SOSCLEANROOM | RETURNS & AUTHORIZATION
Returns, Clearly Explained.
Review return eligibility, important reporting deadlines, and shipping responsibilities before sending merchandise back. Every return requires an approved Return Merchandise Authorization (RMA).
At a glance
Important return deadlines
Different issues have different reporting requirements. These are the published SOSCleanroom policy timeframes; eligibility also depends on the product and return circumstances.
STANDARD RETURNS
30 days
From purchase for an eligible refund or credit; a 20% restocking fee may apply.
ORDER DISCREPANCIES
10 days
From purchase to report incorrect type or quantity without a restocking fee.
SHIPPING DAMAGE
7 days
Contact SOS within 7 days if your shipment arrives damaged.
ALL RETURNS
RMA first
Obtain return authorization before shipping merchandise back to SOS.
How to begin
Three steps to request a return
STEP 01
Review eligibility
Identify whether the issue is a standard return, order discrepancy, shipping damage, or a potential manufacturer defect.
STEP 02
Request an RMA
Use the RMA Request Form or contact SOS at 800-443-7101 before returning any items.
STEP 03
Follow return instructions
After authorization, follow the RMA instructions and applicable product-packaging and shipping requirements.
Standard returns
What qualifies for a refund or credit?
Merchandise purchased directly from SOS may be eligible for return under the following terms. Standard return eligibility differs from the separate policies for shipping damage and verified defects.
TIMEFRAME & SHIPPING
Within 30 days of purchase
- Eligible products may be returned for a refund or credit.
- A 20% restocking fee may apply.
- The customer is responsible for standard return shipping charges.
- After 30 days, returns are not accepted unless covered by the defective-product or shipping-damage provisions.
PRODUCT & PACKAGING CONDITIONS
Original packaging is required
- Eligible standard returns must be in their original packaging.
- Cleanroom products must be unopened, including both inner and outer bags.
- Non-stock and special-order items may not qualify.
- Custom made-to-order and bio-hazardous items are not returnable.
Important fee distinction
Refused deliveries are handled differently
Deliveries refused without SOS consent are subject to a 30% restocking fee, plus applicable shipping charges. This differs from the potential 20% fee for an eligible standard return. Contact SOS before refusing delivery or sending a shipment back.
Special circumstances
Incorrect orders, damage, and defects
ORDER DISCREPANCIES
Wrong item or quantity
- Report discrepancies in product type or quantity within 10 days of purchase to avoid a restocking fee.
- Report them within 30 days of purchase to remain eligible for a refund or credit.
- If SOS made the error, SOS covers return shipping.
SHIPPING DAMAGE
Shipment arrived damaged
- Contact SOS within 7 days to request an RMA.
- SOS covers return shipping and ships a replacement as soon as possible.
- No restocking fee applies to returns handled under the shipping-damage policy.
Published risk-of-loss term: risk transfers to the customer once an order leaves SOS's facility.
MANUFACTURER WARRANTY / DEFECTS
Defective products
- Notify SOS during the manufacturer's stated warranty period to request an RMA.
- SOS covers return shipping for verified defective products.
- Replacement or refund/credit is determined consistently with the manufacturer's documented findings; a manufacturer evaluation may be required first.
- Original packaging is not required for defective returns, and verified defective returns carry no restocking fee.
Return questions
Frequently asked questions
Can I send merchandise back without an RMA?
No. Return authorization is required before items are sent back. Use the RMA Request Form or call 800-443-7101.
Can I return an opened cleanroom consumable?
For a standard refund or credit, cleanroom products must be unopened, including the inner and outer packaging. Defective-product returns are subject to the separate manufacturer-warranty provisions above.
What restocking fee applies?
An eligible standard return may incur a 20% restocking fee. A delivery refused without SOS consent is subject to a 30% restocking fee plus applicable shipping charges. Verified defective and qualifying shipping-damage returns have no restocking fee under their respective policies.
Who pays for return shipping?
The customer pays return shipping for standard returns. SOS covers return shipping when SOS made an order error, for returns processed under its shipping-damage policy, and for verified defective products.
Are defective products limited to the normal 30-day return period?
Defective products are reviewed under the manufacturer's warranty period and the defective-product terms above. Notify SOS within the manufacturer's stated warranty period to obtain an RMA.
Important legal terms
Warranty disclaimer, limitation of liability & indemnification
Buyer acknowledges that SOS is not the manufacturer of the goods sold. All implied warranties, including merchantability and fitness for a particular purpose, are disclaimed to the fullest extent permitted by law. In no event shall SOS be liable for indirect, special, or consequential damages, including lost profits, arising from any order.
By accepting delivery, Buyer agrees to indemnify and hold SOS harmless from and against all claims, liabilities, losses, actions, costs, penalties, fines, damages, and expenses (including reasonable attorneys’ fees and court costs) arising out of or related to the use, handling, or resale of the products.
Ready to get started?
Request authorization before returning merchandise.
Have your order information, item identification, quantity, and a description of the issue available when contacting our customer service team.
Phone: 800-443-7101 | Email: sales@sossupply.com
Related resources: Shipping Costs & Times • Order Tracking • Shipping Restrictions