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Return Policy


What is Kelser’s Return Policy?

For products covered by a manufacturer’s return policy, Kelser allows for 30 days from the date of invoice to our customers for items to be returned. This policy is designed to accommodate the various shipping and transit times needed to return the products appropriately.

Due to some manufacturers’ policies, Kelser is not authorized to accept certain items for exchange, replacement or credit for any reason. DOA or defective items may only be approved to be returned for repair.

Kelser may be unauthorized to accept certain items for return as manufacturer policies change, manufacturer goes out of business or if product was specially ordered.


Can an exception be made?

Kelser has simplified our returns policy and will be providing the returns guidelines at the time of purchase. In addition, this policy enables us to provide our clients with more consistent and timely answers. This policy is aligned with our manufacturers’ stated policies, therefore we are unable to make exceptions.


What are the requirements for condition of the products to be returned?

All returns MUST: be 100% complete, contain ALL original boxes and packing material, have original UPC codes on the manufacturers boxes, contain all blank warranty cards, cables, software, manuals, accessories and documentation provided by the manufacturer.

Clearly mark each address label of each package being returned with the RA#. DO NOT WRITE ON THE MANUFACTURERS BOX. Kelser strongly recommends using a reputable shipping carrier capable of providing proof of delivery as well as properly packing and fully insuring return shipments.

Products returned for any reason other than Dead on Arrival (DOA) or Defective, must be in resalable condition (no stickers, etc.), complete and unused, and the outer seal must not have been opened or re-taped. Product boxes that do not meet the condition specified on the return order are often not eligible for return and will be returned back to the customer.


How do I return the product to Kelser?

Please contact the Kelser Customer Support team to submit your request. After supplying some basic information and detailing the condition of the product, Customer Support will confirm the ability to process a Return Authorization (RA). This RA is valid up to 30 days from original invoice date. Our clients are responsible for shipping the products back to Kelser immediately after receiving instructions from Kelser and an approved RA. This will allow us ample time to process the request back to the manufacturer or distributor and ensure the highest credit against your invoice. As a general rule, our clients are responsible for the freight back to Kelser.


When to notify Kelser of a request for return?

Please notify Kelser of any issues that may require a return within 2 business days of receiving your shipment. This will allow us to act quickly on your behalf and expedite resolution. If the item appears to have physical damage, please be sure to keep all packing materials in the event that a shipping claim will be needed.


What response should I expect from Kelser?

Kelser will contact you within one business day after the request has been made. Once we have confirmed the details of your request, our resolution process will begin immediately and any RA numbers or additional information will be provided.


What will Kelser do when they receive my returned item(s)?

Upon receipt back to Kelser, we will verify the item(s) condition, part number and quantity in order to continue with the return process. At this point, replacement orders, repairs or credits will be initiated as appropriate.


Are there restocking fees?

It is Kelser policy not to charge a restocking fee unless it is passed on to us from a distributor or manufacturer. These fees may be charged for reasons including but not limited to: Items with open or damaged packaging; special order items; items returned in excess of 30 days. When necessary, typical restocking fees will range from 10% – 30% of the purchase price.


When will I receive credit if applicable?

After the steps above have been completed and credit has been received from our supplier, Kelser will promptly apply the credit to the customer account (less any applicable restocking fees).


Factory Sealed: Product is in its original packaging, completely intact, all seals unbroken, condition “new”.

Shipping Damage: Physical damage caused to the product during transport to the customer.

Special Order: Product which has been ordered specifically for a particular end-user and is not normally stocked or carried by Kelser.

Return Window: 30 days from the date the product is invoiced to the customer.

Ordered Incorrectly/Over-Ordered/Cancelled Order: Product is in factory sealed condition, unwanted by customer after receipt of goods.

Dead on Arrival (DOA): Product has been opened and does not function normally upon immediate attempts at operation.

Incorrectly Shipped: Product is in factory sealed condition but what was shipped differs from product ordered on customer purchase order.

Date of Invoice: The date the customer invoice is generated, which is usually the day after shipment.

RA Number (RA#): Return Authorization number from Kelser indicating approval to return the product in its stated condition.


Of course, please contact your sales rep if you have any questions or need assistance.