Returns & Refunds Policy

Last updated: July 20, 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.

Non-Returnable Products

Certain products are not eligible for return, regardless of circumstances:

Transformers and power-conversion equipment. Buck-boost, control, and distribution transformers are not eligible for return once installation has been initiated or attempted. Installation of these products typically involves physical modification of the unit — punching knockouts, penetrating the housing, or altering lead-wire connections — and we test and document every unit’s output prior to shipment to confirm operational integrity when it leaves us. For this reason a transformer that has been wired, mounted, energized, or otherwise put into service is final sale.

Products built to custom specifications. Items manufactured or configured to customer-provided specifications are not eligible for return.

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 is in new, unused, uninstalled condition in its original, undamaged packaging with all parts, manuals, and accessories.
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 contact@xfmrdirect.com 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.

Fees, Deductions & Credits

Restocking fee. All approved returns are subject to a flat 15% restocking fee.

Packaging & physical condition. Returns must arrive in new, uninstalled condition in the original, undamaged packaging with all parts and accessories. A return that does not meet these conditions is not eligible for credit and will be returned to the sender at the sender’s expense — we do not issue partial credits for damaged or incomplete returns.

Shipping. Original shipping charges are not refundable. Return shipping is the customer’s responsibility unless the return is due to our error or verified transit damage.

Refund format. Approved returns are refunded to your original payment method within 10 business days of our receipt and inspection of the returned goods, less the applicable restocking fee. If you prefer, 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 or made-to-order items may be subject to a 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 contact@xfmrdirect.com 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.