Refund/Return Policy:
Eastgate Supply must be contacted by the customer prior to returning an item. All returns must be accompanied by a valid RGA number which will be issued by Customer Service provided that the conditions outlined below are met.
We accept returns for exchange or refund 30 calendar days after delivery of the product. In order to be eligible for a refund customer service must be contacted within 30 days and the return must be shipped back to Eastgate Supply no later than 45 days after the purchase date. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:
- Item does not show signs of wear or damage in any way
- The item is clean. (dirty products will not be accepted)
- The packaging must be intact and in resalable condition
In the addition to above, special orders are ineligible for a refund and are unable to be returned. A special order is defined as a custom product not posted on our website or an order with bulk pricing that differs from our posted website pricing.
Product Specific Return Policies
Certain products may have a custom return policy which if applies will be posted on the product description page and will supersede this policy.
Damaged Product
If an item is received damaged or is incorrectly shipped by Eastgate Supply please contact customer support immediately. If Eastgate Supply arranged the freight, products damaged in transit will be replaced by Eastgate Supply. If the customer arranged the freight for an order, the customer is solely responsible for damage in transit.
Incorrectly Shipped Product
Eastgate Supply makes every effort to ensure that the correct material is shipped for each order. However, it is strongly recommended that the customer inspects their order to ensure that the correct material has been delivered. If an error has occurred the customer must contact customer service within 30 calendar days to be eligible for a replacement.
Restocking Fee
A 30% restocking fee applies for returned items that are not damaged. Customer service must be contacted prior to returning any order. Orders returned without contacting customer service first are ineligible for a refund of any amount. Customer service will provide an RGA# and a correct ship to address. Items refused by the customer or returned to the origin address may be ineligible for a refund of any amount.
Return Shipping
When returning a product, the customer is responsible for paying for and arranging return shipping. The customer is responsible for any lost product when returning an item. It is strongly recommended that a tracking number is obtained by the shipping company when returning an item. If an item is damaged in return shipping back to the warehouse no refund will be given. Refunds are contingent upon inspections of items(s) once received by the warehouse. Refunds are applied to the method of payment within approximately 7 business days of receiving the return.
Please note that customer refusal of an order delivery will result in the customer paying the full 30% restocking fee and return freight for the order which will be determined by the freight company once the order has been returned to the warehouse.