Please note that all standard returns are subject to a restocking penalty and customers are responsible for return shipping. This is clearly discussed in our online terms and conditions, which is acknowledged with every online transaction.
There are three simple requirements for returning a product:
1) The product must be in ‘new’ condition.
2) The product must be in its original packaging.
3) The customer must initiate the return within 14 days.
You initiate a return by filling out the blue form on the right. The time stamp on the form submission is what we use to identify who submitted a request within the required time. Once we've received your return request someone will contact you with a Return Merchandise Authorization (RMA) number. This will need to be clearly marked on the box that the equipment is returned in. Most returns are shipped directly to the manufacturer so please do not send them to our Rockville, MD headquarters.
Short of our technicians discovering substantial usage or missing packaging, you will be given a refund within a couple days.
Return Situations That Do Not Meet the Three Requirements
It’s still possible to return equipment that doesn’t meet the three requirements - fill out the form as you normally would. Each case is judged individually. Based on the circumstances surrounding the order we may provide store credit, impose a larger restocking penalty, or even provide a full refund anyways.
Why do you charge a restocking penalty?
In order to offer rock bottom internet pricing, Whitaker Brothers has special arrangements with our manufacturers where we ship directly from their stock to our customers. This keeps inventory costs down and lowers our prices to you. But when a product is returned, it's no longer factory sealed, it's been used, and it now has to be inventoried and shipped from our own warehouse. The restocking fee covers the original shipping costs as well as time and money put into cleanup and repackaging of returned goods. Restocking fees are not a revenue generator.
Are there any times when Whitaker Brothers does not accept a return?
Whitaker Brothers will always attempt to work with our customers to find a balance between customer satisfaction and good business. However we do not accept returns of customized equipment, consumable supplies (unless defective), discontinued products, or products that a sales representative specifically stated are non-returnable.
Parts Return Request
All parts returns will be assessed a restocking fee of $30 or 30%, whichever is greater. Used parts (blades, sticks, miscellaneous parts, supplies, etc.) cannot be returned.
Order Mistake? Initiate a return within 14 days of delivery date. There will be a 30% restocking fee. Customer will be responsible for shipping charges to have the part returned in the case of ordering wrong product.