Returns & Refunds Policy

Last updated: September 30, 2026

This policy governs returns, refunds, and cancellations for orders placed with XFMR Direct LLC. It should be read together with our Terms & Conditions and Shipping & Freight policy.

Our Quality Assurance Process

Every order goes through a pre-shipment inspection at the facility that ships it. Each unit is tested, photographed, and documented under its order number before it is packaged, giving us a verified record of the product’s condition and functionality at the moment of shipment. Because of the specialized nature of our products, this process directly shapes the limits of our return policy below.

Return Review and Non-Returnable Products

Return eligibility depends on the product, its configuration and its condition. Do not ship an item back without written Return Merchandise Authorization (RMA).

Installation, use, modification, damage or missing contents must be disclosed when requesting a return. If authorized, these returns are inspected and are subject to the additional condition-based charges below.

Custom and special-order transformers. Transformers built to customer specifications and special-order transformers may carry additional cancellation or restocking fees. Some special configurations are not eligible for return. Return eligibility and any additional fees are subject to review of the specific configuration and order terms; written authorization is required before shipment back to us.

Items sold as final sale, clearance, or as-is. These are identified at the time of purchase and are not returnable.

Return Eligibility — Standard Stock Items

For products not excluded above, a return may be considered only when all of the following are met:

The return request is made within 30 days of confirmed receipt.
The product must be returned in like-new condition with all original packaging and contents. Disclose any damage, installation, modification or missing materials before requesting authorization; approved returns with these issues incur the additional fees described below.
A Return Authorization (RA) has been issued by our team before the item is shipped back.

Any shipment returned without a valid RA on file will be refused and no credit will be issued. We do not make exceptions to the RA requirement.

How to Request a Return (RA)

Email [email protected] with your order number, the item(s), the reason for the return, and photos (especially for any damage). If approved, an RA and return instructions are emailed to you. Ship the item only after you receive the authorization.

Approved returns are sent to the return address provided in your RA authorization email (returns go to the fulfillment center that shipped your order). We strongly recommend an insured, trackable shipping method — we cannot be responsible for items lost or damaged in transit back to us, and a credit cannot be issued without confirmed receipt of the returned goods.

Restocking Fees, Condition Charges and Refunds

Restocking fee. All approved returns are subject to a minimum 15% restocking fee based on the returned merchandise value, including items returned in like-new condition. Additional fees may apply as described below.

Complete, like-new returns. Return items in like-new condition with all original packaging, including the original product carton, protective packing materials and shipping packaging, plus all instructions, manuals, accessories, mounting brackets and other components originally supplied.

Condition and reconditioning charges. Scratches, dents, shipping damage, punched or removed knockouts, drilled holes or other penetrations, and evidence of installation, use or modification mean the item is not in like-new condition. Missing or damaged packaging, instructions, accessories, mounting brackets or other components also require an adjustment. Additional restocking or reconditioning fees will be assessed according to the condition received and the work and materials needed to restore the unit and its packaging to new condition. All returns are inspected before the final refund is determined.

Shipping and international charges. Original shipping charges are not refundable. You are responsible for return shipping unless XFMR Direct provides a prepaid return label. For international orders, you are responsible for customs charges and duties in both directions: the original shipment and the return shipment. Prepay all return customs charges and duties. Any unpaid return customs charges or duties billed to XFMR Direct will be deducted from your refund.

An RMA authorizes shipment back for inspection. It does not approve a final refund amount.

Refund format. Approved refunds are issued to your original payment method within 10 business days of receipt and inspection, after the restocking fee, any applicable reconditioning or missing-material charges, and unpaid return customs charges or duties are deducted. Your bank or payment provider may take additional time to post the credit. You may request store credit toward a future purchase instead.

Order Cancellations

All cancellation requests must be submitted in writing. Cancellations received at least 3 business days before the scheduled ship date will be reviewed for approval. Requests received after that window, or after an order has shipped, follow the returns process above. Custom, built-to-spec and special-order items may be subject to an additional cancellation fee — up to 100% of order value — based on the stage of completion when the request is received. Deposits are non-refundable.

Damaged Shipments & Freight Responsibility

We photograph and document every order before carrier pickup, establishing a record of condition at handoff. Inspect every shipment at delivery. For freight (LTL/pallet) shipments, if you or your receiving team sign the Bill of Lading (BOL) without noting visible damage, the carrier will attribute any damage to the receiver and will not entertain a claim. If you see damage at delivery, either refuse the shipment or clearly note the damage on the BOL before signing. Report concealed damage in writing within 5 business days with photos of the unit and packaging.

Missing or Short Items

Any discrepancy between what you received and the packing list must be reported within 1–3 business days of receipt. We retain shipment documentation (photos) for approximately 12 months.

Product Images, Specifications & Dimensions

Some product images are renderings or representative photos that may not reflect the exact configuration of a completed unit. All products are built and sold to the written specification listed — not to any image shown. In response to supply-chain conditions, some units may be built with available materials that meet the electrical specification but vary slightly in physical dimensions. We prioritize functional and electrical accuracy; an image or dimensional approximation is not grounds for a return.

Shipping Address Errors

You are responsible for any carrier redirect, redelivery, or additional freight fees that result from an inaccurate or incomplete shipping address provided at the time of order.

Warranty

Products are covered against defects in materials and workmanship under the applicable manufacturer’s warranty. Warranty does not cover damage from improper installation, incorrect wiring, overloading, or use outside the rated specifications on the nameplate and spec sheet. To start a warranty claim, email [email protected] with your order number, a description of the issue, and photos. Install per the included wiring diagram and applicable electrical codes; work should be performed by a qualified electrician. Full warranty terms are in our Terms & Conditions.