At Fire Safety Pro Store, we stand behind the quality of our fire hydrants, valves, and safety equipment. We understand that professional installations require reliable components, which is why we offer a straightforward returns process for our municipal, utility, and distributor customers.

Eligibility for Returns

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all packaging and documentation
  • Return must be initiated within 15 days of delivery
  • Original proof of purchase must be provided

Non-Returnable Items

Due to safety and hygiene requirements, the following products cannot be returned:

  • Repair Kits & Parts (opened packages)
  • Valve Repair Kits (opened packages)
  • Custom-configured AWWA Valves
  • Any products showing signs of installation or use

Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information (or use our template below):

Subject: Return Request – Order #[Your Order Number] Dear Fire Safety Pro Store, I would like to request a return/exchange for the following item(s) from order #[Your Order Number]: Product Name: [Product Name] SKU/Part Number: [If available] Quantity: [Number] Reason for Return: [Please specify – wrong item, defective, etc.] Please advise on the return shipping process. Best regards, [Your Full Name] [Your Organization Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, you’ll receive:

  • Return authorization number (RMA)
  • Return shipping instructions
  • Prepaid return label for defective items

Step 3: Package and Ship

Securely package the items with all original materials. Include a copy of your invoice and write the RMA number clearly on the outside of the box.

Step 4: Refund Processing

Upon receipt and inspection of returned items (typically 3-5 business days after arrival):

  • Refund Method: Original payment method (credit card/PayPal)
  • Processing Time: 3-5 business days after approval
  • Deductions: Return shipping costs (unless item was defective or incorrect)

Exchange Process

For exchanges of the same value:

  1. Follow the standard return process above
  2. Indicate “Exchange” in your request and specify the replacement item
  3. We’ll ship the replacement once the return is received

For exchanges of higher value, you’ll be invoiced for the difference after return processing.

Damaged or Defective Items

If you receive damaged or defective fire safety equipment:

  • Notify us within 48 hours of delivery
  • Provide photos of the damage/defect
  • We’ll arrange expedited replacement at no cost

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will exclude original shipping charges

Professional Support

Our technical team is available to troubleshoot any product concerns before initiating a return. Contact us at [email protected] for professional product support.