Returns & Refunds

Returns & Refunds Policy

Last Updated: July 2026

1. Return Window

Bergen County Supply accepts returns within 30 days of purchase for refund or exchange. The 30-day period starts from the delivery date shown in your tracking confirmation, not the order date.

Example: If you received your order on July 5, you have until August 4 to initiate a return.

2. Eligibility – Items That CAN Be Returned

Products are eligible for return if they meet all of the following conditions:

  • ✓ Purchased within the last 30 days (from delivery date)
  • ✓ Unused, unopened, and in original packaging
  • ✓ All original parts, accessories, and documentation included
  • ✓ Not on the "Non-Returnable Items" list (see Section 3)
  • ✓ No visible signs of customer mishandling or damage

B2B Note: Business customers (salons, barbershops) follow the same 30-day window and conditions.

3. Non-Returnable Items

The following items CANNOT be returned for refund:

  • Clearance or Final-Sale Items: Marked as "Final Sale" or "Clearance" at purchase
  • Custom or Special-Order Products: Custom-made or special-order items cannot be returned
  • Opened Beauty/Hygiene Products: For health, safety, and sanitation reasons, opened or used:
    • Shampoos, conditioners, lotions, serums, oils
    • Aftershave, cologne, fragrances
    • Waxes, gel products, styling products
    • Face masks, treatments, creams
    • Disinfectants or cleaning products (if opened/used)
  • Professional-Grade Products Once Used: If a professional tool (clipper, trimmer, shaver) shows signs of use, it cannot be returned
  • Products Damaged by Customer Mishandling: Damage from drops, misuse, or improper care
  • Gloves, Neck Strips, Towels (once opened): For sanitation reasons, these items cannot be returned once opened
  • Items Purchased More Than 30 Days Ago: Return window has expired
  • Items Without Original Packaging: Products must be in original, undamaged boxes/packaging

Note: If a product is defective (fails to function as originally described within the 30-day window), it may be exchanged or refunded even if the packaging is opened. See Section 6 for defective product claims.

4. Return Process

Step 1: Contact Us

Email bergencountysupply@gmail.com with:

  • Your order number (found in your order confirmation email)
  • Product name and SKU (if available)
  • Reason for return (e.g., "Wrong size," "Not as described," "Changed mind")
  • Photos (if applicable, especially for damage claims)

Response Time: We will respond within 2–3 business days with return instructions.

Step 2: Receive Return Authorization

We will email you:

  • A Return Authorization (RMA) number (include this on your return shipment)
  • A return shipping address
  • Shipping instructions (how to package the item)

Step 3: Ship the Item

  • Use the return address we provide
  • Include the RMA number on the outside of the box or on a packing slip inside
  • Insure the shipment (optional but recommended for high-value items)
  • Keep proof of shipment (tracking number)
  • Return Shipping Cost: Customer pays return shipping unless:
    • The item is defective (we cover return shipping)
    • We made an error (wrong item shipped, we cover return shipping)

Step 4: Item Inspection

Once we receive your return:

  1. We inspect the product for condition and eligibility (typically 1–3 business days)
  2. We verify the packaging is original and undamaged
  3. We confirm all parts are included
  4. We photograph the item as documentation

Step 5: Refund or Replacement

  • Approved Return: Refund is issued to your original payment method within 5–7 business days of receipt and inspection
  • Rejected Return: If the item doesn't meet return criteria, we will email you with an explanation. You may:
    • Accept a store credit (typically 110% of the original price)
    • Request the item be returned to you (you pay return shipping)
  • Replacement: If you prefer an exchange instead of a refund, we will ship the replacement once we receive and inspect the original item

5. Refund Details

Refund Amount

  • Approved Returnable Item: Full refund of product price
  • Minus: Return shipping cost (unless defective or our error)
  • Minus: Any restocking fees (for clearance items, typically 10–15%)
  • Original Shipping: Non-refundable
  • Sales Tax: Refunded if included in original purchase

Refund Exceptions

Clearance/Final-Sale Items: Often include a restocking fee (typically 10–15% of product price) due to their clearance status.

Discounted Items: Items purchased with a discount code or promotional pricing may be refunded at the discounted price, not the original MSRP.

6. Defective Products

If a product is defective (fails to function as described, has manufacturing defects, or breaks down within 30 days of normal use), you may return it for a full refund or replacement at no cost.

Defective Product Claims

  • Provide Evidence: Include photos or a description of the defect
  • Manufacturer Defects: Bent blades, broken switches, non-functional motors, missing parts, factory errors
  • NOT Considered Defects:
    • Normal wear from professional use
    • Damage from customer mishandling
    • Improper maintenance or care
    • Cosmetic imperfections (minor scratches, discoloration)
  • We Cover Return Shipping: For defective items, we provide a prepaid return label

Defective Product Timeline: Claims must be made within 30 days. After 30 days, defects fall under the original manufacturer's warranty (not our responsibility).

7. Special Cases

Items Received Damaged (Carrier Damage)

  • Do NOT refuse delivery—accept the package
  • Document the damage with photos (exterior box and contents)
  • File a carrier claim with USPS, UPS, or FedEx
  • Email us at bergencountysupply@gmail.com with order number and damage photos
  • We will coordinate with the carrier and replace or refund the item once the claim is processed (typically 2–4 weeks)

Wrong Item Shipped (Our Error)

  • Contact us immediately at bergencountysupply@gmail.com
  • We will ship the correct item at no cost
  • Return of wrong item: We will provide a prepaid return label
  • Express Replacement: If you need the item urgently, we can expedite the correct item's shipment

Item Not as Described

  • If a product doesn't match the description on our Website (different size, color, specs), you may return it within 30 days
  • Include photos and a description of the discrepancy when contacting us
  • We cover return shipping for items not matching the description

8. B2B (Business) Returns

Business customers (salons, barbershops, professional establishments) follow the same 30-day return policy with the following additions:

  • Bulk Orders: Returns of bulk orders (10+ units) may require manager approval and documentation
  • Net Terms: If you have net payment terms, returns are credited to your account (not refunded to a card)
  • Custom Orders: Special orders for professional equipment cannot be returned unless defective
  • Discounted Bulk Pricing: Clearance/bulk-discounted items follow the restocking fee rules above

Contact: For B2B return questions, email bergencountysupply@gmail.com with your account information.

9. Return Status & Tracking

  • Email Updates: You will receive email updates at each stage (receipt, inspection, refund approval)
  • Check Return Status: Reply to any of our emails or email bergencountysupply@gmail.com with your RMA number to check status

10. Refund Payment Method

  • Card or Digital Wallet: Refund appears on your original payment method within 5–7 business days
  • Timing: Bank processing times vary; some banks take 1–2 additional business days to credit your account
  • Disputed Refunds: If you believe a refund was not processed, contact your bank first, then email us with proof

11. Restocking Fees

Certain items may incur restocking fees when returned:

  • Clearance Items: 10–15% of the product price
  • Open-Box Items (if applicable): 15–20%
  • Bulk Orders (10+ units with bulk discounts): 5–10%

Restocking fees are deducted from your refund and applied to offset our costs of restocking and reselling the item.

12. Contact & Support

For return questions, RMA status, or defect claims:

Bergen County Supply
Email: bergencountysupply@gmail.com
Website: bergencountysupply.myshopify.com
Response Time: 2–3 business days for return inquiries

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Summary: We want you to be satisfied with your purchase. Our 30-day return window and defect protection reflect our commitment to quality. If you have any questions before purchasing, don't hesitate to reach out.