Refunds & Returns Policy

Damage or Missing Product

Please note any damage or missing parts on the BOL, and have the driver acknowledge the notes. Save all merchandise, packaging and cartons. Not doing so may impact your damage claim and result in a second merchandise charge. Take pictures of the damaged product and send them to orders@flex-craft.com, please reference your Purchase Order and invoice number.

Please reference this description for ease of language: Shipper – Is the account used to ship an item. (Example: Customer’s FedEx account – customer is the shipper / Our UPS account – Flex Craft is the shipper.)

Claims for UPS / FedEx

If Flex Craft is the shipper, and you encounter damaged merchandise, please contact your Flex Craft sales representative immediately with pictures and any other relevant information. Flex Craft will take care of filing the damage claim for you and explain to you the process for replacement. If Flex Craft is not the shipper, and it is under the customer’s account, then the customer is responsible to file the claim.

Claims for Common Carrier / LTL Freight

Please open, inspect and count all cartons upon delivery, and before the driver leaves the premises. Any damage, no matter how slight, to the pallet or cartons must be noted on both copies of the delivery receipt. Also, take pictures showing the damage of the shipment. This is required by Flex Craft because it will help to expedite the settlement of your claim. All of the above should be completed before you sign for the shipment and allow the driver to leave. Please contact your Flex Craft sales representative immediately, and forward any images of damage. We will assist in the damage claim for you and explain the process for replacement. PLEASE NOTE: IN MOST CASES, IF YOU SIGN FOR THE DELIVERY PRIOR TO INSPECTION, THE DAMAGE CLAIM WILL MOST LIKELY BE DENIED BY THE CARRIER. We will do everything possible to assist you in your claim, but we cannot be held responsible for loss or damage after delivery to the common carrier.

Should the damage not be discovered until after the goods are unpacked, it should be reported at once to the shipper, and they will make a “concealed damage” notation. Unless this is done, all goods replaced or repaired due to damage must be at customer’s expense. Flex Craft cannot be held responsible for the carelessness or negligence of the transportation company and its employees.

Returns

Merchandise to be returned for credit must first be approved in writing by an authorized Flex Craft Representative. Please contact Flex Craft for an RMA Form, before returning any merchandise. This way we will be able to properly service and credit your return. All items will be subject to a 15% restocking fee. Custom tube sizes or specialty products cannot be returned. All returns must be in like new condition with all freight charges being prepaid and your responsibility. Merchandise over 30 days old, from the invoice date, will not be accepted for return. All returns must be in original packaging and cartons. It is up to Flex Craft to determine the credit and this will be done upon inspection when the parts are returned to Flex Craft.