Return, Exchange, and Refund Policy
Updated: August 4, 2020
Dear valued QRFS customer,
QRFS believes everyone should have easy access to fire and life safety products and services.
Our ability to deliver quality service, support and low prices depends on fair and honest dealing.
We respectfully ask that you be fair with us when returning packages.
We understand that in certain circumstances you order a product and when received it requires special attention. Products received that are defective or incorrect, we will gladly accept as returns within 30 days.
Returns will only be refunded if the item is qualified for a return, you complete a Return Merchandise Authorization form, and return the product (in the original packaging and in the condition received) within 30 days.
Very Important: We cannot accept returns of items that were used or installed – please ensure the item meets your needs before installing it within your system.
Read below for more information.
Customer Support Team Phone: 888-361-6662
Email: [email protected]
What items are eligible for returns?
Nearly all QRFS items are eligible for returns except for
- Special ordered items
- Items shipped outside of the United States and Canada.
Special ordered items include:
- High Pressure or Very High Temperature (>286F) Fire Sprinklers
- Dry Sprinklers
- Custom Painted Cover Plates
- Fire Hose without Couplings
- Colored Fire Hose
- Heavy-Duty Fire Sprinkler Head Guards
These items cannot be returned. If special order items arrive with defects, call our Customer Support Team.
What if I want to exchange an item?
Currently, we do not offer exchanges. If you would like to exchange a product, please return it in accordance with our returns process and then place a new order.
How do I start a return?
All returns require a Return Merchandise Authorization form. You can start the process by using the Order Status and Return Form or by calling our Customer Service Team.
Items must be returned in the original packaging and condition they were received. All returns will be inspected upon receipt. Very Important: Any item received by our warehouse that is damaged, clearly used, or does not have a Return Merchandise Authorization form submission will not be refunded.
Once the item is received by our warehouse, we will issue a refund for the items less shipping within 15 business days. Returns must be received within 30 days or they will not be refunded.
Where do I return an item?
The Return Merchandise Authorization will indicate the address to return your item. Most items will be returned to our headquarters unless otherwise noted by the Return Merchandise Authorization form.
11091 Air Park Road
Ashland, VA 23005
What if an item arrives damaged or defective?
Occasionally, packages are damaged in transit. If the package arrives visibly damaged, it is the buyer’s responsibility to inspect packages upon receipt, take a picture or pictures of the unopened package, and notify our Customer Support Team with 48 hours of receipt, except holidays. We will work with you to reship the items and, when appropriate, file a claim with the package carrier.
If the items within the package are damaged, it is the buyer’s responsibility to inspect packages upon receipt, take pictures of the damaged items with the original packaging, and notify our Customer Support within 48 hours of receipt, except holidays. We will work with you to reship the items and, when appropriate, file a claim with the package carrier. Very Important: We will not accept returns after installation.
What if I ordered the wrong item?
If you ordered the incorrect item, you must complete a Return Merchandise Authorization form. You can start the process by using the Order Status and Return Form on the QRFS website or by calling our Customer Service Team. We will issue a refund for the item less any return shipping fee incurred by QRFS. Very Important: Returns must be received within 30 days.
What if I didn’t receive the item I ordered?
If you received an incorrect item, you must complete a Return Merchandise Authorization form. You can start the process by using the Order Status and Return Form on the QRFS website or by calling our Customer Service Team. We will issue a refund for the items, send the correct item, and provide a return shipping label. Returns must be received within 30 days.
Can I cancel an order?
Yes, you can cancel an order any time before you order ships. You may cancel your order by calling or emailing our Customer Support Team. All in-stock items ship same day so notify us as soon as possible if you would like to cancel.
Can I cancel an order after it has been shipped?
No, an order cannot be canceled after it has shipped. However, you may return the items, in which case the package will be returned to our warehouse and you will be issued a refund less shipping.
What about items under warranty?
QRFS will assist you in submitting a warranty claim for items still under warranty that were purchased from QRFS within the warranty period.
What happens if I refuse the package?
Refused packages will not be refunded, except for LTL shipments. If you no longer want an item you ordered, you may return it through our returns process. For more on LTL shipments read our order processing and shipping policy.