How Do I Return an Item?Updated a day ago
Return Eligibility
PNW Sanitary accepts returns on new, unused items within 30 days of delivery. Returned items must be in resalable condition and include all applicable packaging.
Please note:
- Original shipping charges are non-refundable
- PNW Sanitary does not reimburse return shipping for correctly shipped orders
- All eligible returns are subject to a 15% restocking fee
Items Not Eligible for Return
- Used, installed, or modified items
- Items with scratches, dents, or visible wear
- Products missing original packaging (when applicable)
- Custom-built or special-order items
- Clearance or discontinued items
- International orders (final sale)
No Exchanges Offered
PNW Sanitary does not offer traditional exchanges. If you need a different item, please submit a return for a refund and place a new order through our website.
How to Submit a Return
All returns must be initiated through our self-serve returns system in your PNW Sanitary customer account.
- Log in to your account on our website.
- Enter the email address used at checkout and click Continue.
- Check your email for the six-digit verification code and enter it to access your account.
- Select the order you wish to return and click Request return.
- Choose the item(s) to return and select a return reason.
- Add an optional note for our team and click Request return to submit.
If you experience any issues accessing your account, please contact our support team at [email protected].
Return Packaging Guidelines
Stainless steel fittings and components are heavy and can be damaged if not packed correctly. To ensure your return is accepted, items must be packaged with the same level of protection used during shipment from our warehouse.
Items that arrive scratched, dented, or damaged due to inadequate packaging may not be eligible for a refund.
Refund Timeline
Once your return is delivered and inspected at our Olympia facility, refunds are typically processed within one business day back to the original payment method. You will receive an email confirmation when the refund is issued.
If Your Order Arrived Damaged or Missing Items
If your shipment arrived damaged or with missing products, please notify the delivery driver immediately and contact our support team within three business days.
Please include:
- Your order number
- Your name and email address
- Photos of the damaged packaging and products
Claims submitted after three business days may not be eligible for replacement.
If You Received the Incorrect Product
If we shipped the incorrect item, please contact us promptly with your order number and a photo of the incorrect product. We will:
- Provide a prepaid return label
- Resend the correct item at no additional cost
Product Compatibility Notice
The customer is responsible for verifying product compatibility before checkout. Shipping charges cannot be refunded for orders placed with mismatched or incompatible items.
Need Assistance?
If you need help initiating a return or have questions about eligibility, please contact our support team.