Return & Exchange Policy
Below are our guidelines for returns and exchanges. These guidelines are meant to be used as a tool for guiding our customer service team in the return process. All returns, exchanges, and damage claims must take place within 30 days of receiving the product.
Stock items:
Stock items are any item NOT listed on our site or by our sales team as a custom product or Non-stock item. This category makes up the majority of ESP's product lines. Stock items are eligible for returns or exchanges upon request and are subject to a 20% restocking fee. All orders require an RMA number to be received back. All shipping costs are the responsibility of the buyer. Products that are returned used or damaged will not be refunded.
Free Shipping Items:
Items shipped with free shipping are subject to an additional restocking fee equal to the shipping cost of the order. This cost will be deducted from the overall refund. Refunds will be issued once the product is received back in good condition.
Custom Orders and Non-Stock Items:
ESP Stocks thousands of products on its shelves; however, many customers request specialty products or quantities beyond our normal inventory quantities. These orders are treated as custom and will not be eligible for returns or exchanges. This will be noted as a custom or Non-stock item on the invoice, online, or verbally by a sales associate when placing the order.
Damaged Product:
At ESP, we pride ourselves on our product quality and high standards in shipping and packaging. We understand however that things get damaged in transit and we work with you to make sure you get the items you need to keep on working. When your package arrives, inspect it immediately for damage. Occasionally the box will appear in good condition but the product will not, so please take the time to open your package before heading to your job.
When a product arrives damaged it is important to document it. Please send pictures of the damaged product to [email protected] to expedite your replacement. Only discard damaged products after you have received written authorization to do so. Even seriously damaged products may be requested to be returned for insurance purposes.
Items Damaged on Return:
We take the time to package our items carefully and we expect you to do the same on your return orders. We recommend taking pictures of the product before you package it as well as your package itself. If an item returns damaged or appears used and there is no documentation showing that it occurred during shipping no refund will be issued. If proper documentation has been taken, a claim can be filed by the customer to the shipping company to be refunded for the cost of the product. At that time, no refund will be issued by ESP because the value of the product will be reimbursed by the shipping company.