1. Return Authorization Required

All returns, defective-product claims, and warranty claims require prior written authorization from Steel Enterprises.

Customers must contact Steel Enterprises at 865-401-4129 and obtain an approved Return Merchandise Authorization number ("RMA") before returning any product.

Issuance of an RMA does not guarantee that a refund, replacement, or credit will be approved. All returns are subject to inspection and may also require approval from the applicable supplier or manufacturer.

Products returned without an approved RMA may be refused or returned to the customer at the customer's expense.

The RMA number must be clearly marked on the outside of the return package, and all required documents must be included inside the package.

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2. Installed, Opened, and Nonreturnable Products

Steel Enterprises does not accept standard returns of:

• Installed or previously used parts;
• Parts that have been connected, wired, energized, programmed, or tested in equipment;
• Electronic or electrical parts;
• Products that have been altered, damaged, disassembled, or repaired;
• Special-order, nonstock, custom, programmed, discontinued, or factory-direct products;
• Unpacked PVC, cloth, flexible, or other equipment covers; or
• Products specifically identified as final sale or nonreturnable.

Electronic or installed parts may be considered only under the applicable manufacturer's warranty process.

If a returned product is found to have been installed, used, damaged, altered, or returned in a condition different from the condition in which it was shipped, the refund or credit may be denied.

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3. Customer Ordering Errors and General Returns

Customers are responsible for confirming the correct part number, product specifications, voltage, phase, capacity, dimensions, equipment model, and compatibility before placing an order or installing a product.

Product descriptions, photographs, specifications, and cross-reference assistance are provided as a convenience. Unless Steel Enterprises expressly confirms compatibility in writing, the purchaser and installer remain responsible for determining whether a product is correct for the intended equipment and application.

If the customer orders the wrong product, Steel Enterprises will issue a refund only if the return is approved in advance.

Approved general returns must meet all of the following requirements:

• The product must be new, unused, uninstalled, unaltered, and in resalable condition.
• The product must be returned in its original manufacturer packaging and original shipping container.
• All components, accessories, manuals, labels, and packaging materials must be included.
• The customer must obtain an approved RMA before shipping the product.
• The return must be received within the approved return period.
• The customer is responsible for all return shipping and handling charges.
• Original shipping and handling charges are nonrefundable.

Installation or attempted installation of an incorrectly ordered part may make the product nonreturnable.

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4. General Return Periods and Restocking Fees

For eligible, regularly stocked products:

• Returns received within 30 calendar days of delivery are generally subject to a 15% restocking fee.
• Returns received between 31 and 60 calendar days after delivery may be subject to a 20% to 30% restocking fee.
• Returns are not accepted more than 60 calendar days after delivery, unless Steel Enterprises agrees otherwise in writing.

Nonstock, factory-direct, special-order, and manufacturer-controlled returns may be subject to restocking fees ranging from 15% to 75%, depending on the supplier or manufacturer.

Certain manufacturers impose higher restocking fees. For example, qualifying Burnham factory returns may be subject to a restocking fee of up to 75%.

The applicable restocking fee will be confirmed when the return request is reviewed. Steel Enterprises cannot guarantee that a supplier or manufacturer will authorize the return of a nonstock or special-order product.

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5. Defective-on-Arrival Claims

A product may be considered defective on arrival ("DOA") when it fails during its first proper installation or initial operational test and never performs its intended function.

A product that does not operate during initial installation is not automatically eligible for an immediate refund. DOA claims may be processed through the applicable supplier or manufacturer warranty procedure.

The customer must report a suspected DOA product promptly and no later than:

• Five calendar days after the initial installation or operational test; and
• Thirty calendar days after delivery.

The customer must stop using the product after discovering the suspected defect and must retain the product, packaging, labels, and all components until the claim is resolved.

Steel Enterprises, the supplier, or the manufacturer may require:

• The order or invoice number;
• Part number, model number, and serial number;
• Equipment model and serial number;
• Installation date;
• A detailed description of the failure;
• Photographs or video;
• Wiring, voltage, amperage, resistance, pressure, temperature, or other diagnostic readings;
• Installer information;
• Proof of proper installation; and
• A completed warranty claim form.

A failure during initial installation does not by itself establish a manufacturing defect. Claims may be denied if the failure was caused by incorrect diagnosis, incorrect part selection, improper installation, incompatible equipment, incorrect voltage or wiring, misuse, external damage, or another excluded condition.

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6. Manufacturer Warranty Returns

Customers may request assistance from Steel Enterprises with an applicable manufacturer's warranty claim.

Steel Enterprises is a reseller and is not the manufacturer of the products sold. Steel Enterprises is not an authorized distributor or representative of every manufacturer or trade name displayed on the website, and the website is not necessarily approved, sponsored, or sanctioned by those manufacturers.

Products are covered only by the applicable manufacturer's warranty, if any. Steel Enterprises will process or assist with warranty claims only within the manufacturer's stated warranty terms, procedures, and limitations.

Improper installation, incorrect wiring, incorrect voltage, unauthorized modification, misuse, abuse, or failure to follow manufacturer instructions may void warranty coverage.

Some products require installation or diagnosis by a trained or licensed professional. The purchaser is solely responsible for engaging a properly qualified professional when required.

Warranty claims may require the product to be returned for inspection or evaluation. Customers must not discard, scrap, alter, disassemble, or attempt to repair a suspected defective product unless written authorization is provided.

Steel Enterprises cannot guarantee that a manufacturer or supplier will approve a warranty claim. The manufacturer or supplier makes the final determination as to whether the product is defective and what remedy applies.

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7. Warranty Processing Time and Available Remedy

Manufacturer warranty claims may take several weeks or longer to process.

Steel Enterprises is not required to issue an advance refund, replacement, or credit before receiving claim approval, reimbursement, replacement product, or account credit from the manufacturer or supplying distributor.

Depending on the manufacturer's warranty terms, the available remedy may be limited to:

• Repair of the defective product;
• Replacement of the defective product;
• Replacement components;
• Account credit; or
• Refund of the approved product amount.

If the manufacturer elects to repair or replace the product, the customer may not be entitled to a cash refund.

Steel Enterprises may, at its sole discretion, provide an advance replacement or provisional credit. Providing an advance replacement or provisional credit does not guarantee that the claim will ultimately be approved. The customer may be charged for the replacement product and related shipping if the warranty claim is denied.

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8. Scrap or Field-Disposal Authorization

A supplier or manufacturer may occasionally authorize a defective product to be scrapped rather than physically returned.

A customer may discard or scrap a product only after receiving written authorization from Steel Enterprises, the supplier, or the manufacturer.

The customer may be required to:

• Photograph the complete product;
• Photograph the product label, model number, and serial number;
• Remove or destroy the identifying label;
• Cut specified wires or components;
• Mark the product as defective or scrapped;
• Provide photographs showing destruction; or
• Sign a written certification confirming that the product was destroyed and will not be installed, used, returned, or resold.

Scrap authorization only waives the physical return requirement. It does not necessarily mean that an immediate refund has been approved or that shipping, labor, or other expenses will be reimbursed.

Failure to follow the required scrap instructions may result in denial of the claim.

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9. Shipping and Handling Charges

Unless Steel Enterprises expressly agrees otherwise in writing:

• Original outbound shipping and handling charges are nonrefundable.
• Expedited, priority, and special-delivery charges are nonrefundable.
• The customer is responsible for shipping an authorized return to the warehouse or location specified by Steel Enterprises.
• Steel Enterprises does not reimburse unauthorized return shipping expenses.
• Shipping charges for a replacement product may be the customer's responsibility.
• Freight, lift-gate, residential delivery, inside delivery, appointment, redelivery, limited-access, and special-handling charges are nonrefundable.

Shipping charges are separate from the cost of the product and are not automatically covered by a manufacturer's product warranty.

If a supplier or manufacturer specifically reimburses Steel Enterprises for original, return, or replacement shipping charges, Steel Enterprises may pass the approved reimbursement to the customer after Steel Enterprises receives it.

Neuco's policy similarly states that inbound and outbound freight are not credited.

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10. Return Shipping Risk

The customer is responsible for properly packaging all returned products.

The customer bears the risk of loss or damage during return transportation until the product is delivered to and accepted at the authorized return location.

Products that are lost or damaged during return shipment may be denied credit. Customers should use a trackable and insured shipping service and retain proof of shipment and delivery.

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11. Warranty Exclusions

A warranty claim may be denied when product failure or damage results from:

• Incorrect diagnosis or part selection;
• Improper installation;
• Incorrect voltage, phase, frequency, polarity, or wiring;
• Improper programming, setup, or configuration;
• Incompatible equipment or controls;
• Power surges, lightning, inadequate grounding, or electrical irregularities;
• Water, moisture, flooding, corrosion, contamination, or chemicals;
• Misuse, abuse, neglect, accident, or improper storage;
• Failure to follow manufacturer instructions;
• Modification, disassembly, or unauthorized repair;
• Normal wear and tear;
• Damage caused by another component or equipment condition;
• Removal or alteration of the serial number or product label; or
• Failure to provide requested claim information.

The manufacturer or supplier makes the final decision regarding warranty coverage.

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12. Labor and Additional Costs

Unless expressly approved in writing by the manufacturer, supplier, or Steel Enterprises, warranties do not cover:

• Diagnostic or troubleshooting charges;
• Service-call charges;
• Labor;
• Installation or removal costs;
• Reinstallation costs;
• Travel or mileage;
• Equipment rental;
• Crane, lift, or access expenses;
• Refrigerant recovery, evacuation, recharge, or replacement;
• Materials or supplies;
• Lost use;
• Lost income or profits;
• Business interruption;
• Damage to other equipment; or
• Incidental, indirect, special, or consequential damages.

To the maximum extent permitted by law, Steel Enterprises' responsibility is limited to the repair, replacement, credit, or refund approved for the affected product and will not exceed the amount paid to Steel Enterprises for that product.

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13. No Withholding or Unauthorized Deduction

Submitting a return or warranty claim does not authorize the customer to:

• Refuse payment of an invoice;
• Withhold payment;
• Deduct the claimed amount from another invoice;
• Offset unrelated charges; or
• Initiate an unauthorized deduction or chargeback.

The customer must report the claim directly to Steel Enterprises and follow the applicable return or warranty procedure.

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14. Shipping and Freight Damage

Products are inspected and packaged by the supplier warehouse or manufacturer before being released to the carrier.

Customers must inspect all shipments promptly upon delivery. Freight shipments should be inspected before the delivery receipt is signed.

Before signing the carrier's delivery receipt:

• Confirm that all cartons and items listed on the delivery documents were received.
• Inspect the shipment for crushed cartons, punctures, tears, water damage, broken straps, damaged pallets, or other visible damage.
• Note all shortages and visible damage clearly on the carrier's delivery receipt.
• Ask the driver to sign or initial the damage notation.
• Photograph the shipment, packaging, pallet, labels, and visible damage.
• Refuse delivery if the equipment appears damaged beyond repair, and state the specific reason for refusal on the delivery documents.

Whenever the carrier permits, open and inspect the cartons before the driver leaves.

Signing a delivery receipt without noting visible damage may reduce or eliminate the ability to recover from the carrier.

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15. Concealed Damage

If concealed damage is discovered after the driver leaves, the customer must notify Steel Enterprises and the carrier immediately.

Concealed damage must be reported within three business days of delivery.

The customer must retain:

• The damaged product;
• All original cartons;
• Internal packaging;
• Pallets and straps;
• Shipping labels; and
• Photographs of the product and packaging.

Do not install, operate, discard, or alter damaged products until the claim has been reviewed.

Failure to retain the original packaging or report damage promptly may result in denial of the freight claim.

Shipping damage is handled as a carrier or freight claim and is not considered a manufacturer warranty defect.

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16. Incorrect or Missing Items

Missing items, shipment shortages, and incorrect products received must be reported to Steel Enterprises within three business days of delivery.

The customer must retain the shipping carton, packing materials, shipping label, and packing slip while the claim is investigated.

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17. Refund and Credit Processing

Approved refunds and credits will be processed after:

• The returned product is received and inspected;
• All required forms and supporting documents are received;
• The supplier or manufacturer approves the claim, when applicable; and
• Steel Enterprises receives any required supplier or manufacturer credit.

Any approved refund may be reduced by:

• Applicable restocking fees;
• Nonrefundable shipping and handling charges;
• Missing parts, accessories, or packaging;
• Damage or loss in return transportation;
• Manufacturer inspection or evaluation fees; or
• Other amounts permitted under this policy.

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18. Limitation of Liability

To the maximum extent permitted by applicable law, the customer's exclusive remedy is limited to the repair, replacement, credit, or refund approved under this policy or by the applicable manufacturer or supplier.

Steel Enterprises' total liability for any claim will not exceed the amount the customer paid to Steel Enterprises for the affected product.

Nothing in this policy is intended to waive or limit a legal right that cannot lawfully be waived or limited.

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