Customer Return

Customer Return Policy (RMA)

Overview

Fasteners Direct is committed to providing a clear, consistent, and fair return process that protects both our customers and our operations.

Before You Return

  • An RMA (Return Material Authorization) number is required before any product is returned

  • Returns submitted without an approved RMA will be refused

  • Verbal approvals are not valid — all approvals must be provided in writing

Return Process

To request a return, customers must submit:

  • Original order or invoice number

  • Item(s) to be returned

  • Reason for return

  • Date received

Return requests are reviewed based on:

  • Item type

  • Time from receipt

  • Product condition

If approved, customers will receive:

  • An RMA number

  • Return instructions

  • Freight responsibility details

Additional requirements:

  • Approved product must be shipped within 15 business days of RMA issuance

  • Returned product will be inspected upon receipt

  • If accepted, credit will be issued less any applicable restocking fees

Time Limits

  • Stock items: Return request must be submitted within 30 business days of receipt

  • System orders: Return request must be submitted within 60 business days of receipt

Requests submitted outside these timeframes may be subject to warranty review.

Non-Returnable Items

The following items are not eligible for return unless approved in writing:

  • Made-to-print items

  • Specialty items

  • Non-returnable or non-cancelable products

Product Condition Requirements

  • Items must be returned in original packaging

  • Items must be in resalable condition

  • Items must be returned within 15 business days of RMA issuance

Items that do not meet these requirements may be denied.

Restocking Fees

  • Standard restocking fee: 25%

  • Higher fees may apply based on item risk and return exposure

  • Any fee reductions or waivers require written approval

Freight Responsibility

  • If the return is due to Fasteners Direct error, we will cover return freight

  • If the return is due to customer error or preference, the customer is responsible for return freight

  • Prepaid return labels must be approved in advance

Credit Policy

  • All returned material is subject to inspection prior to credit issuance

  • No credit will be issued before inspection

  • Credits exceeding $250 may require additional review

Exceptions

Exceptions may be considered in certain situations, including:

  • Requests outside standard timeframes

  • Strategic accounts

  • High-value returns

All exceptions and approvals must be documented in writing.

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