Damages and Return Policy
Claims Policy: All claims for damages or shortages must be reported within 72 hours. Do not return any products without prior authorization. Merchandise authorized for return should be accompanied with the packing slip.
Claims for Damages: In all cases, retain all packing materials for the carrier inspection. Damages and shortages must be reported within 72 hours to file claims.
All authorized returns for products are sold as "Brand New" in its original package. Please make sure the merchandise is what you want and it will work with your fixture. If you are not sure, please send us a email for assistance before placing the order.
If you encounter any problem or defect within 90 days of purchase, please contact us immediately to obtain a RMA-Return Merchandise Authorization before shipping back to us. We will repair or replace at the manufacturer's discretion. Products sold over 90 days from date items are received are not returnable nor exchangeable.
Returns are subject to the following:
Buyer must obtain a RMA number, follow the return instructions and pay to have product shipped back to the manufacturer at your own cost.
Effective July 1, 2020 Strom offers a 90-day return Policy for plumbing part and accessories, 60-day for all Tubs & Sinks. Special Finish items are Final sale. NO returns on any Brass, Oil Rubbed Bronze or Satin Black finishes.
To return unused/not installed merchandise: Do not return without an RGA number. Authorized returned merchandise should be carefully packaged, double boxed and returned with the packing slip. Badly packaged or damaged merchandise may be refused and no credit given. A minimum 25% restocking fee applies to all plumbing hardware returns requesting credit. Restock fees for Oil Rubbed Bronze items are a minimum of 25%. Restock fees for Tub Surrounds and Shower Enclosures are also 25%. Restock fees for Tubs are a minimum of 25%.
** Please shop responsibly, make sure the merchandise is what you want and it will work with your fixtures before ordering. To keep our prices low, we try to keep the operational costs down and pass this savings on to you. Charging 15%-25% per item re-stocking fee on to our customers is something we would rather not happen. If you need help choosing your fixture, please email before purchase.
All refunds will be credited back to its original form of payment method, no return or exchange after 90 days. Refunds generally are made within 7 days after receiving of the returned products. No refunds will be made before.
Our tubs are warranted to be free of manufacturing and finish defects for a period of 5 years from date of purchase,when properly installed by a qualified, licensed plumber. In most cases on-site repair of the tub will be accomplished,minimizing the inconvenience to the customer. Most of our Cast Iron tubs are IAPMO approved.
Faucet & Accessory Warranty
All items are warranted to be free of manufacturing and finish defects for a period of 5 years from date of purchase, when properly installed by a qualified, licensed plumber. For items other than sinks & tubs, this warranty covers replacement of defective parts, not of complete product, unless deemed necessary by a customer service representative. The warranty does not extend to labor charges or air freight charges when repair or replacement of the item is needed. The warranty only applies to interior installations. Our products are not warranted for outdoor use.
NO warranty or returns on any Brass, Oil Rubbed Bronze or Satin Black finishes.
Limited Lifetime Warranty on our cartridges for all of our faucets, for as long as the original purchaser owns the unit. We will provide new cartridges as deemed necessary by our Customer Service Department to the original owner only with provided proof of purchase. All our ceramic faucet handles are warranted for 5 years from date of purchase. Any ceramic faucet handle developing cracks or chips will be promptly replaced, as a cracked or broken handle may result in personal injury. Our Finishes include Chrome, Matte Nickel, Polished Nickel, Supercoat Brass, Oil Rubbed Bronze, Satin Black, Unlacquered Polished Brass, Unlacquered Satin Brass & Unlacquered Raw Brass. The Nickel Finishes and the Unlacquered Brass finishes are “living finishes” and will patina with time. Chrome & Nickel finishes are warranted against defect for a period of 5 years. Oil Rubbed Bronze and all our special finishes, including Satin Brass, Unlaquered Polished Brass, Unlacquered Raw Brass, and Unlacquered Satin Brass, carry no warranty. See our Supercoat Brass finish warranty and proper cleaning instructions below for additional information.
Lifetime Supercoat Brass Warranty
Our Supercoating is a 2 part epoxy, applied electrostatically, and baked on our brass products to insure a lasting shine. It is absolutely guaranteed for as long as the original purchaser owns their home and proper maintenance instructions are followed. The product must be returned to our factory for re-coating. We will re-coat, not replace the product if a defect of the Supercoat finish occurs.
Care of Supercoat Brass
Supercoat brass items should be wiped gently with a soft cloth after each use. Plumber’s putty
should not be used for installation. Use of plumber’s putty, detergents or abrasive cleaners will void the warranty of the finish as they may cause deterioration of the coating. We recommend a bead of waterproof silicone where putty is needed.