Return / Refund / Exchange Policy
Note: This policy was agreed to at the time your order was placed.
We permit returns of Products purchased if (a) you have notified us, in writing, of your intent to return your Product(s) within thirty (30) days of delivery for our error or fourteen (14) days of delivery for your error; (b) the Products are un-used, in the same condition as received; and (c) you have followed the Return Procedures (as defined below). We are not obligated to allow a return of Products purchased after thirty (30) days of delivery for our error or fourteen (14) days of delivery for your error, or that are not in the same condition as received. The only exception to this is our one-year warranty, which is only valid if the item becomes defective within three hundred and sixty-five (365) days of the date received. Oral return notifications are not effective.
Please be sure to get a return merchandise authorization (herein “RMA”) before sending an item back for an exchange or refund by submitting a request through our portal - https://williamsautomation.com/return. A minimum of one (1) picture must be submitted with your return or exchange request, as well as any other information requested or required by Williams Automation.
Once we send you the RMA, you must follow these four (4) steps (herein the “Return Procedures”):
1. All items must be in the original condition as received.
2. Ship the return/exchange to the address provided below.
3. Provide a tracking number within two (2) days of the RMA being sent.
4. The products must be in the carrier's possession within three (3) days of the RMA being sent.
4. The RMA form must be included within the return package.
If these requirements are not followed correctly, your return/exchange will be rejected. If your return/exchange is rejected, and the package is still received by us, we will return the package to you at our expense. You will not receive a notification that your return was canceled. If the above instructions are not followed, your return will be automatically canceled.
Please do not send your Product(s) back to the manufacturer. To return your Product(s), you should mail your Product(s) to 137 Rolling Hills Road, Aiken SC 29803, unless otherwise instructed. Your return will be rejected and sent back to you at our expense if you ship to a different address.
Please be aware that we charge a 25% restocking fee, and you will be required to pay for shipping if the return is due to customer error. Except due to customer error, there are no charges for returns. Below are the return reasons that are defined as customer error and subject to a fourteen (14) day return window rather than the thirty (30) day return window for returns due to our error:
1. If you "Ordered Wrong Part "or the Product(s) are "No Longer Needed/Wanted," these will be attributed to your error in all cases.
2. If damage is made to the packaging of the shipment and not to the item itself, then the "Items Are Used/Damaged" will not be attributed to our error. Our error will only occur if damage is made to the item itself, or if it is not in the factory packaging as ordered. However, any invisible damage to the item will still be covered under our one-year warranty.
3. A due date must be provided to us before the order is placed for the "Arrived After Due Date" reason to be attributed to our error.
Please note that shipping charges are never refunded under any circumstances. We cover shipping charges for item(s) returned to us in accordance with these Terms. You will receive an account to ship on once your return is approved. Customers are required to ship through UPS Ground on Williams Automation’s account. We do not send shipping labels. If you ship and pay through your own account, we will not offer you a refund for shipping.
In order to receive an exchange, the original order will be processed as a return and then refunded. The Product(s) for the exchange will be placed as a new order. Since we require your Product(s) back before issuing a refund, we do this to save you time and so that you are out of the item you need for as little time as possible. Your new order will be subject to all of the terms and conditions outlined herein.
In order to receive a refund, we must receive the Product(s) in our possession. Once your return is received and inspected, which generally takes about five (5) business days, we will send you an email to notify you of the approval or rejection of your return. If approved, it generally takes about one (1) week to receive the refund to your account.
Your return will be rejected if the following conditions are met:
1. If we do not receive a tracking number within two business days from the day we send the RMA.
2. If the package is not in the shipping carrier's possession within three business days from the day we send the RMA.
3. If the Product(s) do not match or are not in the same condition as when received.
4. If any Product(s) are lost by the shipping carriers. You will be responsible for filing an insurance claim if your return shipment gets lost.
5. If the customer makes any shipping errors, causing the package to be lost or damaged.
6. If the RMA form is not in the shipping package.
7. If the return is not shipped to the address given above.
If you do not receive a refund confirmation email within five business days of the email notifying you that we received your return, please email us. Our email address you can write to for the above issues in receiving a refund is support@williamsautomation.com. We will resolve any issues on our end right away if your return is valid and meets all the conditions listed above. Failure to contact us regarding a missing refund after ninety (90) days of the receipt of your return, the refund will be canceled, and the Product(s) will be re-sent to you. We will not be liable or responsible for sending the refund to the wrong account, based on the information you have provided. If you have been approved for a refund and haven’t received a refund within ten (10) business days, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please email us.
Williams Automation reserves the right to refund amounts owing to you by either crediting the charge card used for payment, issuing you a credit in the amount spent by you, or permitting you to exchange the defective or incorrect Product for another. If we issue you a credit, this credit will expire after one (1) year from when it is received by you, has no monetary value outside of ordering additional Products on our Website, and cannot be transferred to another person or entity without our express written permission.
If you do not meet the requirements for a return under this Section, you can still contact us, and we will do our best to ensure that your customer service needs are addressed. For repeat customers, we make an exception to these terms in most cases. If you are not happy with your Products, please contact our customer service team, and we will provide you with options for resolving your issue(s). For all customer service enquiries, please email us at sales@williamsautomation.com.