We always want you to be happy with your purchase, but we understand
that sometimes things need to be returned. We have tried to come
up with a fair return policy, and make it as easy as possible
to facilitate a return. Our return policy is as follows, and
as always, please feel free to call us with any questions. Our
policies may run in conjunction with the return and guarantee
policies of the manufacturers whose products we sell. If you
are not satisfied with any product, the first step is contact
us by e-mail or phone and explain the reason(s) why you are not
completely satisfied with your purchase. We make every attempt
to list the guarantee of each company's products right or a link
to their website on the catalog page of our web site.
Please note that ALL mail-order returns
must be shipped back to our Tonawanda, NY headquarters: 145 Elmview Drive, Tonawanda, NY 14150.
may be returned in the original unopened package within
15 days of your purchase for a full refund in the amount of the
then-current price or your original purchase price (whichever
is lower, less shipping charges where appropriate). Opened item(s)
may be returned within 15 days for STORE CREDIT ONLY. After 15
days, any items returned must be unopened, unused and for store
credit only. Certain restrictions and exceptions apply. Shipping
charges to return the product are your responsibility. Product
must be unregistered with complete packaging and support material
and ready for sale as a new product. Another shipping charge
will be assessed against substituted merchandise. Refunds, on
opened packages are given at the discretion of EsgDirect.com
at will be 15% retesting/repacking/restocking fee.
Specialty, non-standard products like Moor
Electronics, Inc. sailing instruments are unique to older
boats as replacement units. There are pictures and dimensions
on our pages so you should be able to determine if they will
work for your application. We have a growing trend of customers
who order these units, have them or try to have them installed,
and then decide to upgrade to newer electronics. We ask that
you simply know what you are buying and make sure they are what
you want. In most cases these units need to be sent back to Moor
for testing, re-calibration, repackaging, etc. and is very costly
to do so. Refunds, if granted will be given after product has
satifactorily been returned and retested/repackaged to original
*MAP - Manufacturers Advertised
Pricing: Moor Electronics, Inc. requires
Its Sub-Troll 900 Instrument to be retailed for at least $399.95.
We were selling this unit for $379.95 but were told to sell for
the MAP and we had to comply. Our apologies for any inconveniences
this has caused.
Upon the return of an item within the return
policy we will verify all parts are included and ensure that
there is no user-caused failure of the item. A service technician
is required to examine the item -either ours or by the manufacturer
of the product so that we may assess the item prior to issuing
a refund, credit or exchange. Open box electronics that were
attempted to be installed cannot be resold as new. We make all
attempts to provide drawings with dimensions and installation
instructions like the Moor product line, as these items are special
to the applications they were manufactured for.
Refunds for returned merchandise will be made in the form that
payment was made. If payment was made by credit card, refund
credit must be issued the same credit card as was used for the
purchase. If payment was made by cash or check, EsgDirect.com
will issue refund payment by check within 7-10 days. Shipping
charges are non-refundable.
All refused orders will be subject to a 15% restocking fee. Shipping
charges are not refundable. In addition, refused orders may be
subject to additional shipping charges to cover the cost of returning
the products to EsgDirect.com.
International refusals are subject to taxes,
import and export fees, as well as return shipping costs and
the 15% restocking fee.
Custom Configurations (CTOs) & Special Orders
No returns or refunds will be made for items that are special
ordered for you or for unusual custom configurations of systems
without the written consent of EsgDirect.com in each instance
prior to purchase. Please consult a EsgDirect.com service representative
CTO (configure-to-order) products are actually custom-built to
fulfill individual orders. CTO products are not typically kept
in stock by our vendors and usually require additional shipping
times. CTO Products typically ship in 7 - 10 business days. Shipping
may vary for certain products; email info@EsgDirect.com any questions
about specific products.
CTOs do not fall under our regular return
policy. We do not accept returns or cancellations and all warranties
are covered through the manufacturers. If you receive a defective-on-arrival
CTO, please contact our tech department at 716-578-8449 or info@EsgDirect.com.
Returned merchandise cannot be accepted without a Return Merchandise
Authorization (RMA). To obtain an RMA, please call EsgDirect.com
at 716-578-8449 or e-mail info@EsgDirect.com.
EsgDirect.com will NOT accept returns without an RMA. Or you
may go to the e-mail form at the "contact us" link
and choose "returns" as subject, matter. State the
reason(s) you want to return item and whether you desire a refund
(if qualified) or replacement.
In order to obtain credit for any equipment
purchase, you must return the equipment including all manuals,
blank registration cards, accessories and packing materials,
etc. in the original packaging. The equipment must not be damaged
in any way. EsgDirect.com will NOT accept incomplete returns.
Returned goods must be shipped freight-prepaid
and insured or returned to our retail stores. For more information,
or call a EsgDirect.com service representative at 716-578-8449.