Effective Date: April 27, 2026 — Last Updated: April 27, 2026
1. Policy Summary
Mill Supply Company stands behind the products we sell. We offer a straightforward return policy designed for the professional buyers, property managers, contractors, and maintenance teams who depend on us.
| Element | Policy |
|---|
| Standard return window | 30 days from invoice date |
| Extended return window (account holders) | 60 days from invoice date |
| Restocking fee | 20% (waived for defective, damaged, or our error) |
| Special order / non-stock items | Non-returnable (defective items covered under warranty) |
| Custom / made-to-order items | Non-returnable |
| Hazardous materials | Non-returnable |
| Clearance / final-sale items | Non-returnable |
| Damage or shortage reporting | Within 48 hours of delivery |
| RMA required | Yes — all returns require an RMA number |
| RMA validity | 14 days from issuance |
| Defective items (return shipping) | Mill Supply pays / prepaid label |
| Non-defective items (return shipping) | Customer pays |
| Refund method (account customers) | Account credit (credit memo) |
| Refund method (credit-card purchases) | Original payment method |
2. Eligibility & Timeframes
2.1 Tiered Return Windows
| Timeframe | Category | Handling |
|---|
| 0–48 hours | Shipping damage, shortage, or DOA | Full replacement at no charge; Mill Supply files freight claim |
| 0–30 days | Standard return (all customers) | Return or exchange; restocking fee may apply |
| 0–60 days | Extended return (account holders) | Return or exchange; restocking fee may apply |
| 0–48 hours | Appliances and large fixtures | Defects must be reported within 48 hours of delivery |
| 30–90 days | Defective items (non-account) | Manufacturer warranty process; Mill Supply assists |
| 60–90 days | Defective items (account holders) | Manufacturer warranty process; Mill Supply assists |
| 90+ days | All items | Customer directed to manufacturer for warranty service |
2.2 Who Is Eligible
- Account holders — Customers with an active Mill Supply account (Net-30 or Net-60 terms). Eligible for the 60-day return window and account credit.
- Non-account customers — Credit card or one-time purchasers. Eligible for the 30-day return window and refund to original payment method.
- Yardi PunchOut customers — Returns follow the same policy; credits flow back through the Yardi procurement system.
3. Return Conditions & Requirements
All returned items must meet the following conditions:
- Unused and uninstalled — Products that have been installed, connected, plumbed, wired, or otherwise put into service are not eligible for return. Defective items are excepted (see Section 9).
- Original packaging — Item must be in its original manufacturer packaging with all accessories, manuals, mounting hardware, and components included. Items missing original packaging are subject to an additional 10% packaging fee or may be refused.
- Proof of purchase — Original invoice, order number, PO number, or account lookup. We do not accept returns without proof of purchase.
- RMA number — All returns require an RMA number obtained from your account manager or customer service. Returns received without an RMA will be refused.
- Clean and undamaged — Items must be free of modifications, alterations, paint, adhesive, or jobsite damage.
3.1 Exceptions for Defective Items
Defective items (DOA, manufacturer defect, or shipping damage) are exempt from the “unused and uninstalled” requirement. However:
- The defect must be documented with photos or video.
- The item must be reported within the applicable timeframe.
- Installed items that fail must go through the warranty claim process (Section 9).
4. Restocking Fees
| Scenario | Fee |
|---|
| Standard return (within return window) | 20% |
| Special order / non-stock (if accepted — rare) | 25% minimum plus any manufacturer fees |
| Defective / DOA | None |
| Damaged in shipping | None |
| Mill Supply error (wrong item shipped) | None |
| Missing original packaging | Additional 10% packaging fee |
| Opened but unused (original packaging intact) | 20% (standard) |
5. Non-Returnable Items
The following items cannot be returned for any reason other than a verified manufacturer defect or shipping damage:
| Category | Reason |
|---|
| Custom / made-to-order products | Cannot be resold (custom cabinets, custom glass, custom doors, custom blinds and shades) |
| Special orders / non-stock items | Ordered specifically for the customer (see Section 6) |
| Cut-to-length materials | Cannot be resold in altered state |
| Hazardous materials | DOT and EPA shipping restrictions (chemicals, adhesives, solvents, caulk, aerosols, cleaning agents) |
| Clearance / final-sale items | Priced for liquidation; no margin for returns |
| Opened hygiene products | Toilet seats, showerheads, bidet attachments |
| Installed products | Products that have been plumbed, wired, or otherwise put into service (warranty process applies for defects) |
| Products without proof of purchase | Cannot verify the original transaction |
| Items damaged by customer | Misuse, abuse, improper installation, jobsite damage |
| Items older than the return window | Past 30 days (non-account) or 60 days (account) |
6. Special Order / Non-Stock (Extended Inventory) Items
Default policy: Non-returnable.
Special-order and non-stock items are sourced specifically for the customer from manufacturers or distribution partners. They are not carried in our regular inventory and often cannot be returned to the supplier.
6.1 Exceptions
A special-order return may be considered under these limited circumstances:
- Manufacturer accepts the return — We will contact the manufacturer on the customer’s behalf. If the manufacturer accepts, the customer pays:
- Our 25% restocking fee, plus
- Any manufacturer restocking or handling fees (typically 15–35%)
- Return shipping to the manufacturer’s facility
- Item is defective / DOA — Handled as a warranty claim (Section 9), not a standard return. No restocking fee.
- Mill Supply ordering error — If we ordered the wrong item, full credit at no charge.
6.2 Customer Acknowledgement
At the time of special-order placement, the customer acknowledges: “Special orders are non-returnable and non-refundable unless defective.”
7. Shipping & Freight on Returns
7.1 Who Pays?
| Scenario | Who Pays Return Shipping |
|---|
| Defective / manufacturer defect | Mill Supply (prepaid label or arranged pickup) |
| Damaged in shipping | Mill Supply (freight claim filed against carrier) |
| Wrong item shipped (our error) | Mill Supply (prepaid label or arranged pickup) |
| Customer ordered wrong item | Customer |
| Changed mind / no longer needed | Customer |
| Overstock return | Customer |
7.2 Return Shipping Methods
- Small parcel (UPS/FedEx) — Mill Supply provides a prepaid return label when we are responsible. Customer arranges their own return shipment when they are responsible.
- LTL freight (large items — cabinets, appliances, glass, toilets, doors) — Mill Supply arranges carrier pickup when we are responsible. When the customer is responsible, they may arrange their own freight or request that Mill Supply arrange it with freight charges deducted from their credit.
- Will-call / customer drop-off — Customers may return items to our warehouse during business hours. No shipping charges apply.
7.3 Return Shipping Deductions
When the customer is responsible for return shipping but requests Mill Supply to arrange it:
- The actual shipping cost is deducted from the refund or credit.
- The customer is quoted the shipping cost before the return is processed.
- The shipping cost is documented on the RMA and credit memo.
8. Damaged & Missing Items
8.1 Reporting Requirements
| Issue | Reporting Deadline | Documentation Required |
|---|
| Visible damage at delivery | At delivery — note on BOL / delivery receipt | Photos of outer packaging and product |
| Concealed damage (discovered after delivery) | 48 hours from delivery | Photos of outer packaging, product, and packing materials |
| Missing items / short shipment | 48 hours from delivery | Photo of packing slip and received items |
| Wrong item received | 48 hours from delivery | Photo of item received and packing slip |
8.2 Process
- At delivery: If damage is visible, note it on the Bill of Lading (BOL) before signing. If possible, refuse visibly damaged shipments — this simplifies the freight claim.
- Report immediately: Contact your account manager or customer service within 48 hours. Provide the order number, photos, and a description.
- Do not discard packaging: Retain all packaging materials until the claim is resolved. The carrier may need to inspect.
- Resolution: Mill Supply will ship a replacement or issue full credit. We file the freight claim with the carrier — the customer does not need to interact with the carrier.
- Timeline: Replacements ship within 1–2 business days of approval. Credits are issued within 5 business days.
8.3 LTL Freight Deliveries — Special Instructions
For freight deliveries (palletized shipments, cabinets, glass, appliances):
- Inspect before signing the BOL. Open cartons and check for damage while the driver is present.
- If damage is found, write “DAMAGED” on the BOL with a description and take photos.
- If you cannot fully inspect, write “SUBJECT TO INSPECTION” on the BOL.
- Signing a clean BOL without notation significantly complicates freight claims.
9. Manufacturer Defects & Warranty Claims
9.1 Defect Categories
| Category | Definition | Handling |
|---|
| DOA (Dead on Arrival) | Defective out of the box, before installation | Immediate replacement by Mill Supply; no fee |
| Damaged in Shipping | Physical damage from transit | Immediate replacement by Mill Supply; freight claim filed |
| Early Failure | Fails within 30/60-day return window after installation | Return or exchange by Mill Supply; manufacturer claim filed |
| Warranty Failure | Fails after the return window but within manufacturer warranty | Mill Supply assists with manufacturer warranty claim |
| Customer-Caused | Damage from misuse, abuse, or improper installation | Not covered; customer bears cost |
9.2 Within Return Window (0–30/60 Days)
Mill Supply handles directly:
- Customer contacts us with order number and photos or description of the defect.
- We issue an RMA and ship a replacement (or issue credit).
- We provide a prepaid return label or arrange pickup for the defective item.
- We file a vendor return or debit memo with the manufacturer for credit.
9.3 After Return Window, Within Manufacturer Warranty
Mill Supply assists with the manufacturer’s warranty process:
- Customer contacts us with order number, photos or description, and serial number.
- We verify the purchase and warranty coverage.
- Option A: We contact the manufacturer on the customer’s behalf, obtain a Vendor Return Authorization (VRA), and coordinate the return or replacement.
- Option B: We provide the customer with manufacturer warranty contact information, purchase documentation, and guidance on filing the claim directly.
- Most manufacturer warranties cover parts only, not labor. We will communicate this clearly to the customer.
9.4 After Manufacturer Warranty Expires
- Mill Supply has no obligation for products outside the manufacturer’s warranty period.
- We can assist the customer in finding replacement parts or suggest alternatives.
- No returns or credits are issued.
9.5 Field Destroy Authorization
For low-value items where return shipping exceeds the product value, the manufacturer may authorize a “field destroy”:
- Manufacturer issues field-destroy authorization.
- Customer photographs: (a) the product showing the defect, (b) the serial number, (c) the product physically destroyed.
- Photos are submitted to the manufacturer.
- Credit is issued without requiring physical return of the product.
10. Product Category-Specific Policies
10.1 Plumbing Fixtures (Faucets, Toilets, Sinks, Disposals)
- Standard 30/60-day return window.
- Uninstalled, original packaging, all parts and trim included.
- Porcelain and china (toilets, sinks): inspect at delivery; damage reported within 48 hours.
- Opened toilet seats and showerheads are non-returnable (hygiene).
- Installed fixtures: warranty claim process only.
- Disposal warranty varies by brand and series (1–10 years; see Manufacturer Warranty Quick Reference below).
10.2 Appliances
- Return window: 48 hours from delivery.
- Must be in new condition; once installed, only defects qualify.
- Contact us within 48 hours of delivery for any issue.
- Warranty covers parts only (not labor or full replacement) after 48 hours.
- Inspect at delivery; refuse or note damage on the BOL.
10.3 Lighting
- Standard 30/60-day return window.
- Original packaging, unused, all components included.
- Custom lighting is non-returnable.
- LED warranties vary by manufacturer (typically 3–5 years).
10.4 Cabinets & Vanities
- Stock cabinets: standard return window, original packaging required.
- Custom cabinets and countertops: non-returnable.
- Inspect at delivery; report damage within 48 hours with photos.
- 20% standard restocking; we inspect for damage before accepting return.
10.5 Glass Enclosures & Shower Doors
- Stock and standard sizes: standard return window, original packaging.
- Custom-sized glass and frameless glass: non-returnable (custom cut).
- Must inspect at delivery — glass damage is a freight claim.
- Original packaging mandatory; glass without original packaging is refused.
10.6 Window Coverings & Blinds
- Stock blinds and shades: standard return window.
- Custom blinds and shades: non-returnable.
- Custom sizing error by Mill Supply: remade at no charge.
- Custom sizing error by customer: customer pays for remake.
10.7 Doors
- Stock doors: standard return window.
- Custom doors and pre-hung or modified doors: non-returnable.
- Inspect at delivery; LTL freight claim within 48 hours.
10.8 Electrical Supplies
- Standard 30/60-day return window.
- Unused, original packaging, all components.
- Opened electrical items: accepted with inspection; may be refused if safety is compromised.
- Cut wire or cable: non-returnable.
10.9 Tools
- Standard 30/60-day return window.
- Unused, in original packaging.
- Power tools must be unfueled and in original sealed packaging.
- Engraved or altered tools: non-returnable.
- Manufacturer warranty applies (varies by brand).
10.10 Chemicals, Adhesives, Caulk & Cleaning Supplies
- Non-returnable as a general policy (hazardous materials).
- Defective or expired products may be accepted at Mill Supply’s discretion.
- Unopened or sealed products may be accepted on a case-by-case basis (inspect for leaks or damage).
- DOT regulations prohibit return shipment of most hazardous materials.
11. Refund & Credit Methods
11.1 By Customer Type
| Customer Type | Refund Method | Timeline |
|---|
| Account holders (Net-30 / Net-60) | Account credit (credit memo) | Applied within 5 business days of return receipt |
| Credit-card purchasers | Refund to original card | 5–10 business days after return receipt |
| Yardi PunchOut customers | Credit flows through Yardi procurement | Per Yardi processing schedule |
| Check / wire purchasers | Company check | 10–15 business days |
11.2 Credit Memo Details
For account holders, the credit memo:
- References the original invoice number and PO number.
- Shows the credited amount (original price minus any restocking fees and shipping deductions).
- Is applied against the customer’s outstanding balance.
- If no outstanding balance, carries forward as a credit on the account.
11.3 Credit-Card Refund Processing
- Refunds reference the original transaction.
- Transactions settled within 180 days are refunded through the payment gateway.
- Transactions older than 180 days require a new credit transaction.
- Partial refunds are supported (for restocking fee or shipping deductions).
- eCheck and ACH refunds take 7–10 business days.
12. RMA Process
12.1 Step-by-Step
- Customer contacts Mill Supply (phone, email, or website) with order number, items, reason, and photos if defective.
- Mill Supply validates return eligibility — checks return window, item category, and purchase history; calculates restocking fee and shipping responsibility.
- RMA number issued — unique tracking number tied to the original order, valid for 14 days from issuance. Customer receives RMA confirmation with instructions.
- Customer returns item(s) — RMA number written clearly on the outer box (not on the product). Shipped to Mill Supply warehouse or dropped off. If Mill Supply pays, a prepaid label is provided.
- Mill Supply receives and inspects — item condition verified, serial number checked, photos taken.
- Credit or refund issued — account credit memo or card refund processed; customer notified of credit amount.
12.2 RMA Expiration
- RMA numbers are valid for 14 days from issuance.
- After 14 days, the RMA expires and the customer must request a new one.
- An expired RMA does not change the return window — if the item is still within the return period, a new RMA can be issued.
12.3 How to Start a Return
Logged-in customers can request a return online from any eligible invoice in My Orders. You can also contact your account manager or customer service directly — see Section 14 below.
13. Dispute Resolution
If you disagree with a return decision or believe a fee was applied incorrectly, please contact customer service. We will review the dispute and respond within 1–3 business days. Unresolved disputes may be escalated to a sales manager or company officer.
B2B transactions are governed by UCC Article 2 and the terms of the customer’s account agreement. Mill Supply’s Terms and Conditions of Sale take precedence over any conflicting terms on a customer’s purchase order (UCC 2-207).
14. Contact Information
To start a return, dispute a return decision, or ask any question about this policy:
Mill Supply Co., Inc.
6210 Frankford Avenue
Baltimore, MD 21206
Phone: (410) 485-3343
Toll-Free (Orders): (800) 817-8183
Fax: (410) 325-2240
Email: sales@millsupplyco.com
15. Legal & Compliance
- UCC Article 2 — Implied Warranties. Products are warranted as fit for their ordinary purpose (UCC 2-314). Where a customer relies on our recommendation for a particular purpose, we warrant fitness for that purpose (UCC 2-315). Clearance and final-sale items are sold “AS IS” and disclaim implied warranties to the extent permitted by law.
- Hazardous materials. DOT 49 CFR governs the packaging, labeling, and shipment of hazardous materials. As a general matter we do not accept hazardous-materials returns by carrier; in-person drop-off may be permitted at our discretion.
- State disclosures. This policy is posted on our website, displayed during checkout, summarized on invoices and packing slips, and provided in account terms.
Appendix A: Manufacturer Warranty Quick Reference
| Manufacturer | Product Category | Consumer Warranty | Commercial Warranty | Covers Labor? | Claim Contact |
|---|
| Moen | Faucets / fixtures | Limited Lifetime | 5 years | No | B2B Connect portal |
| Delta | Faucets | Limited Lifetime | Limited Lifetime | No | 1-800-345-DELTA |
| Kohler | Fixtures (residential) | Limited Lifetime (faucets) | 1 year | No | Dealer / contractor |
| Kohler | Fixtures (commercial) | — | 1 year from install | No | Dealer / contractor |
| InSinkErator | Disposals (Standard) | 1–3 years | Same | Yes (in-home) | 1-800-845-8345 |
| InSinkErator | Disposals (Power) | 4–7 years | Same | Yes (in-home) | 1-800-845-8345 |
| InSinkErator | Disposals (Quiet) | 8–10 years | Same | Yes (in-home) | 1-800-845-8345 |
| American Standard | Chinaware | Lifetime | Lifetime | No | 1-800-442-1902 |
| American Standard | Mechanical parts | 5–10 years | 5–10 years | No | 1-800-442-1902 |
| American Standard | Seats / electronics | 1 year | 1 year | No | 1-800-442-1902 |
| TOTO | Electronic valves / faucets | 3 years | 3 years | Yes (auth. svc) | techsupport@toto.com |
Most manufacturer warranties cover parts only — they do not cover labor for removal, reinstallation, or service calls. Coverage varies by brand and product line; consult manufacturer documentation for unlisted brands.