Merchandise Return Authorization

To obtain authorization to return a defective item for credit or replacement, simply email Customer Service at customer.service@roanokemerchants.com within 30 days of purchase. Non-defective merchandise returns will incur a 20% restocking fee, and must also be returned within 30 days of purchase. Product boxes and/or items that have been written on or otherwise marked will not be considered for credit or replacement.

• Refunds are issued in the original payment form only
• Dometic U.S. shipping only
• Only USD currency accepted

CONDITIONS

Non-defective merchandise must meet the following conditions to qualify for return acceptance.

• Merchandise must be in its original minimum inner pack quantity, as shipped by us. Broken quantity inner packs are not returnable.
• Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged.

Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.


ITEMS WITH GUARANTEES OR WARRANTIES

If a purchased item includes a product guarantee or warranty, follow the instructions on the guarantee or warranty for repair or replacement.


ITEMS DAMAGED DURING SHIPMENT

All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please contact our Customer Service by emailing customer.service@roanokemerchants.com within 30 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS, U.S.Parcel Post, and trucking lines, must be complied with or they may deny your claim.

SHORTAGES

If you receive an order from us and find it has not been filled completely:
1. Check your invoice. If the item was out of stock, it was not charged to your account. If the item does not appear on your invoice, be sure to Customer Service.
2. Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.
3. If there is no tampering and an actual shortage exists, contact Customer Service. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement.
4. We will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or credit will be issued to your account, whichever you prefer.
5. If re-weighing your shipment or other checking procedures indicates all items were shipped, we will advise you.