This document is readily available, both on our website and in hard copy upon request.
1: A Credit Memo Number (CM#) must be obtained before returning any items for credit.
If you have an established account with Pacific Distribution, you can acquire the CM# by logging onto our website: www.pacificdistribution.net. Select the "Return Parts" option and proceed as instructed. If you do not have an established account, you may contact us at 1-877-941-6199 and speak to one of our Customer Service Representatives. Please have a copy of your invoice available so that we may better assist you.
2: All non-stock/special ordered parts must have prior approval before being returned.
In most cases, non-stock or made to order parts are not eligible for return. If you wish to know the status of a part (normal stocking, non-stock, special order, etc.) please inquire prior to placing your order. Any non-stock part returned for credit, without prior approval, will be denied. We will not be responsible for freight charges if you want the part returned to you.
3: Requests to cancel non-stock or special ordered parts may be denied.
In order to cancel your order for a non-stock or special ordered part, we must be able to cancel with our supplier. If the item is in transit to us, or directly to you, we may not be able to honor your request to cancel.
4: All returned parts must be in their original manufacturer sealed packaging.
Box seals cannot be broken. There should be no writing or markings on the packaging. Parts damaged due to insufficient return packaging will not be credited. Parts are considered your property until we have examined them and found them to be in acceptable condition for return. Any item not meeting these criteria will be rejected for credit or assessed a minimum 20% restocking fee, depending on the packaging condition.
5: All returned parts must be new and unused.
Any item having been returned for credit that shows any signs of use or installation will be rejected. Static bag seals cannot be opened. Rejected items will be returned upon request; however, you will be responsible for all shipping charges incurred for that return.
6: All returns should be made within 60 days from the date of purchase/invoice.
Items returned after 60 days will be subject to a minimum 20% restocking fee. Items returned after 240 days will not be eligible for return or credit.
7: Rejection of your returned part will occur if our return policy criteria is not met.
We will notify you via e-mail should this occur. Rejected parts will be held in our warehouse for ten (10) business days starting on the date of the rejection notification, after which your rejected parts will be considered unclaimed. Unclaimed rejected parts will be disposed of and no credit will be issued. During the ten (10) business days after the rejection notification, before they become unclaimed, you may request to have rejected items returned to you; however, you will be responsible for all shipping charges incurred for return.
8: Parts returned for credit received damaged.
Pacific Distribution is not responsible for any items being returned for credit that are received damaged. Items received damaged will be denied credit. When returning parts for credit, the Consumer is responsible for ensuring all parts will be received undamaged. If damage has occurred, the Consumer will need to file a claim with their carrier to receive credit from the carrier.
9: We will take responsibility for our errors.
We take great pride in our ability to provide you with the correct part for your request. In the event that we fall short and you receive an incorrect part due to our mistake, we will be responsible for processing the return. We will research any claim of error and proceed accordingly. This research will enable us to process your credit efficiently and identify areas for training and Improvement.
Shipping Damage from Pacific Distribution
In the event you receive a package that has been damaged by the carrier, do NOT refuse it. Accept the package and call our Customer Service Department to report the damage. The damage must be reported within three (3) business days of receipt. We will require four photographs of the damage:
1. One of the manufacturer's part label including the date code
2. One of the entire box to demonstrate damage or no damage to the box
3. One of the physical damage to the part
4. One of the complete part
(Example of required photos available upon request)
Once the damaged part replacement request has been submitted by the customer, it will be reviewed. Within 24 hours, the customer will get confirmation for approval or denial of a replacement part. If the damage claim is approved, a new part will be shipped at no charge.