If for any reason you wish to return merchandise purchased through PrattPlus.com, our Customer Experience Specialists will be happy to assist you. Except for items which cannot be returned (see below under “Merchandise Return Policies”), you may return merchandise purchased at PrattPlus.com within 30 days from the time your order is shipped, and you will be eligible to receive a full refund. If you have received merchandise you feel is damaged or defective, we ask that you notify our Customer Experience Department immediately so we may replace the merchandise for you. Merchandise that is not returned within 30 days from the date of shipment is not be eligible for return. For assistance or any questions about our return policy and process, please contact a Customer Experience Specialist at 1-855-MY-PRATT (1-855-697-7288).
If you received a faulty item and need to exchange it for the same item, please call us at 1-855-MY-PRATT (1-855-697-7288) or contact us via e-mail at CustomerCare@PrattIndustries.com. If you would like to exchange an item for a different one, please contact our Customer Experience Specialists to return the original item and place another order for the new item you wish to purchase. Your return order will be issued an RMA Number as set forth in the “Refund Procedure” section below and the refund will be applied once the return is received. Your replacement order will be shipped same day if placed before 2pm EST. Please review the Specific Merchandise Return Policies below for additional details.
In the event you purchase furniture or equipment that is supported by a manufacturer’s warranty, please reference the warranty information enclosed with your order for any product related questions. For questions specific to the use, application, setup or installation of a warranty product, please contact the manufacturer directly. If a warranty item is damaged or defective, please follow the instructions set forth in the “Refund Procedure” set forth below to return the merchandise for a refund. If the 30 day return period offered by PrattPlus.com has expired, your item might still be eligible for exchange or repair under the manufacturer's warranty. To determine if your item is eligible for a warranty return, review the paperwork that came with the merchandise and contact the manufacturer directly. Pratt Retail Specialties is not responsible for honoring, enforcing or facilitating the manufacturer’s warranty.
If you have received merchandise that is damaged or defective, please call our Customer Experience Specialists to begin the Return process at 1-855-MY-PRATT (1-855-697-7288). A Customer Experience Specialist will assist you to create an RMA and associated RMA Number. This form will contain the information to process and track your return. In order to return ANY item a Returns Merchandise Authorization Form must be completed. Our Specialists will obtain the necessary information and generate a RMA for you.
All refunds and returns processed within 30 days of the date the order is shipped will be refunded the actual amount paid. PrattPlus.com does not offer price adjustments on items that go on sale or become discounted after a purchase has been completed.
HOW TO RETURN
To begin the return process, please call our Customer Experience Center at 1-855-MY-PRATT (1-855-697-7288) or email us at CustomerCare@PrattIndustries.com. To expedite the return process, please have your order number and confirmation code available (both of which are located in your confirmation email and your digital receipt); if you do not have your order number and confirmation code available, please let your Customer Experience Specialist know and they can locate your order via alternative methods. In order to expedite your return and help us improve our customer satisfaction, our Customer Experience Specialists will ask you a few quick questions to identify the reason for your return. The reason for your return and/or exchange will also help us determine the proper shipping details for your return.
A Customer Experience Specialist will complete a Return Merchandise Authorization (RMA) request for you and will give you a Return Merchandise Authorization Number (RMA Number). The RMA will contain the information necessary to process and track your return as well as the information to properly process any associated refunds or credits. All refunds will be processed upon receipt of the returned merchandise.
For damaged returns, you will be asked to provide a photograph of the original merchandise in its original packaging. As these items MUST have arrived to you damaged, it is necessary to obtain photos of the damaged merchandise in its original packaging, as you received it, to assist in our merchandise and shipping quality control. Your Customer Experience Specialist will supply you with an email address to submit the photos of the damaged merchandise and process your return, order a replacement or exchange item, and process a refund when applicable.
For defective returns, you will be asked to take photos of the defective merchandise. As manufacturer’s policies vary, we will assist in applying the manufacturer’s policy and resolve the problem. It is necessary to obtain photos of the defective merchandise to assist in our merchandise quality control. The Customer Service Specialist will supply you with an email address to submit the photos of the defective merchandise and process your return, order a replacement or exchange item, and process a refund when applicable. Defective items MUST be reported within 15 business days from the date of shipment.
CANCELING A RETURN REQUEST
Once an RMA has been issued, you can still cancel the return request, provided you have NOT sent your merchandise to us. Simply contact a Customer Experience Specialist and cancel your return request by phone at 1-855-MY-PRATT (1-855-697-7288). Be sure to have your RMA Number available for the Specialist to assist you. Once a product has been shipped, you will not be able to cancel a return request.
TRACKING YOUR RETURN
You will receive an email confirmation at the time your return package has been received and again when your refund has been processed. If there is any issue processing your return and refund, a Customer Experience Specialist will contact you. You should expect to receive your refund within 30 days of providing your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days) in the event we are making a credit directly back to account used to purchase the merchandise.
PURCHASE PRICE REFUNDS
We will notify you via e-mail of any eligible refunds and apply them after we receive all returned merchandise and process your RMA. You should expect a refund within 30 days of giving your package to the return shipper.
For registered “My Pratt” customers, you can view completed returns and refunds within your order history in your account. If the return and refund does not appear in your account within 30 days from the day you sent your return, or if you are not a registered “My Pratt” customer, please contact our Customer Experience Specialists for help at 1-855-MY-PRATT (1-855-697-7288) or via e-mail at CustomerCare@PrattIndustries.com.
If you paid for your items with a credit card, then the refund will be issued on the same card. If you paid for your items with Pratt Points and we determine they are eligible for a refund because the returned merchandise is damaged or defective, then the refund will be issued to your “My Pratt” account. If you paid for your items with a credit card and with Pratt Points, then the refund will be issued first to your credit card and then to your “My Pratt” account. Items purchased with promotional certificates are not eligible for any refunds.
SHIPPING COSTS AND SALES TAX REFUNDS
SHIPPING & HANDLING TO YOU
The cost of shipping your items to you is completely non-refundable. On all orders where shipping is charged, once the order is shipped and the cost is incurred, the cost of shipping becomes non-refundable.
SHIPPING & HANDLING RETURNS BACK TO PRATT
For return requests for defective or damaged merchandise, or for incorrectly shipped items, PrattPlus.com may elect to pay return shipping fees in its sole discretion. For all other return requests (i.e., the item is neither damaged nor defective, and we shipped the correct merchandise to you), the costs of return shipping fees are solely your responsibility.
In the event that sales tax is charged, the applicable sales tax will be refunded for each returned item.
When attempting to track the status of your refund, please view your “My Pratt” account first. Unregistered users please refer to your tracking information. If your refund does not appear in your “My Pratt” account within 30 days from the day you sent us your return or requested your refund, please contact our Customer Experience Specialists for help at 1-855-MY-PRATT (1-855-697-7288) or via e-mail at CustomerCare@PrattIndustries.com.
If your refund appears in your “My Pratt” account or you have contacted a Customer Experience Specialist who informs you that the refund has been processed, you will need to refer to the following: (1) for refunds to your credit card or your bank account, contact your credit card company or bank, as applicable, since it may take some time before the refund is posted to your account; (2) for refunds of Pratt Points to your “My Pratt” account, please contact us for assistance.
SPECIFIC MERCHANDISE RETURN POLICIES
All electronics purchased on PrattPlus.com must be returned within 30 days of your orders shipment. These items must be in new condition with original packaging and accessories. If any accessories are not included with the returned item, or if the returned item is missing the serial number or UPC, a refund will not be issued. The issuance of a partial refund is at the discretion of PrattPlus.com.
HEALTH, PERSONAL CARE AND FOOD ITEMS
Health and personal care items purchased from PrattPlus.com are non-returnable items unless it is determined that the wrong merchandise was shipped. Grocery items purchased from PrattPlus.com, including food, personal care items such as shampoo and skin care, and household items cannot be returned.
TOOLS AND HARDWARE
Most tools and hardware purchased from PrattPlus.com can be returned within 30 days of shipment. These items must be in new condition.
Office supplies and merchandise purchased from PrattPlus.com can be returned within 30 days of shipment. These items must be in new condition with original packaging and accessories.
Unopened, unassembled furniture, new and in the original box, may be returned to PrattPlus.com within 30 days of shipment.
Assembled furniture may be returned within 30 days of shipment if they are damaged (other than through your own fault, misuse or neglect) or defective. To return the furniture, the furniture must be disassembled and placed in the original box with all original components, pieces, parts, manuals and accessories for return.
ITEMS PURCHASED WITH PRATT POINTS
All purchases made with Pratt Points are considered final and are completely nonrefundable. In the event that items purchased with Pratt Points are damaged or defective, additional Pratt Points may be awarded toward future purchases, in our sole discretion.
Te following items are non-returnable under any circumstances:
- Close Out Items
- Special Order or Custom Items
- Items that are classified as hazardous materials or use flammable liquids or gases
- Any pharmaceuticals and/or dated goods
- Furniture setup orders and/or factory authorized installation manufacturers’ orders
- Computer laptops, desktops more than 30 days after delivery
- Gift cards
CUSTOMER EXPERIENCE SPECIALIST RETURN ASSISTANCE
Don’t know where to start? Contact a Customer Experience Specialist, either via telephone at 1-855-MY-PRATT (1-855-697-7288) or via email at CustomerCare@PrattIndustries.com, and we’ll help you get the process started.
FREIGHT ONLY ITEMS
If you need to return merchandise that was required to be shipped via motor freight, the Customer Experience Specialist will provide detailed information to schedule the pick-up of the item(s). In order to ensure the return and refund are processed correctly, please call our Customer Experience Specialist at 1-855-MY-PRATT (1-855-697-7288) or email us at CustomerCare@PrattIndustries.com.
Please do not refuse the delivery of an item. In the event an order is placed, shipped and then refused delivery, all shipping charges (including return shipping charges) will be charged to you, together with an additional 15% restocking fee. A return will be processed within 30 days minus additional charges for return shipping and restocking fees.
RETURN MAILING LABEL
In the event item(s) in your order are damaged or defective upon arrival, your Customer Experience Specialist will generate a pre-paid return shipping label. This label will contain the shipping instructions, tracking number, and return address required to complete the return. Simply print the label, attach it to the return packaging, and schedule a pickup with the parcel carrier.
Your RMA Number and/or Return Shipping Label should be placed on the original packaging of order received. Be sure to seal and secure the box, attach the mailing label, and alert the parcel carrier for pickup.
Each RMA Number and/or Return Mailing Label is coded for a specific shipment. Please do not include items from other orders in the same return parcel. Mixing items from different orders may delay or prohibit processing of your refund or return. Each order must be returned using a separate mailing label with a RMA Number specific to each individual order.
If you use this mailing label and the return is a result of ou label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item. You also have the option of return shipping via your own selected carrier, at your expense, provided you acquire an RMA Number.