Restocking Fee & Return Policy

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Restocking Fee & Return Policy
Version: V2
Effective Date: 1st April, 2026
Policy Owner: Taarun Bachhawat

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1. Purpose

This policy defines the standard terms, financial treatment, and operational controls governing product returns and restocking fees to ensure cost recovery, product integrity, audit compliance, and consistent cross-functional handling.

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2. Scope

This policy applies to all fire nozzles and related products sold by Hen Nozzles within the United States to distributors, dealers, OEMs, and direct customers.

Any executed written agreement with alternate commercial terms shall prevail over this policy.

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3. Return Eligibility

All returns require prior written approval and a valid RMA (Return Material Authorization) number.

Mandatory Conditions:

• Return request must be raised within 30 days from the date of delivery of goods

• Product must be in resalable condition and subject to inspection

• Original packaging and all components must be intact

• Final acceptance is subject to warehouse inspection and approval

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Unauthorized or non-compliant returns may be refused.

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4. Return Window & Usage Definition

• Standard return window: 30 days from the date of delivery of goods

• Returns beyond 30 days require prior approval from Management / VP – Business Operations

• “Unused” refers to products where water has not flowed through the nozzle, and there are no signs of installation or field use

• Any evidence of water flow, installation, testing, or operational usage will classify the product as “Used.”

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5. Restocking Fee Structure

Restocking fees are applied to recover inspection, handling, testing, repackaging, and administrative costs and will be calculated on the original net invoice value (excluding freight, duties, taxes, and insurance).

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Note: Freight, duties, taxes, and insurance are non-refundable.

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6. Application of Restocking Fees

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When Applied

• After RMA approval and physical inspection

• At the time of credit note or refund issuance

• On all approved non-defective returns

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When Not Applied

• Confirmed manufacturing defects

• Incorrect shipment by Hen Nozzles

• Warranty-covered failures

• Approved and documented management exceptions

Final fee determination will be based on usage evidence, packaging condition, product type (standard vs. customized), and resale feasibility.

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7. Special & Custom Orders

Custom-engineered, modified, or customer-specific products are strictly non-returnable, except in cases of:

• Manufacturing defects

• Incorrect shipment

• Validated quality or compliance issues

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Any exception requires prior written approval from the VP – Business Operations.

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8. Inspection & Credit Process

• All returns are subject to mandatory inspection upon receipt

• The RMA record and inspection report will serve as primary documentation

• Credit note or refund will be issued only after inspection clearance

• Credit will be calculated on the original purchase value less applicable restocking fees

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9. Cross-Functional Coordination & RMA Classification (Mandatory)

The following teams must be informed during return processing:

• Customer Support: Customer communication and RMA coordination

• Operations & Warehouse: Inspection, inventory handling, RMA creation, and classification selection in MRPE

• Finance & Accounts: Credit note issuance, revenue adjustment, and reconciliation

• Compliance/Audit: Documentation validation (where applicable)

• Sales/RSM: Customer alignment and commercial coordination

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Standardized RMA Classification Requirement (MRPE)

To ensure consistency, audit compliance, and accurate root-cause analysis, all RMAs must include a mandatory selection of standardized reason codes in the “Classification” field within MRPE at the time of RMA creation.

All teams must use uniform terminology across communication, documentation, inspection reports, and financial processing.

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A. Return Reason Terms (For Return RMAs)

 

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Implementation Note:

• Customer Support is responsible for confirming the category of return or replacement

• Warehouse team members are responsible for selecting the correct classification during RMA initiation in MRPE.

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• Operations, Finance, and Compliance must reference the same classification for inspection, credit processing, reporting, and audit documentation.

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10. Policy Control & Exceptions

Hen Nozzles reserves the right to deny non-compliant, late, or non-resalable returns and apply restocking fees based on inspection findings.

Any exception to this policy requires prior written approval from the VP – Business Operations.