CROSSTOWN PLUMBING SUPPLY –

SALES & RETURN TERMS

1. General Policy

Crosstown Plumbing Supply serves both trade professionals and the general public. Due to the technical nature of our products and manufacturer requirements, our return policies differ from typical retail stores.

By purchasing in-store, online, or via delivery, you acknowledge and agree to the following terms.

2. Return Authorization Required (All Returns)

All returns require prior approval from Crosstown Plumbing Supply.

• • Returns may be denied if they do not meet the conditions outlined below
  • Approved returns may be subject to inspection upon receipt
  • Crosstown reserves the right to refuse any return at its discretion

3. Non-Returnable Items (Final Sale)

The following items are final sale and cannot be returned or exchanged under any circumstances:

1. Equipment & Major Systems
   All equipment is final sale. Warranty through manufacturer only.

• • Boilers
  • Water heaters (including storage tanks)
  • Furnaces, and condensers
  • Gas and oil burners

1. Electrical Components & Controls
   (All control boards, gas valves, sensors, ignition components, etc.)
2. Other Non-Returnable Goods

• • • Tools
  • Chemicals
  • Special order / non-stock items
  • Installed items (including cabinets, vanities, toilets once installed)
  • Any item not in new, resalable condition (including damaged or missing packaging)
  • Any item not originally purchased from Crosstown Plumbing Supply
  • Any item purchased more than 45 days prior

4. Equipment & Warranty Policy (Additional Detail)

If a component is believed to be defective:

• • The installer is responsible for diagnosing the issue
  • Replacement parts must be purchased at the time of repair
  • Suspected defective parts will be submitted to the manufacturer for evaluation

Outcomes:

• • If deemed manufacturer defective → credit or refund issued
  • If deemed installation-related damage → no credit or refund

Non-warranty conditions include (but are not limited to):

• Improper wiring or reversed polarity
• Short circuits or electrical damage
• Water exposure
• Improper installation or startup

5. Eligible Returns (Stock Items Only)

Items not listed as non-returnable may be returned if:

• • Return is approved in advance
  • Returned within 45 days of purchase
  • In new, unused, resalable condition
  • In original packaging

6. Refunds vs. Store Credit

A. Store Credit (Preferred Option)

• • No restocking fee
  • Issued for full purchase amount
  • Valid for 1 year

B. Refunds

• • Subject to a 20% restocking fee
  • Refunded to original payment method

Crosstown reserves the right to reduce restocking fees at its discretion.

7. Shipping & Return Transportation

• • Customers are responsible for all return shipping or transportation costs unless covered by the Manufacturer
  • Original delivery or shipping charges are non-refundable
  • If a return is approved due to Crosstown error, shipping costs may be reimbursed

8. Delivery Orders (Important)

For orders delivered by Crosstown:

• • Customers must inspect all goods at the time of delivery
  • Any damage, shortages, or errors must be noted at delivery or reported within 24 hours
  • Claims made after 24 hours may be denied

Returned delivery items:

• • Must meet all standard return conditions
  • May be subject to pick-up fees at Crosstown’s discretion

9. Order Pickup & Third-Party Authorization

• • Orders may be picked up by the customer or a designated third party (including employees, contractors, or delivery personnel).
  • Any person picking up an order is deemed to be authorized by the purchaser and acting on their behalf.

Inspection & Acceptance:

• • All merchandise must be inspected at the time of pickup
  • By accepting the order, the person picking up confirms that:
    • The order is complete
    • The merchandise is in acceptable condition

After Pickup:

• • Crosstown is not responsible for damage, loss, or shortages once merchandise has left our facility
  • Claims for missing or damaged items after pickup may be denied

10. Proof of Purchase

• • Customers without an account must present a receipt
  • Account holders may have returns verified through account history

11. Credit Handling

• • Account customers may request Crosstown to maintain credit records
  • Non-account customers are responsible for retaining credit documentation

12. Small Balance Policy

• • Refunds under $25 may be issued via original payment method or cash
  • Store credits under $25 may be issued at Crosstown’s discretion

13. Online Orders & Payment Acknowledgment

By completing an online purchase, you:

• • Confirm that you have read and agreed to these terms
  • Acknowledge that certain items are final sale and non-returnable
  • Accept that all returns require prior approval and may be subject to fees

14. Right of Refusal

Crosstown Plumbing Supply reserves the right to refuse any return that does not meet these terms.