Returns & Exchanges
Returns and Exchanges Policy
Return Merchandise Authorization (RMA) Form:
In order to complete a return you must contact NWIM at (360) 256-0923 or Email our Customer Care Service Team to obtain a Return Merchandise Authorization (RMA) number. We have provided an RMA Form in every shipment to make returns easy and convenient for our valuable customers. Below is a link to our RMA form for your convenience.
No Restocking Fee for 30 Days: Create a return within 30 days of receiving any product and pay no restocking fee. Between 31 and 60 days of receipt, returns are subject to a 20% restocking fee. Products may only be returned up to 60 days from the date of purchase.
Ordered the Wrong Products: Please use the RMA Form to create and print your RMA form. If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. You can also call or email our Customer Service Team to set up the return for you. The product(s) must be returned in new and unused condition in the original packing. The RMA form must be included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There will be no restocking fee if you exchange the item by placing a new order or if you return the item within 30 days of receipt. After 30 days a restocking fee will be applied.
Received Defective Products: NWIM must be notified of defective products within 14 days of receipt. Please use the RMA form link to create an RMA form. You can also call or email our Customer Service Team to set up the return for you. Return the defective product immediately in the same box it was received in with the original packaging (be sure to include all pages of the RMA). For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when We receive your return). If you do not place a new order, we will ship you new items after we receive your return. NWIM will pay the shipping cost associated with the replacement. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.
Replacing Items Under Manufacturer Warranty: NWIM honors all manufacturer warranties for our products. If you are experiencing an issue with a product purchased through NWIM that is still cover by a valid manufacturer's warranty, please contact a Customer Service Representative. NWIM will advise you of the next steps for getting your replacement as fast as possible. In some cases this will require you to troubleshoot the issue with the manufacturer directly to obtain a case or claim number. Because of the nature of warranty claims, this process can sometimes take several business days. We will do everything we can to minimize the wait and resolve your issues.
In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange; samples include boilers and water heaters. Warranty policies for such items typically cover parts only and labor costs are rarely covered. Most manufacturer warranties will allow for replacement only. Items are generally not eligible to return for credit. Customers are responsible for the shipping cost to send the warranty item back to us and NWIM will pay the shipping costs to send out the replacement.
Received a Damaged Package: If a damaged package is received, please contact us immediately. Please use the RMA form link to print and create an RMA. You can also call or email our Customer Care Service Team to set up the return for you. For fastest replacement, We can place a new order for the replacement items and ship them out to your as soon as possible (you will be credited for the full amount of the original order when We receive your return). If you do not place a new order, We will ship your replacement items after We receive your return. All returned products must be unused and in the original packaging. The RMA form must be included in the box. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.
Received Incorrect Products (Not what You ordered): It is rare that NWIM sends out the wrong products, as We double check every order. However, if you receive an incorrect product, you must notify NWIM within 5 days of delivery by using our RMA form to create and print your RMA form. You can also call our Customer Care Service Team to set up the return for you. For fastest replacement, We can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when We receive your return). If you do not place a new order, We will ship your replacement items after We receive your return. All products must be returned in new and unused condition in the original packaging. The RMA form must be included in the box. There will be no restocking fee for the first 30 days. After 30 days, a restocking fee will be applied to the return.
Garage Sale items: See Page "Garage Sale Items"
All Other Returns: All returns that do not fit into one of these categories are eligible for return within 60 days of receipt of the product. There will be no restocking fee if your return is set up within 30 days of receiving the product. After 30 days, a restocking fee will be applied to the return. Please use our RMA form for all returns. You can also call Our Customer Care Service Team to set up the return for you. All items must be returned in their original packaging and your RMA form must be included in the box.
Changing Your Order Before It Has Shipped: We are able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At NWIM, We work hard to ship orders as quickly as possible and your order could ship within a few hours of being placed. Unfortunately, We are unable to make any changes to an order once it has left our facility.
Cancellations: NWIM must be notified of all cancellations by phone. Orders can only be cancelled before they have shipped. If you wish to cancel an order that has already shipped, you will need to set up your return and send the material back with an RMA form. You can set up your return and create your RMA form by using our link or by calling our Customer Care Service Team. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.
Return Procedure:
Use our RMA form to create a Return Materials Authorization (RMA) or call customer service at (360) 256-0923 to set up an RMA over the phone.
- Your RMA MUST be included in the return package.
- Pack the item(s) securely in the original product packaging
- Include all paperwork, parts, and accessories
- All returned items must be brand new, unused and in their original packaging
- Do not write on or place shipping labels directly on manufacturer packaging
- Returned items will be inspected upon arrival
- Send the return package to the address listed on your RMA
The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
You can expect a refund in the same form of payment originally used for the purchase within 5-10 business days of our receipt of the returned items
*Please call our Customer Care Service Team with any further questions you may have at (360) 256-0923 during our normal business hours or through our email contact at the bottom of every page on our online store. Thank you for your business!