Moss Returns
Moss Returns Request
Have an item to return? Please read the steps below carefully and completely.
- Please fill out the form completely so we can obtain the right information from you. Our goal is a fast and expedited return process, so please be patient with us.
- Once you fill out and submit the appropriate form below, you will get a ticket number. We will then follow up with your SCM number which is what you need to process your return to us.
- On your original invoice(s) is the address you should return your item to. In general, we will use the warehouse closest to you, but some items are handled by a specific group and as a result, need to be sent to a specific warehouse for inspection and processing.
- Please review the Returns Details section below the form to ensure you have a valid return.
- If you are returning a CORE, the CORE evaluation and refund process can take up to 30 days to complete, starting from the date Moss receives the used CORE.
Product Returns
For all Returns please fill out the form below, which can accommodate up to five (5) individual returns. If you have more than five (5) items to return, please use the Returns Template XLSX file to provide details there, and upload it as a part of your Return Request in the upload section provided.
For our Master Distributor, Distributor, and Dealer customers, it is recommended you use Returns Template XLSX, but you can input up to five (5 )products individually if preferred.
CORE Returns
If you are returning a core for credit, please make sure to review your core return item for any damage. Please review the CORE Return Details below.
With many core purchases, you will receive a sheet detailing any specifics to look out for.
Please make sure you input the original part number you purchased, and select "R200 - CORE" as your Reason for Return.
Return Details
You may return new, uninstalled products in resalable condition for a full refund (excluding shipping and handling charges) for up to 6 months from the date of invoice.
Returns over 6 months, but less than 12 months will be charged a 10% restocking fee to cover our processing costs, credit-on-account may be provided, usable on future Moss orders. We reserve the right to charge up to 20% when no invoice is supplied and/or there is substantial work involved to process your return back to stock.
Items over 12 months old are not returnable.
You must package the products carefully to avoid damage during return and include all original packaging to qualify for a full refund.
Refunds will not be issued for installed, damaged, incomplete, "Custom", "Special Order", or "Direct Ship" items. Electrical items that have been installed are not returnable.
If a return is due to our error, we will reimburse reasonable freight charges. We will not reimburse additional charges for shipping/packaging services or any expedited shipping fees.
Please send Returns to the address noted on your invoice.
Core Return Details
Exchange items are subject to a surcharge that is refunded when a rebuildable unit (core) is returned.
- Cores must be returned within 90 days of your purchase.
- Cores must be returned in the original box or carton supplied with the rebuilt unit.
- Cores must be clean, complete, assembled and rebuildable to receive a refund.
- Cores with broken mounting flanges will not receive a refund.
- Core refunds can take up to 30 days.
- You must pay all shipping charges for the return of the core, and these charges are not refundable.