We strive to provide unparalleled customer service, and our return policy and procedures reflect this commitment
Based in Ashland, Virginia, QRFS offers a variety of fire protection equipment ready to ship worldwide, and we’re committed to helping customers get exactly the right parts. But sometimes, you may need to return, exchange, or cancel an order that doesn’t fit your needs. So, we offer a liberal return policy that extends 90 days from the original shipping date, there are no restocking fees, and most QRFS products are eligible for return.
We are dedicated to providing the best service possible to our customers, and allowing some flexibility for issues in picking the right products—plus the unusual potential for damage during shipping—helps us achieve this mission.
Read on to learn the specifics of QRFS’s return policy:
- What items are (and aren’t) eligible for return?
- Why would you need to return a product to QRFS?
- What if my product is defective or missing components?
- How do we ship our products?
- How can I minimize the chances of needing to return something?
- What is the process to submit a return request?
What items are (and aren’t) eligible for a return?
The vast majority of our products are eligible for a return within 90 days of the shipment date if they were shipped within the US and Canada. Here’s a short list of what’s not eligible:
- Used or installed products.
- Special-order items. These items will be assigned a part number that begins with “SO-”. Special order parts are things we don’t carry online but specially source for customers, such as rare sprinklers or custom-painted cover plates.
- Dry sprinklers are always custom orders because a buyer must specify a barrel length, among other features. QRFS’s no-return policy reflects the manufacturers’ policies.
- Heavy-duty head guards.
- International orders shipped outside of the US and Canada. QRFS is happy to serve international customers, but the complexities and costs of worldwide shipping limit our return policy. International customers should take special care to ensure they order the right parts, and this guide explains QRFS’s international shipping policies and procedures, along with crucial info for choosing compatible equipment.
Generally, none of ineligible items above can be returned. However, if you receive any order with defects, please reach out to our Customer Support Team, and we’ll review the issue.
Why would you need to return fire protection equipment to QRFS?
Given manufacturers’ deep product lines, numerous part numbers, and the complexity of fire protection, we understand that sometimes people may order the wrong thing. Other times, someone might order an item and learn they don’t really need it, or there’s another issue—and that’s okay!
One major benefit of ordering through QRFS is that we understand fire protection is complicated, and we’re happy to accommodate many issues. All we ask is that an eligible item be returned in its original packaging and in the condition that you received it within 90 days of the date of shipment.
Upon arrival at our warehouse, we will issue a refund for the items (less shipping costs) within three business days. We pay shipping costs directly and without markup, so we don’t refund them. However, in the exceedingly rare event we send a different part than the one ordered, or the part is defective, we will provide a remedy at no additional cost to you.
IMPORTANT: Any items that were used or installed are not eligible for a return due to safety concerns. Please ensure the product fits your needs and is compatible with your system before installation. Items that return to us damaged (without previous notification), were clearly used, or do not have an RA (return authorization) will be refused.
Though it’s infrequent—frankly, rare—products that arrive to customers damaged in transit are also eligible for a return or exchange. It occasionally happens with modern logistics, and we assist customers who receive goods damaged by shipping companies.
What if my product is defective or missing components?
It is the buyer’s responsibility to inspect the package and items upon delivery and notify the QRFS Customer Support Team by phone or email of any damaged, defective, or missing products within 72 hours (3 days) of delivery. Simply take a picture of the package contents or defects and send it to our Customer Support Team so that they can assist you.
How do we ship our fire protection products?
There are several options:
- UPS or FedEx—We reserve the right to choose either carrier at our discretion
- United States Postal Service (USPS)
- FedEx Freight, Conway, R & L, and other freight carriers (If this is necessary for large orders, it may incur an additional charge)
Important: In the rare event a particular carrier does not deliver to your address, please make a note at the initial time of the order. Most often, this can occur with rural destinations. Additionally, some freight carriers do not deliver to residential addresses, so be mindful of that possibility when choosing a shipping method.
How can I minimize the chances of needing a return?
The most common reason for returns is when a customer accidentally orders the wrong part. So, the first step to avoiding this is to triple-check your order before submitting it or contact us immediately if you need to amend an order you placed.
Another way to minimize returns is to ensure the product is undamaged upon arrival—within 72 hours. As unlikely as it may be, damage during shipping is an occasional reason.
Finally, check the delivery to ensure you received the correct product or products you originally ordered, and that items are appropriate for your application. Again, once a product is installed or used, returns are no longer accepted.
Also, and again: international customers should carefully scrutinize equipment compatibility. All of our products are measured in the imperial system of feet and inches and Fahrenheit temperatures (°F), while product descriptions may only mention metric measurements (meters, millimeters) and Celsius temperatures (°C) secondarily. These differences become vital with fire sprinkler products, as international standards and systems may demand connections in BSPT threads (millimeters) rather than NPT connections (inches). Currently, QRFS only sells sprinklers with NPT connections used in North America and some other regions of the world.
So, please look closely before placing an order to make sure you are getting the right part—and read this blog to learn more about international standards, products, and shipping.
What is the process to submit a return?
There are two options for requesting a return. The first and most straightforward is to email our Customer Support Team at support@qrfs.com. Please specify the products you’d like to return, including the quantity and product numbers, and the reason for the return. We’ll evaluate the request and reply with an update on its status, plus ask any questions if necessary.
We also offer another method if you have a QRFS account set up with us. Here’s the process:
1. Log into your account at qrfs.com.
2. Under the Orders tab, click on the Return items? link under the blue Shipped box on the far-right side of the screen. Each order will have its own unique link.
3. Under the Returns tab, select the Item and Qty To Return for the parts you want to return and click Next:
4. Choose a Return Reason and Return Action, and leave any Comments pertinent to the return:
5. Click Submit Return Request, and QRFS will be notified automatically by email. Customer service will contact you shortly to let you know whether your return was accepted or if we need further information to complete your request. You can check the status of your return at any time in the “Returns” tab when logged into your QRFS account.
QRFS exists to make sourcing fire protection equipment easier
QRFS focuses on serving customers well and wants to make fire protection compliance as simple and effective as possible—which depends on getting the right equipment. It’s why our US and Canadian customers have 90 days to submit a return request from the original shipping date for the vast majority of our products. As long as an eligible item has not been installed or used, returns are smooth and quick.
Once approved, a refund is issued within three business days, less the original shipping charges. Visit our returns and shipping page for additional information, and contact us at support@qrfs.com with any other questions!
Browse our full product line of fire protection equipment, and feel free to check out our blog for information on other topics, including FAQs, codes and standards explainers, product information, and more!
This blog was originally posted at blog.qrfs.com. If this article helped you, check us out on X @QuickResponseFS.