Refund policy

Facility Supply Pro's return and refund policy is designed to be straightforward for commercial accounts. Each brand we carry operates under its own supplier return terms, reviewed in detail below. All returns require prior authorization; unauthorized returns will not be accepted.

General Return Conditions

The following conditions apply across all brands unless otherwise stated in the brand-specific section:

• All returns require written pre-authorization — do not ship items back without a return authorization number
• Items must be unused, uninstalled, and in original resalable condition with all packaging, accessories, and documentation intact
• Proof of purchase (order number) is required for all return requests
• Return shipping is the purchaser's responsibility unless the return is due to a fulfillment error or verified transit damage on our part
• Refunds are issued to the original payment method within 5–10 business days of receiving and inspecting the returned item
• For orders paid by purchase order or on net terms, credits will be applied to the account on file

Brand-Specific Return Terms

Return windows, restocking fees, and authorization requirements vary by brand. Review the applicable section before submitting a return request.

Airpura Air Purifiers & Air Quality Systems

• Returns accepted within 30 days of delivery for units in original, unused condition with all original packaging intact
• A restocking fee may apply to approved returns
• Units that have been operated, had filters removed, or are missing original packaging cannot be accepted for return
• A Return Authorization (RA) number is required before shipping — returns without an RA number will be refused
• Return shipping is the purchaser's responsibility unless the return is due to a verified defect or fulfillment error
• To request an RA number, contact info@facilitysupplypro.com or 1-877-804-9940

Busch Systems Recycling Bins, Waste Containers & Site Furnishings

• Returns accepted within 30 days of delivery for standard stock products
• 25% restocking fee applies to all approved returns, plus customer-paid return freight
• Custom-stamped, built-to-order, modified, discontinued, closeout, and promotional items are non-returnable (final sale)
• An RMA (Return Merchandise Authorization) number is required before shipping
• Damage or defects must be reported within 15 days of receipt — include photos and order number
• All Busch Systems products carry a 1-year warranty against manufacturing defects under intended use conditions
• For freight shipments, inspect all items before signing the delivery receipt — note any damage with the carrier at time of delivery
• To request an RMA number, contact info@facilitysupplypro.com

Comac Hand Dryers & Washroom Equipment

• A Returned Goods Authorization (R.G.A.) number must be obtained before shipping any return
• All returns must be prepaid by the customer
• Non-warranty returns are subject to a 15% restocking fee (waived only on verified Comac shipping errors)
• Warranty claims are inspected upon receipt; defective parts are repaired or replaced at no charge
• To request an R.G.A. number, contact info@facilitysupplypro.com

Envyrozone Products

• All Envyrozone products are made-to-order and are non-returnable and non-refundable, except in cases of verified manufacturing defects
• Defective units may be returned for repair or replacement within 30 days of delivery
• A Return Goods Authorization (RGA) number is required before shipping — unauthorized returns will be refused
• To request an RGA number, contact info@facilitysupplypro.com

Frost Products Ltd. Commercial Washroom Accessories & Site Furnishings

• Standard stock items returnable within 30 days of delivery with a 20% restocking fee
• Custom-made and special-order items are non-returnable
• Shipping damage must be reported within 5 days of delivery with photos for full refund or replacement consideration
• To initiate a return, contact info@facilitysupplypro.com

How to Initiate a Return

1. Email info@facilitysupplypro.com with your order number, the item(s) being returned, reason for return, and photos where applicable
2. Our team will review your request and issue a return authorization number with instructions — do not ship without this
3. Package the item securely in its original packaging, clearly marking the authorization number on the outside of the box
4. Ship the return prepaid to the address provided in your authorization instructions
5. Upon receipt and inspection, your refund or account credit will be processed within 5–10 business days, minus any applicable restocking fees

Non-Returnable Items

The following are not eligible for return under any circumstances:

• Custom, made-to-order, specially configured, built-to-order, or modified products
• Discontinued, closeout, or promotional items
• Items marked final sale or clearance
• Products showing evidence of installation, use, or missing original packaging
• Products damaged through misuse, improper installation, or neglect
• Return requests submitted after the applicable return window or without prior authorization

Return Support & Contact

Our team is available to assist with return requests, authorization numbers, and warranty claims Monday–Friday, 9:00 AM – 5:00 PM EDT:

• Email: info@facilitysupplypro.com
• Phone: 1-877-804-9940
• Text: 416-804-9940

For account holders with active purchase orders or net terms, refunds and credits are applied directly to your account. Contact us if you require documentation for your procurement records.