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Returns and Cancellations Policy

General Returns

DirectSinks.com has a No Hassle Return Policy in place. If you are not satisfied with any of our products within the first 30 days of receiving them, contact us! As long as the product meets the qualifications below, we can initiate your return for a refund. 

Qualifications for general returns:

  • Must be in resellable condition
  • Must not have been installed
  • Must be free from scratches and/or defects
  • Must have the original manufacturer's box and packaging
  • Must not have any writing on the original packaging.
  • Must not be missing pieces
  • Must not be clearance/liquidations/closeouts
  • Must not be appliance, furniture or LTL shipped item

Restocking Fees:

 In most cases, restocking fees may not apply.  However items shipped internationally, or by LTL truck are subject to restocking fees. 

No returns are accepted without an RGA number. Please contact us at [email protected], LiveChat or call us (855) 827-3700 for your RGA number and return instructions. No returns or refunds will be issued after 30 days.

 

Do I have to pay for shipping on my return?

Buyers are responsible for the cost of return shipping. This charge varies depending on your location and the receiving warehouse. Not all warehouses accept certain brands and we will always choose the closest distribution center to our customer. It is at your discretion to select the shipping carrier of your preference, as long as the return is received within 30 days of requesting the return. DirectSinks can provide a return shipping label if you prefer, and the cost of the return label will then be deducted from your refund. Shipments transported via freight LTL may incur significantly higher shipping charges. Please contact [email protected] for more information.

Defective Returns

You may initiate a return for defective item(s) within 45 days of receipt for a full refund.  Once a return has been set up and returned to our warehouse, it will be inspected. If the return is deemed to be defective, a full refund will be applied to your account.
To qualify for a defective return, one of the following must apply:
  • Item has to have a defect that hinders its usability for the purpose for which it was designed and manufactured for.
  • Incorrect item was shipped to you

Please be prepared to send us a picture of the defect to help speed the return /exchange process along.

 

International Returns

Orders from Canada can be refunded within 30 days of delivery, but restocking fees and the cost of the return will be the buyers responsibility.  

European Orders are not returnable. Damages should be reported to your freight and parcel forwarding service. 

International orders not mentioned in this page are not refundable. 

CUSTOMER SUPPORT TEAM

Monday through Friday 8:30-5pm EST: (855) 827-3700
[email protected]

DirectSinks.com and all its Network affiliates and manufacturers are not responsible for any labor costs related to handling, installing or uninstalling items purchased.


My purchase was damaged in transit. What do I do?

 As always, please inspect all packages when you receive them. If the package is visibly damaged, we urge you to open and inspect the product.  If you find damage to your product please email us at "[email protected]". You 48 hours to claim damage. In the description, please give us as much detail as possible on the damages, if there is damage to the shipping box, as well as pictures of the damages/defects. Also include your order number, name, and date of purchase. DirectSinks.com may contact you if additional information is needed. In the mean time, please indicate if you'd like a replacement or a refund. After your return has been set up please hold the damaged material along with any damaged packaging for 30 days as the carrier may or may not want to pick up or inspect the shipment. If after 30 days you have not been contacted by DirectSinks.com or the Carrier, you are free to dispose of the damaged item/s as you see fit.  

 

When should I expect my refund?

We process your credit once we have confirmation that the item has arrived and been inspected by the warehouse. Please allow up to two weeks for credit to be issued. Credit will be issued to the payment method used on the original order.  

Additional FAQ

How do I cancel my order?

If your order has not already been shipped, you can cancel the order. You must contact DirectSinks as soon as you can to make sure that you submit your cancellation before the order is shipped. Once the order is shipped, it can no longer be cancelled. Contact DirectSinks via e-mail, telephone, or live chat to confirm your order cancellation. If your order is successfully cancelled, all funds will be returned within 48 hours.

 

How do I send you my return?

Do not ship returns without first receiving an RMA#. Once your return is approved, you will be provided an RMA#. DirectSinks will e-mail you a detailed set of instructions on how to return your shipment. Buyers are responsible for return shipping, meaning you can choose any carrier service that you prefer, as long as it arrives in time before your return expires. Most customers will choose UPS or Fedex to return their shipment. If you would like DirectSinks to provide you with a shipping label, this can be done and the cost of the label will be deducted from the refund.

 

What is an RMA and how long will it take to receive it after I complete my return form?

A Return Merchandise Authorization (RMA) is a code provided by the receiving warehouse. All returns must have a RMA listed on either the shipping label or the shipping box, this allows our warehouse to keep track of all incoming returns. This tracking allows us to provide returns to our customer in an efficient matter, and avoiding any lost returns.

 

When and why do I have to pay restocking fee?

Sometimes in special circumstances we can extend a return window, but at the cost of a restocking fee. These fees vary from brand to brand. 
We want to ensure you get the correct product the first time around. No one likes doing returns more than the person, you, buying the product... especially if it is large or heavy.   Let us know what we can do to help ensure you are buying the right product the first time. Seriously.. it is our passion! 

 

My purchase was lost in transit, what do I do?

If you haven't received your shipment and it seems to be lost in transit, you must contact DirectSinks as soon as possible. DirectSinks does not have a system in place to track all orders after shipment to ensure that they were delivered on time. After contacting Directsinks, we will provided you with more information and work on shipping a replacement. In the case of lost shipments, DirectSink is not required to expedite the replacing shipment. The replacement item will be shipped by the same means the original item was shipped. 

 

I received the wrong product, what do I do?

We pride ourselves in having an excellent record when it comes to fulfilling orders.  However, errors can happen.  We are after all human!  If you are shipped the wrong item, don't panic! We will work on getting you the correct item as soon as possible and we will also cover any return shipping if the error was on our end. Be sure to contact DirectSinks to report that you received the wrong product and we will provide further instructions. 

 

What is a PPL and when will I received it after I set up my return?

A pre-paid label (PPL) is a shipping label that can be affixed to the return shipment and dropped off at the corresponding shipping carrier with no extra cost. If using a PPL, all shipping fees are paid for. Customers will receive a PPL if they receive an incorrect or damaged item, or if the customer choose to receive a PPL in exchange for the cost being deducted from their refund.

 

How do call tags work?

A call tag is sometimes used by shipping carriers to pickup packages from a residence or business. Instead of a dropping off your return at a local shipping location, you can request a carrier to pickup the package from your address. You can set up and pay the carrier directly to schedule a pick up.  Or a DirectSinks representative can do it for you.  There is a $20 fee to request this service, which will be deducted from the refund.