Express Parts Direct – Return & Refund Policy
30-Day Returns | Easy Return Authorization | Customer Support
At Express Parts Direct, we are committed to providing quality appliance replacement parts at competitive prices. We understand that occasionally a product may need to be returned, and we strive to make the return process clear and straightforward.
We offer a 30-day return policy on eligible products purchased directly from Express Parts Direct, subject to the conditions below.
1. 30-Day Return Policy
Customers may request a return within 30 calendar days of receiving their order.
To qualify for a standard return:
- The product must be unused, uninstalled, and in its original condition.
- The product must be free from scratches, damage, modifications, or signs of use.
- Original manufacturer packaging, labels, manuals, accessories, and included components must be present.
- The item must be in resalable condition.
- A Return Merchandise Authorization (RMA) must be issued before the product is returned.
Important: Products that have been installed, used, tested, or altered are not eligible for standard returns. Defective products are handled separately under Section 7.
2. How to Request a Return
To initiate a return, please contact our customer service team within 30 days of receiving your order.
Provide the following information:
- Order number
- Product name or part number
- Reason for return
- Photographs, if requested
After reviewing your request, we will issue an RMA number and provide return shipping instructions for eligible merchandise.
All authorized returns must be shipped within 30 days of the RMA approval date, unless otherwise specified.
Returns without prior authorization may be refused or delayed.
3. Return Shipping Address
Express Parts Direct fulfills orders through its own warehouse operations and a nationwide network of trusted distribution partners.
Because products may ship from different locations, return addresses may vary.
Please return merchandise only to the address provided with your approved RMA.
Do not return products to the original shipping address or any distributor warehouse without authorization.
Returns sent to an incorrect address may be rejected or experience significant processing delays.
4. Restocking Fee – 10%
A 10% restocking fee applies to eligible customer-initiated returns, including returns due to:
- Ordering an incorrect part
- Purchasing an item that is no longer needed
- Changing your mind
- Ordering the wrong quantity
- Other customer-related reasons
The restocking fee is calculated based on the purchase price of the returned merchandise, excluding applicable sales tax and shipping charges.
Restocking Fee Waiver for Replacement Orders
If you ordered the incorrect part and purchase the correct replacement part from Express Parts Direct, we will waive the 10% restocking fee on the eligible returned item.
To qualify:
- The original item must meet all standard return requirements.
- A new order for the correct replacement part must be placed with Express Parts Direct.
- Both order numbers must be provided to customer service.
- The return must be approved through our RMA process.
Original and return shipping charges remain subject to the terms of this policy.
No Restocking Fee for Our Errors
Restocking fees will not apply when a return is required because of:
- An incorrect item shipped by Express Parts Direct
- A verified defective product
- An item that arrived damaged
- Another confirmed fulfillment error on our part
5. Return Shipping Costs and Original Shipping Deductions
For standard customer-initiated returns:
- Customers are responsible for all return shipping charges.
- Express Parts Direct does not provide prepaid return labels for standard returns.
- Original shipping and handling charges are nonrefundable.
- For orders shipped with free or discounted shipping, the actual original outbound shipping cost incurred by Express Parts Direct may be deducted from the refund.
- The applicable 10% restocking fee will also be deducted unless the customer qualifies for a waiver.
- Customers must use a trackable shipping method, such as USPS, UPS, or FedEx.
- Customers are responsible for securely packaging merchandise and for loss or damage occurring during customer-arranged return transportation.
Any applicable shipping deductions will be communicated during the return authorization process.
Exception: If the return is caused by an incorrect shipment, verified defect, arrival damage, or another confirmed error by Express Parts Direct, we will cover reasonable authorized return shipping costs and will not deduct restocking fees or original shipping charges associated with the affected item.
All deductions and refund calculations remain subject to applicable law.
6. Items Not Eligible for Standard Returns
The following items are excluded from standard customer-initiated returns:
- Electrical and electronic parts, including control boards, switches, relays, sensors, and other electrical components
- Installed, used, or tested products
- Products damaged by the customer after delivery
- Items missing original packaging, components, or accessories
- Clearance and final-sale merchandise
- Scratch-and-dent items sold as final sale
- Special-order products specifically identified as nonreturnable before purchase
- Free promotional items returned separately
Electrical and electronic parts are not eligible for standard returns, even if they have not been installed.
However, defective, damaged, or incorrectly shipped electrical products may still qualify for assistance under Section 7.
Products fulfilled through our distribution network are not automatically considered special orders.
7. Defective, Damaged, or Incorrect Items
We stand behind the products we sell and make every effort to ensure customers receive the correct merchandise in excellent condition.
If you receive a defective, damaged, or incorrect product, please contact our customer service team promptly.
We recommend reporting visible shipping damage or missing items within 10 days of delivery to help us investigate and resolve the issue efficiently.
Please provide:
- Order number
- Product or part number
- Description of the problem
- Photos of the product and packaging, when applicable
- Appliance model number, if needed for compatibility or defect verification
After reviewing the claim, Express Parts Direct may offer an appropriate replacement, refund, or other resolution.
When a return is required because of a verified product defect, arrival damage, or an incorrect shipment, we will provide return instructions and cover reasonable authorized return shipping expenses.
Standard return restrictions, including the electrical-parts exclusion and restocking fee, do not prevent customers from seeking appropriate remedies for defective, damaged, or incorrectly supplied products.
8. Product Compatibility and Incorrect Part Selection
Customers are encouraged to verify their appliance model number and product compatibility before ordering.
If you accidentally order the wrong part, you may return it if it meets our standard return requirements.
If you purchase the correct replacement part from Express Parts Direct, the 10% restocking fee will be waived on the eligible original return.
Please contact our customer service team for assistance identifying the correct replacement part.
Electrical and other excluded items remain subject to their applicable return restrictions.
9. Return Packaging Requirements
All returned merchandise must be securely packaged to prevent damage during transportation.
Please ensure:
- The original manufacturer packaging is included.
- All factory labels, seals, manuals, and accessories are present.
- No writing, tape, or shipping labels are applied directly to manufacturer packaging.
- Products are placed inside an appropriate outer shipping box or protective packaging.
- The assigned RMA number is included as instructed.
Items that arrive damaged because of inadequate return packaging may be rejected or receive a reduced refund, where permitted by law.
10. Refund Processing
Once an authorized return is received at the designated return facility, our team will inspect the merchandise.
Inspection Time: Typically 2–5 business days after receipt.
Refund Processing: Approved refunds are generally initiated within 3–7 business days after inspection and approval.
Refunds are issued to the original payment method whenever possible.
Depending on your financial institution, it may take an additional 2–10 business days for the refund to appear in your account.
Eligible refunds include applicable sales tax adjustments and are reduced by any valid restocking fees or shipping deductions described in this policy.
11. Returns That Do Not Meet Our Requirements
Returns may be rejected if merchandise does not meet the conditions outlined in this policy.
If a return is denied, we will notify the customer and provide the reason.
Customers may arrange to have rejected merchandise shipped back at their expense, where practical.
Please contact customer service within 30 days of receiving the rejection notification to arrange return shipment.
Express Parts Direct is not responsible for unauthorized returns sent to an incorrect location.
12. Missing Items or Incomplete Shipments
Orders containing multiple products may ship in separate packages from different fulfillment locations.
If an item appears to be missing, please review your shipping confirmation and tracking information to determine whether the order was split into multiple shipments.
If an item is missing from a completed shipment, please contact customer service promptly with your order number and details.
We will investigate and provide an appropriate resolution.
13. Order Cancellations
Customers may request cancellation before an order enters the shipping or fulfillment process.
Once an order has entered fulfillment or has shipped, cancellation may no longer be possible.
If the order has already shipped, eligible products may be returned according to this policy.
If Express Parts Direct cannot fulfill an order within the applicable shipping timeframe, we will notify the customer and provide options consistent with applicable law, including cancellation and a full refund where required.
No restocking fee or shipping deduction applies to an unfulfilled order canceled because we cannot supply or ship the merchandise as required.
14. Contact Us
For returns, refunds, cancellations, or product-related questions, please contact:
Express Parts Direct
Website: https://expresspartsdirect.com
Customer Service: (703) 496-3600
Please include your order number when contacting customer service.
Last Updated: November 5, 2026