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Returning an Online Purchase

If you are not completely satisfied with your online purchase for any reason, please return the item for a full refund. Some exceptions apply (please see below).

For your convenience, your online purchase can be returned by mail or at any Russell Hendrix location within 30 days of your order date. Merchandise being returned must be unused and in the original packaging. Refunds will be credited to the original purchasing credit card account number.

Return by Mail:

Please email us at customerservice@russellhendrix.com. Include your name, order#, item(s) to be returned, and the reason.

You will receive a Return Authorization # in 1-2 business days with shipping instructions.

Returns are shipped to:

Russell Hendrix 3011 Highway #29 N
Brockville, ON
K6V 5V2

OR

Hendrix
11935-145 Street NW
Edmonton, AB
T5L 2H4

Customers are responsible for return shipping charges with the courier of their choice. If the returned shipment is lost or damaged it is the customers’ responsibility to file a claim.

We will notify you via email once the return has been processed and the credit has been applied to the original purchasing credit card account number.

Return to any Russell Hendrix store:

Your original receipt must accompany your returned items(s) to process your refund.

Defective Item(s):

Please email us at customerservice@russellhendrix.com within 30 days of your order date. Include your name, order#, defective item, a brief explanation of the defect and whether you would prefer a refund or a replacement. Russell Hendrix will send you a Return Authorization # and a prepaid UPS return label (for returns up to 70 lbs.). You will have the option of bringing the return to a UPS drop-off location or calling UPS @ 1-800-PICK-UPS (1-800-742-5877) to schedule a pick up.

Incorrect Item(s):

Please email us immediately at customerservice@russellhendrix.com if you received the incorrect item(s). Please include your name, order# and details about the incorrect item(s) shipped to you. Russell Hendrix will send you a Return Authorization # and a prepaid UPS return label (for returns up to 70 lbs.). You will have the option of bringing the return to a UPS drop-off location or calling UPS @ 1-800-PICK-UPS (1-800-742-5877) to schedule a pick up. Upon receipt of the returned items Russell Hendrix will arrange to have the correct item(s) shipped.

Returns Exceeding 70 lbs.:

Oversized or heavy items that need to be returned may require being placed on a wooden pallet. Common carriers (freight trucks) may be used for pick-up.

Return Policy Exceptions:

Non-returnable items include: major equipment, clear-out items, special-order items (non-stock items), any item that is gas powered or contains flammable liquids, any equipment that is missing the serial#, items not in their original packaging and items not in their original condition.

ANY ITEM RETURNED WITHOUT A RETURN AUTHORIZATION NUMBER WILL BE REFUSED AND RETURNED TO THE CUSTOMER AT THE CUSTOMERS’ EXPENSE.

Goods Damaged in Transit

Do not accept shipments that are noticeably damaged upon arrival. If you discover any damage due to shipping contact Russell Hendrix immediately at customerservice@russellhendrix.com. Please include your name, order#, details of the damage and if possible pictures. Do not discard of any damaged material. Retain the shipping carton, inner packaging and courier shipping label. Russell Hendrix will file a claim with the courier.

Missing Item(s)

Please contact us immediately at customerservice@russellhendrix.com if any items are missing from your order. Please include your name, order# and what item(s) are missing. Once confirmed we will immediately arrange to have the missing item sent.

Customer Service Toll free number 1-844-656-0303, Monday-Friday 9:00AM-5:00PM EST

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