Returns Policy

How do I return an item?

If you are not satisfied with your purchase, you may return any unused and unopened item for a refund* (not including shipping costs). Please keep all original packaging; items not in their original condition are not returnable.

*The following may not be returned for a refund: Furniture once installed or assembled food & beverages, medicines and products drop-shipped directly from the manufacturer.

To return an item, contact us by email: [email protected] or by phone 718-732-3888.

Include the following information:

1. Your order number (XXXXX).
2. The item number of the products you wish to return.
3. How many of each product you wish to return.
4. The reason for the return. For example: Is the item defective or damaged? Was the wrong item shipped?
5. The condition of the item: opened or unopened.

1. General Returns

If you are not satisfied with your purchase, you may return any unused and unopened item for a refund* (excluding shipping costs) within 30 days of purchase. Items must be returned in their original packaging and in resalable condition. Items not meeting these requirements are not eligible for return or refund.

2. Damaged or Defective Items

If an item is damaged or defective, you must notify PlexSupply within 1–3 business days of delivery and provide photographic evidence.

• PlexSupply will provide a Return Authorization (RA) number and detailed return instructions.
• Returns must strictly follow the instructions provided. Failure to comply may delay or void the refund.
• PlexSupply is not responsible for any damage, injury, or loss resulting from moving or handling the item within the customer’s premises.

3. Customer Responsibilities

• Items must be made accessible to the carrier as instructed. If a carrier requires a ground-level location or other specific conditions, the customer must cooperate.
• Customers may not require PlexSupply employees or contractors to enter their premises or perform lifting/moving beyond the carrier’s agreed-upon procedures.
• PlexSupply assumes no liability for storage, inconvenience, or other costs arising from the customer’s refusal or inability to make the item accessible for pickup.

4. Refund Processing

• Refunds are issued only after the carrier confirms receipt of the item at our warehouse and the item meets return conditions.
• Any loss, damage, or delay during transit is the responsibility of the customer unless shipped according to PlexSupply-provided instructions and insured.

5. Non-Returnable Items

• Furniture once installed or assembled
• Food & beverages, medicines, and safety products
• Items returned without proper RA number, packaging, or in damaged condition
• Items for which serial numbers cannot be verified or which are already registered

All items have registered serial numbers, and returns will be verified against our records. Items failing serial number verification are not eligible for return or refund.

6. Manufacturer Returns

Returns after 30 days must be made directly to the manufacturer. Warranty and return policies vary by product; customers should consult the manufacturer’s warranty.

7. Limitation of Liability

By initiating a return, the customer agrees to cooperate with PlexSupply and our designated carrier. PlexSupply will not be liable for any personal injury, property damage, storage fees, or other claims arising from the return process, including delays caused by the customer’s refusal or inability to follow return instructions.