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General Credit & Return Policy—Stock Items

We don’t like sending items out that need to be returned as much as you don’t like having to return them, so please read this ENTIRE Return Policy page. Unfortunately, merely providing a Product ID or Model & Serial number will not guarantee accuracy. Manufacturers are constantly discontinuing and changing Product & Part/Numbers.

At PESI, we have tried to thoroughly described the Part/Product in our database and train our Customer Service personnel to “head off” any problems before they may occur.
Because factory supplied documentation is sometimes incorrect, PESI is not responsible for the accurate identification of Parts/Products or any Parts/Products distributor that we’ve found.

As equipment ages, Parts/Products change and Parts/Products manuals are not updated by the manufacturer. It is our experience that the manufacturers will take no responsibility for the errors in their documentation or for the errors of their employees providing said information. If the return was paid by credit card and a part is not reordered, bank credit card fees may be deducted from the original invoice. If the return is clearly the result of an error that can be attributed to PESI, no fees of any kind will be assessed, including freight charges.
Credit & Return Policy on Refurbished, Special Order, and “Other” Non Listed Items

Refunds of this type will be issued on a per situation basis. If a refund is granted it will be for PESI credit only. Items that follow these criteria are: Any unused PESI stock item that is returned after more than 30 days of delivery receipt.  Parts/Products returned without their original packing material.  Any item that has obvious signs of use or abuse.  Any item not returned in the condition it was shipped. 

Custom fabricated Parts/Products, Special Order—Non-Stock Items
If a special order/non-stock Part/Product needs to be returned, and we were not provided an accurate Part/Product number by the customer, then the customer will be responsible for any restock fees and freight charges (we will do everything in our power to prevent this, of course). This policy is an industry standard.
Damaged Items or Lost Items
If you receive a shipment that is visibly damaged by the carrier, you may either refuse or accept the shipment, but you must tell the carrier to note the damage on their manifest copy. If you refuse the shipment, PESI must immediately be contacted so we can assist with a credit or reshipping of Parts/Products.

If damage has occurred that is not visible, you must notify the carrier and PESI of all damage within 48 hours of receipt of goods.

If a shipment is lost, we try to locate the item and usually allow 14 days for tracking of lost shipments. If the shipment is not located within 14 days of the original expected receipt date, we will replace or refund the sale.

RETURN TO MANUFACTURER (RMA) POLICIES & PROCEDURES

  1. ALL RMAs must first be approved through PESI Project Manager.
  2. Warranty RMAs will only be issued directly to the customer who our warranty was issued to. Warranty RMAs will NOT be issued to a customer through their hired service company.
  3. NO RMA will be issued if it is found that for any reason the customer’s Warranty has been Voided.
  4. An RMA will be issued for purchased parts exchange only to the customer whose name is on the invoice. A valid invoice number MUST be provided and it MUST be within 1 year of purchase.
  5. A separate RMA will be issued for each different item.
  6. A Credit Card number must be provided for RMA services. This card number is kept on file Only for the Duration of the RMA Process. Not after the RMA is Closed. The card is charged only for Shipping Fees or Lack of Receipt of Return Parts.
  7. The Replacement Part(s) will be shipped to the customer via FedEx GROUND at No Charge. The customer may upgrade shipping at Their Own Cost – and will be charged on their provided credit card.
  8. The wrong or broken parts MUST BE RETURNED TO PESI WITHIN 10 BUSINESS DAYS - A return shipping label will be provided with the packing slip of new parts for this purpose and the tracking number of the return label is recorded and tracked by PESI.
  9. If the wrong or broken parts are not SHIPPED within the 10 business days, the customer’s credit card will be charged for the cost of the Replacement Parts and Shipping.
  10. In the event that a customer returns parts after the 10 days have elapsed and they have been charged, PESI will issue them a credit for the Replacement Parts and Shipping they were charged for – LESS 25% Processing Fee.

If you do not comply with the above statements, PESI will not be able to provide any assistance and/or credits.