:

• 15% restocking fee for non-defective items returned in original condition
• 25% restocking fee for items with opened packaging but otherwise unused
• No restocking fee for defective items or returns due to our error

Restocking fees will be deducted from your refund amount.

7. Exceptions and Special Circumstances

Bulk Orders

Orders of 10 or more units of the same item or orders exceeding $1,000 may be subject to special return conditions. Please contact our customer service department before placing large orders if you have concerns about returns.

Seasonal Items

Seasonal or promotional items may have shorter return periods. Any such restrictions will be noted on the product page or receipt.

Commercial Accounts

Commercial account holders may have different return policies as specified in their account agreements. Please contact your account manager for details.

8. Right to Refuse Refunds

NY Plumbing Supply reserves the right to refuse a return or refund if:

• The return eligibility requirements are not met
• The item shows signs of use, installation, or damage caused by the customer
• The item is returned beyond the 30-day return period
• The customer has a history of excessive returns
• Fraud or deception is suspected

9. Contact Information

If you have any questions or concerns about our Refund Policy, please contact our Customer Service department:

Customer Service
NY Plumbing Supply
87 Harrison Drive West
William, W10 6DY
New York, USA

Email: returns@poep.xyz
Phone: +443849539614
Hours: Monday-Friday, 9:00 AM - 5:00 PM EST

10. Changes to This Policy

We reserve the right to update or change our Refund Policy at any time. Any changes will be posted on this page with an updated revision date. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.