Return Policy

Returning Products to QRFS

All returns (for any reason) must be submitted within 30 days of delivery. Special order items including, but not limited to, Dry Sprinklers, Custom Painted Cover Plates, and Fire Hose without Couplings are not able to be returned unless they have defects. Used items will be assessed on a case-by-case basis and may be subject to restocking fee or denied altogether if any claim is the result of previous use. Items damaged in transit with a parcel carrier must be declared within 48 hours. Items damaged in transit with a freight carrier (e.g., delivered on a pallet) must be refused. See Items Damaged in Transit section below.

All returns require a Return Merchandise Authorization (RMA). You can start the process by using the Order Status and Return Form, or by calling QRFS customer service. Items purchased at QRFS.com may be returned to our location in Ashland, VA, unless a different address is specified by QRFS on the RMA.

Items must be returned in the original packaging and condition they were received. We highly recommend that you keep your packaging for at least 30 days after purchase. All returns will be inspected upon receipt. Any item received that is damaged and undeclared through the RMA submission will not be refunded. We reserve the right to issue partial refunds in this situation.

Heavy-Duty Fire Sprinkler Head Guards are made to order and do not qualify for returns unless they arrive defective or are not the correct item purchased.

Defective Products

We will gladly accept the return of products that have defects in manufacturing and/or workmanship within 30 days from the date of delivery. You must create a return merchandise authorization (RMA) request either through your account page, by using the Order Status and Return Form, or by calling QRFS customer service. QRFS will provide a return shipping label.

Fulfillment Mistakes

Fulfillment mistakes that result in the shipment of incorrect product to you will also be accepted for return 30 days from the date of delivery. You must create a return merchandise authorization (RMA) request either through your account page, by using the Order Status and Return Form or by calling QRFS customer service. QRFS will provide a return shipping label.

Incorrect Item Ordered

In the event that you order incorrect material through no fault of QRFS, we reserve the right to charge a 25% restocking fee deducted from the total amount of the refund, and shipping in both directions is the responsibility of the buyer. You must create a return merchandise authorization (RMA) request either through your account page, by using the Order Status and Return Form or by calling QRFS customer service. At your request, QRFS can send a return shipping label and will deduct the cost from the amount refunded.

Damage in Transit

Occasionally, packages are damaged in transit. It is the buyer’s responsibility to inspect packages shipped via a parcel carrier (e.g., UPS, FedEx, DHL, USPS) upon receipt and notify QRFS within 48 hours if the package arrived damaged through our Order Status and Return Form or by calling customer service.

Please inspect all freight shipments (e.g., Conway Freight, FedEx Freight, etc.) carefully before accepting the shipment. If a package looks damaged in anyway, please do not sign for it. Refuse delivery and contact QRFS customer service immediately with a description of the damage.

Change Requests

QRFS will make every attempt to change an order at the buyer’s request if the item has not yet been fulfilled. Most orders are shipped the same day, so promptly contacting QRFS to request a change is necessary. Orders that are already shipped cannot be changed and must go through the returns process detailed above.

Replacements

For the fastest replacements, we can process a new order and ship the items the same day. Otherwise, all replacements are shipped after receipt and inspection of the returned items. Any refunds due will be issued after items are received and inspected.

Warranty

QRFS will assist you in submitting a warranty claim for items still under warranty that were purchased from QRFS within the warranty period. 

International Orders

QRFS does not accept returns for items delivered to addresses outside of the United States and Canada.