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Our goal at Royal-Durham Supply is complete customer satisfaction. If you are not completely satisfied with your purchase, you may return the merchandise within 30 days of the invoice date. Please refer to the guidelines below.

Returns or Exchanges

All merchandise that is returned for a refund or exchange must have a Return Authorization number. Contact Customer Service by calling toll-free 1-800-259-4140 to obtain a RA number and instructions for returning the merchandise. If you are requesting a refund, a refund will be issued for the items returned (less shipping charges) once we have received the items back in unused and undamaged condition and in the original unopened packaging with all accessories and manuals included. If you are requesting to exchange merchandise, the replacement will be shipped to you once we receive the return. Additional shipping charges will apply to the replacement merchandise. All returns are to be shipped prepaid to us and must be received within 30 days of the invoice date.

NOTE: We do not accept returns or issue refunds on the following items:

HVAC Parts, Doors, Windows, Special Order Items, Products Shipped Direct from the Factory, and any merchandise totaling less than $10.00.

Unauthorized Returns

We will not accept any products returned without authorization. Unauthorized returns will be returned to you at your cost.

Shipping Errors or Defective Product

If you are returning merchandise due to a shipping error or defect, please contact customer service within 15 days of receipt for a Return Authorization number. You will have the option to return the merchandise for a full refund, or have the items re-shipped. You will not be responsible for return or replacement shipping charges. Please have your invoice available for reference when you call.

Damaged Merchandise

Please inspect your package(s) before signing the release. Once you have signed the release, you have accepted the goods in their current condition. If the goods are damaged, you should refuse to sign the release. If your merchandise is damaged, please call customer service within 15 days of receipt, and we will ship you a replacement or cancel your order.
We do not replace or refund damaged merchandise if it has been installed.

Restocking Fee

A 15% restocking fee may be charged on some items due to packaging and handling. A 15% restocking fee will be charged on any returns received after 30 days of the invoice date, if we accept the return.

Warranties

Warranties are provided by the manufacturer of the products. Please complete and mail any warranty cards received with your merchandise. Should you need assistance with a warranty claim, please contact customer service at 1-800-259-4140. Please have your invoice available for reference when you call.