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Returns & RMA Process

This article explains the process for issuing Return Merchandise Authorizations (RMAs), determining return eligibility, and ensuring returned products are processed correctly. 

Returns & RMA Process

The RMA process helps us track returned products, determine eligibility for credit or repair, and ensure the correct handling of returned merchandise.

What This Means for Our Team Members

Products cannot be returned to Whip Mix without an RMA number issued by Customer Service.

The RMA process applies to several situations, including:

  • Product returns for credit
  • Warranty repairs
  • Product repairs
  • Product testing requests

The RMA number allows our team to track the return and make sure the product is handled correctly once it arrives.

 

What To Do

When a customer requests to return a product:

  1. Ask why the product is being returned.
  2. Confirm whether the product may qualify for return.
  3. Collect key product information, including the invoice number and any available batch or serial numbers.
  4. Contact Customer Service to request an RMA number.
  5. Provide the customer with the RMA instructions.

The customer must clearly write the RMA number on the outside of the return package.

This helps ensure the returned product is routed correctly once it arrives.

 

Important Things to Remember

Some products may qualify for credit if they meet the following conditions:

Standard merchandise

  • Must be less than 1 year from the original ship date
  • Must be current manufacture
  • Must be unopened and in original packaging

Chemical products (gypsum, resin, etc.)

Because these products have limited shelf life, they may only be returned if:

  • The original ship date is less than 3 months old
  • The product is unopened

Returned merchandise is subject to a 15% restocking fee ($10 minimum).

Return freight must be prepaid by the customer.

Credit is issued for the invoiced unit price only. Freight, tariffs, or other charges are not refunded.

Batch and/or serial numbers may be required when requesting an RMA.

Returned merchandise should include the invoice number and purchase date so the return can be processed correctly.

 

When to Escalate

Escalate the request if:

  • The product falls outside the return eligibility window
  • The product condition is unclear
  • The customer disputes the restocking fee
  • The return request involves unusual circumstances

Reference

For the full legal policy, see Whip Mix Terms & Conditions of Sale (Effective December 1, 2025).

For a quick overview of all sales policies, see Terms & Conditions of Sale (Effective 12/1/25).