Return Policy – Jorathim

jorathim.com Return Policy

At jorathim.com we try to make returns as easy and simple as possible.

Please make sure to read through the product listing carefully before ordering and ask questions in advance! We know you are buying based off a picture and sometimes it's hard to tell the exact color or to be sure about the exact size. We are confident that you will love our products, but we know in life things happen and plans change. If for some reason the item you order doesn't meet your expectations or requirements, don't worry! We have a super simple 30 day easy return policy and friendly service. If the item you order doesn't work out, return it for a refund. Our goal is to make you happy!

What is an RMA Number?

RMA number stands for Return Merchandise Authorization number. It is a number we use to track your return in our system. This identifies the return and associates it with your order number. Once you request a return please allow 3 business days for us to process your request and issue you an RMA number.

How to Request a Return

Requesting a Return is easy. Within 30 days of receiving your order, simply Email [email protected] with the following information:

1) Your Full Name
2) Your Order Number (which can be found on your order confirmation email or tracking number email)
3) A description of the item you wish to return (include full product title and model number if possible)
4) The reason you want to return the item. For example, reasons such as: it's the wrong color, it didn't fit, design change, or product defect (please explain), too big, etc. are all fine. The reason can be short and simple.
*Note: If you are requesting a return for a damaged or defective product, please submit a few pictures as we will need them to process your request.

Within 3 business days we will reply to your email with your RMA number and detailed instructions. If your return qualifies for free return shipping, we will also send you a prepaid label. If not, we simply send you our address and instructions so you can ship the item(s) back.

All items must be returned with the Return Merchandise Authorization (RMA) number provided. Write the RMA number on on a sheet of paper included inside the box along with your return. Please do not write on the product boxes. We recommend you use a trackable shipping service such as UPS and insure the package in case it is lost or damaged in transit. Please repackage the product inside the original outer shipping box to protect it from damage. This will ensure you will be granted a full refund on its arrival.

When should I expect my Refund?

For most general or defective returns, we will process your credit once we have confirmation that the return has been received and inspected by our warehouse. Please allow 5-10 business days following delivery to our warehouse for your refund to be issued. Refunds will be credited to the original credit card or payment method used at the time of purchase. Contact us at any time with questions.

Details About Different Types of Returns

General Returns

Returns must be requested within 30 days of delivery
Must be in resalable condition
Must not have been installed
Must be in original manufacturer's box and packaging
Must not have writing on the original packaging
Must not be missing pieces
Failure to meet the above criteria may result in your return being rejected or a restocking charge
Buyer pays all return shipping costs.
Returns must be sent back to us quickly! We waive restocking fees on returns sent back to us in a timely fashion. If we receive your return more than 15 days after the date it is authorized, a 20% restocking fee will apply. Any returns received more than 30 days from the date of authorization may be rejected.

Returns for Defective or Damaged Products

We carefully package and inspect our products so they will arrive to you safely and in tact. We double-box many items and we don't sell products that can easily break during shipping. If despite all this, your item still arrives damaged or has some other manufacturing defect please notify us within 15 days of delivery. If the item has a defect or is damaged, we will pay the return shipping costs and provide you with a full refund or replacement. Failure to report a problem within 30 days from the date you receive your order could result in your return request being denied.

Depending on the nature of the defect, it may be necessary to handle the issue by making a warranty claim with the manufacturer. If this is the case, we will assist you with further details for how to make the claim. This will not cost you anything, but may require you to contact the manufacturer directly using information we will provide.

Missing Parts

If your item arrives with any parts missing, we will either supply you with the missing parts or send you a complete replacement. You may also opt to return the item for a refund. Reports of missing parts must be made within 15 days. A jobsite is a busy place, and even with the best of intentions, items can, and do often go missing. jorathim.com is not liable for lost parts. Therefore it's important to check over your order immediately upon receipt to make sure everything has been received. Please notify us if anything is wrong or missing within 15 days of any problem or missing part. After 15 days, we are unable to send free replacements for missing part requests.

Partial Returns

Many of our products are composed of several component pieces (eg a valve and a trim kit). If you receive your product and find you cannot use some particular component, we may be able to accommodate a return of just that piece. Any partial return must be requested in advance and will be approved on a case by case basis. It is not always possible, but if we will try our best to work with you. In the case of a partial return, the buyer is responsible for all return shipping costs and a restocking charge of 20% may apply.

Returns for Larger Fixtures that Ship LTL Freight

Due to the nature of large shipments such as Bathroom Vanities, Cabinets, Toilets, Tubs, and other items that ship by LTL (Less Than Truckload) Large Parcel Freight as opposed to UPS or FEDEX, we must charge a 15% restocking fee on all returns. If your item came to you by trucking company the restocking fee will apply. It's not to be mean but larger shipments often have a lot of parts that take a long time to unpack and put back into inventory. Hopefully you can understand our situation. If you are shopping for a larger fixture, please consider this and make sure to ask all your questions in advance! Our Sales staff is here to help! We aren't here to upsell, just to help you find an item that will be what you need. Buyer is responsible for all return shipping costs.

All claims regarding missing or damaged parts MUST BE MADE WITHIN 48 HOURS. Open everything right away to make sure it is ok and don't sign for a shipment that arrives looking damaged. If your product has a manufacturer's defect, we can either replace the defective part, or, if necessary, the entire unit. Damage is covered by shipping insurance and we have only 48 hours to make a claim. We can only help you though if you CONTACT US WITHIN 48 HOURS! Make sure to check your shipment thoroughly as soon as you receive it to avoid any problems.

***Note: If your item was damaged through no fault of your own, the restocking fee does not apply. Make sure however that you immediately note any damage when you receive your shipment. You can simply write "Package Damaged" when you sign. Please refuse delivery of any significantly damaged shipment. Take pictures of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Contact us to let us know the shipment is being returned.

***Another Note: Damage during shipping is extremely rare since we pack everything very carefully. It hardly ever happens but you never know so please just look through your order when it arrives.

Other Return Information and Details

When and Why do I Have to Pay a Restocking Fee?

We do NOT charge restocking fees on most returns within the first 30 days. There will be no restocking fees charged for items returned in brand new, uninstalled condition, still in the original packaging, and complete with all parts and manuals as long as they are received back in a timely fashion. We will waive the restocking fees for returns received back within 15 days from the date of the return authorization. If your return is received more than 15 days from the time it is authorized, a 20% restocking fee will apply.

We always charge a 20% restocking fee on all Large Parcel LTL freight shipment returns as these require significant labor to process.

If your return is received in anything but brand new condition (see General Returns above) a minimum restocking fee of 50% will apply. If the condition of the return is very poor, we reserve the right to reject the return completely. If this occurs, you will have the option to pay for us to send the item(s) back to you or have us dispose of them.

Please just make sure to send your item(s) back in the same condition you received them, in a timely fashion, and you will be granted a full refund.

Restocking Fees on Multiple Return Requests

It is our goal to provide as much information in advance to help you order the correct fixtures. If you are unsure whether or not a product will work for your application, please discuss with your plumber/contractor or contact us before ordering. We are only able to waive the restocking fees on your first return request (if your return meets the requirements detailed above). A 20% restocking fee will apply to all future return requests. We have real costs associated with any return and are only able to waive the restocking fee on 1 return request per customer. Buyer is responsible for all return shipping costs.

Order Cancellation Requests

We can only cancel an order if it has not yet been prepared for shipment. Our warehouse works fast and orders are often already packed-up, shrink-wrapped on pallets, and loaded on UPS trailers before a tracking number is uploaded to you. In many cases becomes impossible to locate your box and stop the shipment. Once the order is en route, it then becomes a general return under our easy 30 day return policy.

Address Change Requests

We can only ship-to the address you submitted with your payment. Changes to the shipping address must be handled as an order cancellation, refund, and re-order. Please make sure the ship-to address is up to date and correct when you submit your payment.

If you place your order using an incorrect out-dated ship to address, we may be unable to stop the shipment. If you contact us immediately we will try our best, but if we are unable to stop the shipment, it will be your responsibility to return the item to us if you would like a refund. Please be careful and don't let this happen!!

My Order Says it Arrived but I Did Not Receive it

If your tracking number says your package has been delivered, but you cannot find the box, first start with these helpful suggestions from UPS customer service:

Verify the shipping address
Look for a notice of attempted delivery
Look around the delivery location for your package (this can be found when you track the package on UPS.com
See if someone else in your home accepted the delivery or brought the item inside
Check with your neighbors to see if UPS accidentally left the box at their house by mistake

If you still are unable to locate the box, contact us right away! We will initiate an investigation with the shipping carrier to try and locate the package. It is critical that you report a missing package right away so we have a chance to find it. Missing packages must be reported within 15 days from the date of delivery or we may be unable to help. Please get in touch right away!

I did not Receive all of the Products on my Order. What do I do?

There are occasions when an order is shipped from multiple locations and will arrive at different times. Check your email to make sure we didn't send you more than 1 tracking number. In the event that all the items on your order are not delivered, please contact us at [email protected]. Missing parts must be reported within 15 days or we may be unable to help. Please make sure to check over your order immediately upon receipt.

I Think I Received the Wrong Product. What do I do?

If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation e-mail. If anything does not look right, please contact us so we can assist in getting the wrong item(s) returned and the correct item(s) sent out. Any request of this nature must be made within 15 days. We cannot help with problems that are reported after 30 days so please check your shipments when they arrive!

Return Requests for Orders Received More than 30 Days Ago

Some items are not eligible for return after 30 days (this depends on the manufacturer). If you placed your order more than 30 days ago, and need to return it, email [email protected] and we will try our best to help. We charge a restocking fee of 50% for returns requested between 30-60 days. If you request your return after more than 60 days, it will not be accepted.

Refusal of Delivery (Standard Carrier) Returns

Refusing delivery (if your item is sent via standard ground carrier like UPS) is not a good way to handle a return. Refusal of delivery could result in your refund being delayed or your return being rejected. If the box were to go missing after you have refused delivery, it would be your responsibility, so don't take that risk! Please simply accept delivery and then request your return using the standard instructions above.

Fine Print:

jorathim.com is not responsible for any labor costs related to handling, installing, or uninstalling items purchased.

Clearance/Liquidation/Closeout items may only be returned if found to be defective or damaged upon delivery.

Customer Service

For help, Contact us!