Returning or Exchanging Items
CPO wants you to be happy with your purchase, that’s why we offer a 100% satisfaction guarantee allowing you to return or exchange new items within 30 days of purchase and reconditioned, open box and certified items within 60 days of purchase.
Easy Returns or Exchanges with CPO
To return an item, just follow these easy steps:
Step #1: Call our Customer Care team at 1-866-577-3012 to request an Return Merchandise Authorization (RMA)
Step #2: Place a copy of your packing slip in the box and write your RMA number on the invoice.
Step #3: Insure the package for your protection and return to:
900 Raco Drive
Lawrenceville, GA 30046.
Only part of the tool needs to be replaced, do I need to send the entire item back?
Yes, to process your return properly, we need to have the complete item returned. For example, if your cordless drill driver’s battery is not charging we’ll need the drill driver, charger, battery, and case returned.
My tool arrived with a missing part, can you get that for me?
Often times the answer is yes. Please call our Customer Care team at 1-800-557-7989 and verify if the part can be ordered and sent directly to you.
How are refunds issued?
Refunds are issued via the method of original payment excluding wire transfers. Returns are processed within 48 hours of receipt in our building.
I paid for additional materials and installation costs for the item I purchased from CPO, will that money be refunded?
Unfortunately, we cannot reimburse customers for any costs associated with installations, additional materials, etc., when an item is returned or exchanged.
Important Information about Engine Powered Equipment (Gas and Oil):
Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. Once a product has been gassed or oiled, it needs to be taken to an authorized service center for any repair or technical assistance which many be covered under warranty. Gassed and oiled product cannot be returned to CPO for exchange, credit, or refund.
CPO is unable to arrange transportation of gassed or oiled items to or from an authorized service center. We are also unable to arrange for a technician to come to your location for service.
Cost associated with transportation to a service center, or repair work outside of what’s covered under warranty, is at the sole expense of the customer and will not be reimbursed by CPO.
Please retain all packaging materials until you are confident your item is in good working order. Should you need to return an item to CPO, all packaging materials including wood crates and large boxes must be included. If you have uncrated an item, you will be responsible for rebuilding that crate which might include the need to purchase and fasten new wood supports at your own expense.
Damaged Products -
Please inspect your delivery prior to signing the receipt from the carrier. Notes regarding possible damage should be written on the bill of lading prior to signing for any merchandise. If you sign for delivery without noting possible damage on the bill of lading, you will be responsible for filing a freight claim with the carrier and arranging for any repair or return of the damaged goods.
Suspect Damage -
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is easily handled.
If after inspection you do find actual damage, please contact CPO immediately by phone so we can assist with repairing or replacing your damaged item. Please note that engine powered equipment that has been gassed or oiled must be taken to a service center for assistance (additional information listed above).
Obvious Damage -
If you notice obvious damage, please do not sign for the delivery and follow these steps:
Refuse Delivery - do not sign for the delivery
Call Us Immediately - freight claims are time sensitive and must be completed immediately
Do Not Email - It is important that you call and speak with our Customer Care team; email should not be used to communicate a package that has been refused
Once we are notified of the damage, arrangements will be made to send a replacement.