Returns & Cancellation Policy

Last Updated September 9, 2025

We want you to be confident in every purchase you make with Sunnen Products. Please review the following guidelines for returns, exchanges, and cancellations.

1. General Return Policy

• RMA Required – All returns must have a Return Merchandise Authorization (RMA) number from our Customer Service team.
• Condition – Items must be in original packaging, unused, and in resalable condition. Credit will not be issued until parts are inspected and approved.
• Shipping – Unless otherwise authorized by a Customer Service Representative, customers are responsible for prepaid return shipping. Items without an RMA or prepaid freight will be returned at the sender’s expense.
• Eligibility – Only items purchased directly from Sunnen Products (online or offline) are eligible for return.

2. Standard Products

• Any consumable item that is 1–30 calendar days from Sale (Date of Shipment)
  • Exchange allowed with an offsetting order of equal value, OR
  • Return allowed with a 15% restocking fee
  • Oils and Coolants must be in unopened packaging and have a minimum of 18 months remaining on shelf life
• Any consumable item that is between 31 calendar days – 6 months from Sale (Date of Shipment)
  • Exchange allowed with an offsetting order of equal value and a 15% restocking fee
  • Without offsetting order → Nonreturnable.

• Machine Components & Repair Parts – Nonreturnable. Special circumstances will be considered and reviewed upon request. 

3. Special Products (Custom Orders)

• Order Cancellations
  • If production has not started and no material has been purchased → Order may be cancelled with no obligation.
  • If production has started or material purchased → Customer is responsible for costs incurred to date.
• Returns
  • Specials/Custom orders are not returnable.
  • Non-stock item returns must be reviewed and approved by Sunnen. Standard products return terms will apply. 

4. Quality-Related Returns

• All quality issues must be reported through the PAR (Product Action Request) system by contacting Sunnen’s Customer Service department.  
• If a replacement part is required before final disposition, the replacement will be invoiced. If the product is confirmed defective, credit will be issued. If no defect is found, the item will be returned at the customer’s expense.