Customer Satisfaction - Return Policy
What?! You don't like the product your ordered? You placed an order for the wrong item?! The color of the tool doesn't match your existing tool wardrobe? Lucky for you that we have a 60 day return policy for such faux pas...
We do appreciate your business and want you to be satisfied with your purchase. In the event you are not satisfied with your purchase and need to return the item for anything other than a defective item issue, we do have a 60 day return period. Within the first 60 days you must contact us by emailing firstname.lastname@example.org (yes, you indeed read that correctly, by emailing). This will create a case in our customer service database to expedite the return process. Our awesome customer service agent will respond with a return authorization number and form that must be included with your return. If the item is received in the warehouse without this form, processing will be delayed and/or the item may be returned back to you.
All Hitachi reconditioned tools can be returned within the first 60 days but unfortunately since we do not do the reconditioning for our other manufacturers the return policy is 30 days. You will receive a full credit minus any shipping charges and a 15% restocking fee. All new tools can be returned within 30 days of receipt for a full credit minus a 15% restocking fee. The restock fee can be waived if a new order is placed prior to the return and receipt of the returned item to our warehouse. Once your new order has been placed, you must provide us with the confirmation of your new order via email (email@example.com) so that we may note your existing order of the waive.
Ship the product back at your cost to:
Reconditioned Sales dba Big Sky Tool
C/O Customer Service/RMA
5904 Peachtree Corners East
Norcross, Georgia 30071
Please be sure to include the RMA # (this will be located on the Return Authorization Form that you will receive directly from customer service via email) on the outside of the box along with the return authorization form. We will issue a refund to your credit card within three days of receiving the product and verifying it is in its original condition. Items determined not to be in original condition (i.e. damaged, abused, missing items, personalized and new items not in original packaging) or items received outside of the 60 day return policy will not be refunded and returned to you.
Instructions for RMA Approval
Please contact customer service immediately and within the first 30 days of order receipt. You must reference the following information in your email correspondence:
- Contact our fantabulous customer service agent via email (firstname.lastname@example.org)
- Provide the order details including your full name, order number, model number of the item(s)to be returned and the reason for the return
- Our customer service department will respond to the email with the return authorization form and RMA number
- Ship the product back at your cost to the above address along with the return authorization form
Please note you are ineligible for a RMA if you purchase an item and do not disclose any of these issues immediately and within the first 60 days of your order. After the 60 day time period has expired, any issues are considered warranty and should be handled as such. See the warranty policy/procedures section.