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what is the warranty and/or return policy, include who pays return shipping

asked by mar j. on 12/27/18

1 Answer
Return Policies

RETURN POLICY:
PLEASE DO NOT RETURN PRODUCTS TO OUR CORPORATE OFFICE without contacting us and getting the correct address to mail your return to, you will also need an RMA Number that we will provide to you, so that we can properly identify your return for quick processing. Please contact support@genparts.net in order to start the returns process. If a part is mailed back to our corporate office, this will delay the returns process and you will be responsible for the cost to ship the part to the correct address.

When dealing with returns, please remember honesty is the fastest and best way to handle things.

All NEW/UNUSED items can be returned for any reason within 30 days, as long as the product is in NEW/UNUSED condition.

We offer the same pass thru warranty as the Genuine Part Manufacturers offer. We must adhere to the OEM guidelines when processing returns. These parts are meant for professionals, we do not offer a "buy and try" warranty. We are not held responsible for incorrect parts being ordered if the customer does not follow the necessary steps to order the correct part. You have a 30 day warranty against any defective products so please identify a defective item as soon as possible. This allows for our returns team to quickly prioritize these cases for your benefit.

***Please note, once you initiate the returns process, it is common practice for our Support Team to ask for photos of the part you received, part number on the part or packaging, and a photo of your appliances Model/Serial number, this information is required from the Genuine Part Manufacturer warranty team.***

REFUND TIMELINE
You have 60 calendar days to return an item from the date you received it. All items returned must be in NEW/UNUSED condition. If a part is installed, we can not offer a refund.

Any order that exceeds the 60 day warranty return timeline will be denied a refund.

RESTOCK FEE?
A re-stocking fee of 25% MAY be charged (usually is not). Please remember that honesty is the fastest and best policy, and we are people too! We sometimes will charge a full re-stock fee for customers who lie to us, change their story repeatedy, and generally cause us a bunch of extra work to figure out whats really going on, and for customers who are just otherwise distruthful and/or disrepectful. Other reasons we MAY charge a restock fee is when customers are aggressive, harrass and/or call us repeatedly or excessively, or try to yell at us until we do what they want. Generally, we reserve the right to charge a restock fee for any reason stated above, or any reason not stated above. Again, we usually we do not charge a restock fee.

SHIPPING CHARGES
We will not refund original shipping fees unless a part was sent in error, damaged, or defective.

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.

You may request a RMA number by contacting us via email at support@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business days for your return request to be processed.

RETURNING NON-DEFECTIVE ITEMS

Items must be in NEW/UNUSED condition. The refund is contingent upon inspection of item(s) upon return. USED/INSTALLED/DAMAGED products are not returnable. We will issue refunds for the product only minus the 25% restock fee and the original shipping cost.

SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.

Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

Additionally, all items must be returned with original box and packing material.

Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.

When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping.

Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the refund.

If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email. You will have 14 business days to provide us with a return shipping label to return the item to you. After the 14 business days, your items will be discarded.

All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.

RETURNING DEFECTIVE ITEMS

We offer a 14 day warranty against any defective products, sold and/or distributed by us (GenuineReplacementParts), excluding OEM items from date of purchase.

SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.

SPECIAL TERMS AND CONDITIONS APPLY TO Whirlpool parts (Dacor, Amana, Whirlpool, Kenmore, etc). See appropriate section for more information.

For OEM items, we offer a 14 day warranty period from the date of purchase. The original shipping fee is non-refundable.

In order to file a warranty claim, we require the model number and the serial number of your appliance. This is a manufacturer requirement as we file the warranty claim for you on your behalf.

Returns Dept. will get in touch with you to acquire all necessary information needed to file a warranty claim including and not limited to; model number and the serial number of your appliance, the date the part was installed, the date the part failed and a detailed explanation of how the part failed. Our Returns Dept. will not open up a return unless all information has been provided.

Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.

DAMAGED ITEMS RECEIVED

As for receiving damaged goods, you must report this to us within 14 days from date of purchase. We will file a damage claim with the carrier for you. If after the 14 days from receipt of goods, you fail to contact us, we will attempt to file a warranty claim for you but cannot guarantee you will receive any credit.

Our Returns Dept. will get in touch with you and ask you to provide a picture of the item(s) and request any additional information deemed necessary to process your damage claim.

WRONG ITEMS RECEIVED

If we sent you the wrong part, you have 14 days from the date you received your item must be reported to our customer service department in order to qualify for a replacement.

Our support team will ask for pictures of the part you received and the model/serial number from your appliance.

REPLACEMENT ORDERS

We ship all replacements via ground shipping from the closest warehouse that has the item(s) in stock. We do not offer expedited shipping.

RETURN PROCEDURES

Following these procedures will ensure that your return will be processed in an efficient manner and credit will be issued promptly. If these procedures are not followed, credit may be delayed or denied.

We DO NOT accept returns on OPENED electrical / electronic parts

NO EXCEPTIONS WILL BE MADE

If you plug in the part, open, tear or unseal the plastic or protective wrapping on an electrical or electronic part, we will not accept the return of the part for any reason. These parts are not for DYI customers. These parts are not meant to be tested, and returned if it doesnt fix your issue. Please contact a local professional for a proper diagnosis of your issue. All these parts are factory tested prior to shipping. Electrical parts are easily damaged by improper installation or testing therefore, we cannot accept returns on these items unless they are new, unopened, and unsealed. If you plug in the part, this means you tried the part and so this constitutes as a used part and no longer returnable.

If you state the electrical part is defective, we will send you a replacement. WE WILL NOT ISSUE A REFUND. We will open up the warranty return for the defective item and request information deemed necessary to determine why the part is defective.

If the warranty claim is within the 14 business days from date item is received, then we will send out a free replacement. If it is after the 14 business days then you will need to return the item before we send out a replacement part.

Once again, WE WILL NOT ISSUE A REFUND. Too many customers use improper diagnostic procedures, install the electric/electronic part, thinking that it's defective, then want to return and try something else or get a refund.

CORE DEPOSIT(S)

All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in sellable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.

Following these procedures will ensure that your return will be processed in an efficient manner and credit will be issued promptly. If these procedures are not followed, credit may be delayed or denied.

Returned with a copy of the of the original invoice/packing slip.
Received within 30 days of the original invoice date.
Packed in original manufacturers box. This is a manufacturers requirement.
Fully assembled, complete and in rebuildable condition based on manufacturers inspection guidelines. Disassembled cores will not be accepted for refund.
Returned core must be the same part as the new part purchased. Returned cores must be an identical match with the unit purchased.

Core deposit is non-refundable if core has:

Bent or broken parts
Stripped threads or ports
Cracked, damaged or broken mounts
Cracked, damaged or broken housing
Heavy rust or corrosion
Missing or disassembled parts
IN UNSALEABLE CONDITION

Refunds for cores will fall under our normal return policy and will require a RMA number and are usually processed 2-3 weeks after receipt by our warehouse and inspection. Customer will be notified in the event of a refused or reduced credit.

SPECIAL CONSIDERATIONS FOR WHIRLPOOL WARRANTY CLAIMS
If it is outside our 14 day warranty period, we will file the warranty claim on your behalf. WE DO NOT COVER ANY SHIPPING COSTS FOR THIS. We do not provide return shipping labels to return defective parts. YOU WILL BE RESPONSIBLE FOR THE SHIPPING COSTS FOR THE RETURN OF THE PART AND OF ANY REPLACEMENT PARTS SENT OUT. We do not ship out free replacements.

We need to have the model number and the serial number of your appliance, the date the part was installed, the date the part failed and a detailed explanation of how the part failed. Unless we have this information, we will not open up the return. All warranty claims are filed with the manufacturer and normally takes 3-15 business days to file. It is at our discretion to send out either a replacement or issue a refund on the part. No refunds/replacement parts will be issued/sent out while the warranty claim is pending.

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