Return Policy

CustomMHS returns

This policy applies to all orders placed with Custom Equipment Company (CustomMHS.com), whether online, by phone, by email or by purchase order. All returns require prior approval and a Return Authorization (RA) number. No return, credit or exception is valid unless approved in writing by CustomMHS.

1. Return Authorization (RA)

A Return Authorization (RA) is required for all returns. Returns without an RA will not be accepted and will be refused at the dock, and you will be responsible for all freight charges both ways.
Returns must be requested within 10 days of shipment. Email [email protected] with your order number, the item(s), quantity and reason for return.
Write the RA number clearly on the outside of every carton or pallet.
Approved returns must ship within 10 days of the date the RA is issued. RAs not used within that time expire.
An RA authorizes us to receive the product for inspection. It is not a guarantee of credit.

2. Return Requirements

Items must be unused, unassembled, uninstalled and in their original, unaltered packaging with all parts, hardware and documentation.
Return shipping costs are your responsibility and are non-refundable unless the return is due to a confirmed factory or CustomMHS error.
Ship returns prepaid, packaged to prevent damage in transit, and insured for full value. Products damaged in return transit are your responsibility.
Original outbound freight charges are non-refundable. If your order shipped free, the actual freight cost we paid will be deducted from your credit.
Credit is issued to the original payment method after the product is received and inspected by us or the manufacturer. Items returned damaged, used, incomplete or not in resalable condition may be refused or credited at a reduced amount.

3. Non-Returnable Items

Custom-made or made-to-order products, including modified, cut-to-size or built-to-spec items such as configured cabinets, wire partitions and cages.
Altered or etched items.
Any item that has been assembled, installed, anchored or used.
Items marked as non-returnable on the product page, quote or order confirmation.
All products from these manufacturers: Autoquip, BioFit, Davco, Hallowell, Jamco, Lift Products, Little Giant, Monoflo, Orbis, Pucel, Rack Engineering, SPG and Triple Diamond.

4. Restocking Fees

Approved returns are subject to a 25% restocking fee.
Some manufacturers charge a higher restocking fee. When they do, that fee applies, and we will tell you the amount before issuing an RA.
Additional charges apply if a returned item requires repair, cleaning, repackaging or reconditioning.

5. Order Changes & Cancellations

Most products ship directly from the manufacturer. Once an order is placed with the manufacturer, a change or cancellation may be subject to the restocking fees above, plus any freight already incurred.
Custom and made-to-order products cannot be canceled or changed once production has started.

6. Shortages, Errors & Incorrect Items

Claims for shortages, errors or incorrect items must be made within 10 days of receipt. If we or the factory shipped the wrong item or quantity, we will cover return freight and ship the correct product at no charge once the error is confirmed. This is your sole remedy for a shipping error.

Damaged Shipments, Shortages & Risk of Loss

All products ship FOB shipping point. Title and risk of loss pass to you when the product is handed to the carrier, and from that point the carrier is responsible for loss or damage in transit. You are responsible for filing freight damage claims with the carrier. We will provide any order documentation you need for your claim.

1. Inspect Before Accepting Delivery

All shipments should be inspected before accepting delivery. Count every carton and pallet against the bill of lading and check each one for damage.
Do not allow the driver to leave without noting the damage on the bill of lading. Be specific, for example “2 cartons crushed” or “1 pallet short.” Words like “subject to inspection” are not accepted by carriers as a damage notation.
Ask the driver about the carrier’s claims process.
Take clear digital photos of the damaged equipment and packaging, and of the truck if possible.
Signing a clean bill of lading confirms you received the shipment complete and in good condition. Carriers routinely deny claims that were not noted at delivery.

2. Concealed Damage

If damage is found after unpacking, stop unpacking, keep all cartons and packing material, and take photos.
Report it to us and to the carrier as soon as it is discovered and no later than 5 days after delivery. Late reports are commonly denied by carriers.
Do not discard, repair or use damaged product until the claim is settled. The carrier may need to inspect it.

3. Refused Shipments

Refused shipments are treated as returns and may incur freight charges, restocking fees and return shipping costs, plus any carrier storage or redelivery charges.
If a shipment is damaged, accept it with the damage noted on the bill of lading unless the product is a total loss, then contact us right away.

4. Delivery Information

You are responsible for providing an accurate delivery address and selecting the correct delivery service (dock, forklift, liftgate or limited access). Charges for redelivery, reconsignment, liftgate, limited access or other accessorial services not selected at checkout will be billed to you.

Warranty

All products include the manufacturer’s factory warranty. Warranty terms, coverage and remedies are set by each manufacturer, and warranty claims are handled under the manufacturer’s terms. We will help you coordinate any warranty claim. CustomMHS does not provide any separate warranty and, to the fullest extent permitted by law, disclaims all other warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose.

Product Selection, Installation & Use

Any product recommendation we provide is a courtesy. You are responsible for confirming that a product suits your application, including load capacity, dimensions, site conditions, floor and anchoring requirements, and any applicable codes, permits or safety standards. Products must be assembled, installed, inspected and used according to the manufacturer’s instructions and rated capacities. CustomMHS is not responsible for damage or injury resulting from improper selection, installation, overloading, modification, misuse or lack of maintenance.

Limitation of Liability

To the fullest extent permitted by law, CustomMHS is not liable for any indirect, incidental, special or consequential damages, including lost production, downtime, lost profits, labor, installation or removal costs, or delays in delivery. Our total liability for any claim related to an order will not exceed the purchase price of the product involved. Our remedy, at our option, is limited to repair, replacement or credit of the purchase price.

Payment Disputes

Please contact us before disputing a charge with your card issuer so we can resolve the issue directly. Returns and credits are handled only under the terms of this policy.

Changes to This Policy

We may update this policy at any time. The version posted on the date of your order applies to that order. Nothing in this policy limits any rights you have that cannot be waived under applicable law.

Questions?

Email [email protected] or call 866-333-0728, Monday to Friday, 7 AM to 6 PM ET.