Returns and Cancellations
We want our customers to get the perfect product for the project and be happy with the result. We realize that occasionally you may receive something that turns out not to be exactly what you needed or wanted, so if a product needs to be returned we make it easy.
Any item (non-special order) can be returned within 60 days of receipt of the product. A 25% restocking fee will be charged. No returns will be accepted more than 60 days after product has been received. Initial shipping charges are not refundable and customer is responsible for any return shipping charges unless otherwise noted. All products must be returned in 'AS NEW' condition - the way it was received, in its original packaging and in 100% resalable condition. Please call 800-638-8875, option 2 for any questions and to complete the Return Goods Authorization Process (RGA). Any item returned without a pre-authorized RGA number will not be credited. Installed products cannot be returned for credit (unless product is defective). Special order items are not returnable unless product is defective (please see special order policy below).
Returns are inspected at our warehouse upon receipt; if the item is determined to have been installed or used in any way (except in case of defect), credit will not be given and the product can be returned to you at your cost. Refund for any returned merchandise is processed after inspection and within 30 days of receipt of the returned merchandise. Special order returns will only be credited if the item is deemed to be defective upon return.
Customers assume responsibility if damaged merchandise is signed for at the time of delivery. All shipments must be inspected at the time of delivery; if you suspect damage, please note 'damaged' with your signature or refuse the entire delivery and call us immediately at 800-638-8875, option 2.
If a customer signs for a common carrier delivery and does not note any damage, then it is the customer's responsibility to file a claim with the freight company to recoup the damages. If concealed damages are reported within 48 hours for UPS or FED-EX deliveries, we can file a claim on behalf of the customer and work to resolve it.
To return any product, you must obtain a Return Goods Authorization (RGA). To obtain an RGA and shipping instructions, please call our customer service department at: 800-638-8875, option 2. Requests for returns are generally processed within 2-4 days and you will receive shipping instructions along with your RGA in your email. Once a RGA number is issued, the returned product needs to be returned within 60 days.
Please note: items returned without an RGA will not be credited. When returning products, be sure to use UPS or other courier service that can provide you with a tracking number for your return. Ferguson.com will not be held responsible for returns that are lost in transit and/or do not have proper tracking information.
For specific questions regarding our RGA process please see our Return Process Frequently Asked Questions section or call for more information 800-638-8875, option 2.
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Typically, most orders are shipped the same day they are received. Our customer service desk can inform you of the status of your order and advise you whether or not the order can be cancelled for a full refund. Once an item is shipped the terms of our Returns policy will take effect.
Oftentimes we are able to order products for our customers that are hard to find elsewhere and are not supported by our regular inventory, these orders are considered custom or special orders. Special order items are not shown on the website and can only be ordered over the phone with a representative. You will be notified prior to placing the order that the item is special order and is non-returnable unless defective. If you decide you no longer want the item you may be able to cancel the order if it has not been completed. Please contact customer service at 800-638-8875, option 2 to determine whether a special order can be cancelled.