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1
Return Condition Grading
All returned items are inspected and assigned a condition grade upon receipt. Your refund amount is determined by the grade assigned. Store credit may be offered in lieu of a restocking fee where applicable.
| Grade | Condition | Refund Outcome |
|---|---|---|
| A | Unused, original packaging intact and unopened | Full refund — no restocking fee |
| B | Unused and undamaged, but packaging opened or damaged | Refund minus minimum 15% restocking fee |
| C | Shows signs of use; packaging opened or damaged | Refund minus minimum 25% restocking fee |
| D | Missing parts or shows signs of use; may be undamaged | Refund minus minimum 25% + replacement part cost |
| F | Damaged, destroyed, or unusable | No refund |
2
Return Policy Summary
Quick Summary Request your return within 60 days of purchase → Receive your RA number → Ship item back within 30 days → Refund issued based on condition grade above.
Standard Return Rules
- All returns require a Return Authorization (RA) number. Contact us before returning any item.
- Standard return window is 60 days from the date of purchase.
- Once an RA is issued, customers have 30 days to ship the item back.
- Returns are processed within 48 business hours of receipt and inspection.
- Return shipping costs are the customer's responsibility unless the return is due to a Contractors Direct error.
- Return labels can be provided at cost through our FedEx account upon request.
- Customers are responsible for securely packaging returns to prevent transit damage.
- Refunds are issued in US dollars to the original payment method only.
- We reserve the right to verify and authenticate billing information required for refunds.
Transit Damage on Returns
If a returned item is damaged in transit, the outcome depends on which label was used:
- Contractors Direct label used: We will file the damage claim on your behalf. Your refund will be determined by the carrier's inspection result.
- Customer's own label used: The customer is responsible for filing the damage claim with the carrier.
Special Situations
- Reconditioned / Refurbished items: All sales are final. Not eligible for standard returns.
- Special or custom orders: Not eligible for return or refund once the order is submitted.
- Factory drop-ship items: May be subject to a restocking fee per the manufacturer's return policy.
- Used items: Subject to a minimum 25% restocking fee pending inspection.
For the complete return policy including tile restocking fees, Affirm returns, engine-powered equipment, and freight returns, see our General Policy page →
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