The following Return Policy applies to both U.S. and International customers:
We test our products and strive to provide excellent service. At our discretion, it is possible for you to return your merchandise within 30 days of receipt. Please contact C.R.S., Inc., between 8:30 a.m. and 3:00 p.m. Pacific time (Monday - Friday) at 877-378-0065 for an RMA (Return Merchandise Authorization) number. The RMA number needs to be written on at least 3 sides of the return package. The return item(s) must arrive sealed/unopened in new condition in the original carton(s). All return shipping arrangements and cost are the sole responsibility of the customer. Refunds will be made after inspection of the merchandise; however, even though this is a "Free Shipping" site, the original shipping and insurance fees to ship order (which are built into the product purchase price) will be deducted from the original purchased amount before refund is issued. Returns after 30 days will be subject to approval and a 15% restocking fee.
Package(s) sent without an RMA number. Customers who call for an RMA number and are turned down because they didn't meet the requirements described above cannot return their package(s) to us. Any package(s) delivered to C.R.S., Inc., without an RMA number will become the property of C.R.S., Inc., and will not be returned. If we have to sign for any package(s) returned without an RMA number, especially package(s) that were turned down for an RMA number, the package(s) will become the property of C.R.S., Inc., and will not be returned. Our signing for any such package(s) will forfeit your rights to a refund from us; and if you contact your credit card company to reverse the charges under these circumstances where an RMA number was not given or a package was sent without an RMA number, we will follow the guidelines listed below under Credit Card Disputes.
At our discretion we will inspect all packages that arrive without an RMA number. If we determine that the item(s) have been used, no refund will be given and the package will not be returned. If we determine that the item(s) were not used, we will refund 50% of the original purchase price; however, even though this is a "Free Shipping" site, the original shipping and insurance fees to ship order (which are built into the product purchase price) will be deducted from the original purchased amount before refund is issued. In either case, if you contact your credit card company to reverse the charges because you are not satisfied with the terms as stated above, we will follow the guidelines listed below under Credit Card Disputes.
Credit Card Disputes
Before you contact your credit company to remove a charge you don't recognize on your bank statement, phone the telephone number next to the transaction to investigate the charge. Credit card disputes, known as "chargebacks" in the industry, take time and energy to get reversed. In most cases it was not a fraudulent charge; the credit card holder has simply forgotten about the charge.
We take chargebacks seriously!
If you contact your credit card company to remove a charge without calling us; or if you contact them to dispute the charges because we overrode your decision for "no signature" to "signature required"; or if you dispute the charges because you didn't want to make arrangements to sign, redirect, or pick up the package; or if you dispute the charge because someone in the household received the package and you were not made aware of it; or if you dispute the charge because you didn't want to wait for our refund check to arrive; or if you dispute the charge on items that were returned without an RMA (Return Merchandise Authorization) number; or if you dispute the charge because you refused the package due to your country's custom requirements that you pay duties, taxes, and/or any other fees associated with any package you ordered in the US for importation into your country; we will take action to reverse the chargeback.
If our action to reverse the chargeback is successful, a bill for an administrative fee of $55 to process the chargeback reversal will be sent to you. If we are unsuccessful in our action to reverse the chargeback, we will send you a bill for the original order amount plus a $55 administrative fee.
If a package was refused and sent back to us for any reason other than what's outlined for RMA customers, the original shipping and handling cost along with the return shipping will be added to the bill, and a 50% restocking fee will also be added. If the bill is not paid to us within 30 days, it will then be turned over to a collection agency. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to get merchandise without paying for it, we will file a report with your local police and sheriff's department. If the product was delivered within the US or to a Post Office Box, we will file a complaint for criminal mail fraud with the US Postmaster.
Please call us first to investigate a transaction you don't recognize before contacting your credit card company to remove the charge.
Your transaction will appear on your bank statement as "CRS INC ECOMMERCE 877-378-0065."
We want you to have a great experience purchasing products through our site. If for any reason, you are not satisfied with the merchandise or receive a damaged or defective product, please email us at firstname.lastname@example.org with a description of the problem. At our discretion we will try to work out the details so they are satisfactory for all parties involved.
Previous revisions 01/30/09, 05/06/09, 06/23/09 & 07/03/09. This revised policy took effect as of 10/30/10.