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Return Policy Exceptions

Non-Returnable Items

The following items are non-returnable and we offer no refunds:

  • Not Applicable

Oversized Item Return Policy

The following items are non-returnable and we offer no refunds:

  • Not Applicable

Product-Specific Return Policies

Quench 770/775, Quench 800, and Quench 900 series (9XX)

  • Returns are valid only for Quench error or if the item was damaged in shipping;
  • Returns must be sent via trackable delivery method, with appropriate insurance.  Quench accepts no responsibility, regardless of value, for untrackable or uninsured items;
  • Quench will provide one free return-shipping label per order, even if that one order includes multiple items (if customer is returning more than one item from the same order, customer must initiate a return for each item that they wish to return, but will only receive a free shipping label on the first item, so all items to be returned should be shipped in the same box using the free label);

Damage and Defective Returns

If the return is a result of damage or defect, we will refund the full cost of the merchandise and shipping charges.  In the event of any such damage or defect, all details of the damage or defect need to be clearly noted on all copies of the [Bill of Lading] and [Delivery Receipt] upon your inspection during your delivery in order for us to assist you with a return or replacement.  In addition, we must to be notified within one (1) business day.

By signing for your delivery without noting the problem with your shipment on the delivery paperwork, you affirm your item was delivered to you with no damage or defect.

If your shipment is severely damaged, please refuse the shipment, note the [Bill of Lading] “refused due to damage” and contact Customer Service immediately.

If you do not have time for an inspection or the driver rushes you, YOU MUST WRITE “subject to inspection” next to your signature on the [Bill of Lading] and [Delivery Receipt].

Damage or Defects Found After Delivery and Inspection

If you inspect the shipment and there is not any noticeable damage, but you find concealed damage or defects after the carrier leaves:

  • DO NOT discard any of the shipping boxes or packing materials, including the pallet the item may have been delivered with.
  • DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and report on the damage.
  • DO NOT ship the item back to Quench without first being instructed to do so.  Failure to comply may result in denial of a damaged item claim per the shipping carrier’s claims guidelines.
  • Immediately contact Quench to report the situation.  Include helpful details, such as package condition, how it was received (left at front door / signed for), and description of the damage.  If possible, please take several pictures showing the affected area(s).  We will work to resolve the issue and, in our sole discretion, we may:
    • Arrange a repair or replacement if an item falls under a manufacturer’s warranty;
    • Arrange for and pay the cost for repair of an item that does not fall under a manufacturer’s warranty;
    • Issue a replacement; or
    • Authorize a return.

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