If you run into the unfortunate chance that you need to return one of our products from Marine Fiberglass Direct, this page will help you out into the process you will need to take.
The very first thing you need to do is contact us on our contact page or email us: info[at]marinefiberglassdirect.com (replace [at] with @). You need to explain exactly what happened. You will also need to email us over photos of the product and the box your item was shipped in. For any return you must contact us within 30 days of receiving your product. If you do not contact us within 30 days after receiving your product (using tracking number information), we reserve the right to deny the return. No exceptions.
All returns must meet the following requirements. Any return that does not meet the requirements will be denied.
All of our products are inspected before being packed away for shipment.
- Product was damaged when you took it out of the box. Consumer must contact us via email within five business days of receiving the product.
- You received the wrong product
- Products you don't like or need within 30 days (see exception to this bullet point below, 1a)
For Damaged Products: If your product was damaged, you must send us pictures to review them. You can send them to info[at]marinefiberglassdirect.com (replace [at] with @) with a full explanation of what happened.(Consumer must contact us via email within five business days of receiving the product.) Damaged products will be the responsibility of the carrier. A claim must be filed by the consumer.
Note: the review/inspection process can take up to three weeks.
1a) For products you don't like or you just changed your mind about, Marine Fiberglass Direct has the right to charge up to a 15% restocking fee and buyers are responsible for the shipping back to us. No exceptions. The product must be received back to us in original packaging undamaged. Prior to the shipment back to us we will provide the buyer with a RMA # and the buyer is required to provide us with a tracking number. The other option is for us to provide a return shipping label (certain conditions do not apply) and we would then (after we receive and approve the product) give a refund minus the shipping cost. Please allow up to three weeks for the return inspection process. Local pick up handling fees are non-refundable. All freight carrier shipping expenses will not be refunded.
When you do have an acceptable return (after our review), you will be responsible for packaging up your item(s). Please take the time to carefully package your returns. It’s your responsibility to pay costs related to the repair of returned items damaged during shipping due to improper packaging. You will then have to take it to a shipping parcel. The shipping parcel must be able to provide a tracking number. After approving the return, the customer (you) will ship the product back to us with our RMA/Order number and you will then need to provide us with a tracking number once package is dropped off. Product must be returned in new undamaged condition with all original packaging, manuals, parts, etc. If product appears to have been installed, or it appears as though someone has attempted to install it, your return will be denied. Absolutely no exceptions. We will NOT be responsible for damaged or lost products shipped back to us. The customer will need to file a claim on their behalf. It is advised that the customer (you) insure the package when shipping back to us and have valid tracking information. Expedited Shipping expenses will not be refunded.
Non Accepted Returns:
- Products purchased under the Local Pick up option
- Any custom made products or sale products
- After any item has been installed or modified
- Any product that does not have all the parts/manuals that were originally shipped with the product
- Any product that was damaged in the shipment back to Marine Fiberglass Direct. The buyer would have to open a case with the shipping company they used
- The right to refuse returns of any special orders
- The right to refuse a return of any products damaged by abuse
- The right to refuse a return not received within 15 business days of receipt of the RMA
We will charge a 20% restocking fee on any orders over $1,000. No exceptions.
If by chance we feel that there was any foul play with the product to get an automatic return, we do have the right to refuse the return with no refund.
ANY returns/exchanges no matter what the circumstance is, buyer must pay for return shipment. No exceptions. No matter what the reason may be, if an international order needs to come back to Marine Fiberglass Direct, the buyer must pay for shipment back. Marine Fiberglass Direct is also not liable for the payment of any type of duties or taxes that are required to cross borders. Marine Fiberglass Direct will not be responsible for the carrier's delays or misplaced/irrecoverable shipments; if required, buyer will be responsible to file the claim with the carrier.
Marine Fiberglass Direct will NOT lower the cost on an invoice amount to save from duties or taxes.
Refunds: Most banks will process the refund(s) within ten business days, but the process can vary and take up to thirty days. Once the customer receives the refund email notification, he or she should contact their bank for further details.
For an exchange, the customer will be required to ship the product back unless otherwise agreed upon. We will NOT send out the exchanged product until we receive the original product that was sent out. Absolutely no exceptions. You will be responsible for packaging up your item(s). Product must be returned in new undamaged condition with all original packaging, manuals, parts, etc. If product appears to have been installed, or it appears as though someone has attempted to install it, your exchange will be denied and a 25% restocking fee may be applied. Absolutely no exceptions.
Return Policy Abuse:
Marine Fiberglass Direct reserves the right to deny service to anyone suspected of abusing Marine Fiberglass Direct policy. (See "Terms of Service")
The customer is responsible for returning the product once the product/order has been shipped by Marine Fiberglass Direct, no exceptions. We can not and do not control the carrier's lag or delivery time. A customer must cancel the order by email prior to the customer receiving a tracking number in order to receive the full refund amount. If the customer refuses the shipment/package not in accordance with "Accepted Returns" and/or "1a" the restocking fee along with the shipping expenses will be enforced and deducted from the customer's refund.
- We are not responsible, nor liable, for the installation, malfunction or any use or misuse of the products sold by Marine Fiberglass Direct. Those products will not be eligible for a return or an exchange.
- These parts are intended to be installed by professionals.
- Using or installing any product sold by Marine Fiberglass Direct on a boat, dock, pool, motor vehicle, motorcycle, hot tub or any other place is at your own risk.
Under certain circumstances Marine Fiberglass Direct (marinefiberglassdirect.com) will be able to assist in the filing of a warranty claim with a manufacturer or the return of a defective item however marinefiberglassdirect.com does NOT certify or warrant any action, refund or replacement on behalf of a manufacturer.
Advanced replacement parts are not available. Please note that in cases of items being replaced under warranty the customer may be responsible for the shipping cost of the return shipment and/or the replacement order.
Contact our Customer Service Department via info[at]marinefiberglassdirect.com (replace [at] with @) to receive information regarding eligibility of your product for return.
All of our electronics boxes are warranted against defects in materials and workmanship for a period of one year from date of purchase. This warranty applies only to the original owner. This warranty does not cover damage from accidents, failure to maintain properly, negligence, or normal wear and tear.
Deep Blue Marine Products:
All of their polymer products are guaranteed not to crack. Satisfaction guarantee can be found by clicking on the link: https://www.deepbluemarine.com/about-us.cfm NOTE: customer must contact manufacturer (Deep Blue Marine) directly regarding replacement parts/products or warranty information.
CM Marine Products:
Please note, warranty durations vary upon models: customer must contact manufacturer (CM Marine) directly regarding replacement parts/products or warranty information.
In order to better serve our customers, our customer service and support is email based.
We reserve the right to change these terms at any time. (last updated 10/1/2021)