You are welcome to return or exchange any item within 30 days as long as the item is returned new in original packaging, unused, and in resalable condition. Customers are responsible for return shipping charges. Returns will be refunded their entire cost minus restocking fees.
The easiest way to initiate a return for an item is to simply reply to your order confirmation email saying "I need to return this item". Your order confirmation email should have a subject similar to "Your eBay/Amazon/Website order 18000 has been shipped". If you can't find that email, you can reach us through our contact page with a description or SKU of the product and the email address you used to order under.
If your product arrived to you differently than described, please follow the procedure above but also include a brief description of the issue and include a photo or two if possible (photos are a huge help in diagnosing what happened). As our significant others will confirm, we're not perfect, but we're good at fixing our mistakes.
If you purchased a Norestar™, Komo Covers®, SupaFend®, or Solatron® product and it is under warranty, we will gladly assist you in submitting a warranty claim. Please reach us through our contact page with the subject line "Warranty Claim Request" and include in the email either the description or SKU of the product for which you wish to file a warranty claim. Also include either the delivery address and name you placed the order under or your order number. A staff member will respond with a warranty claim form within 48 hours.
I purchased an item within 30 days and I no longer need it and would like to return it for a refund
You are welcome to return or exchange any item within 30 days as long as the item is returned new in original packaging, unused, and in resalable condition. Customers are responsible for return shipping charges. Returns will be refunded their entire cost minus restocking fees of up to $35 depending on item and condition.
Items purchased longer than 30 days ago cannot be returned unfortunately.
I received a manufacturer defective item.
Please provide us one or two pictures clearly showing the defect. Assuming the defect is clearly visible, we will provide a product exchange at no additional cost, including freight costs.
I received an item with missing parts
Missing parts must be reported within 7 days of the item being delivered. Please clearly describe the missing parts and include photographs if helpful. We will do our best to ensure you get replacement parts.
I received an item that was damaged in transit
Please inspect your product immediately upon receiving it, ideally when it is delivered by the carrier. If the item is visibly damaged, refuse delivery. If the carrier is not present, please contact us and describe the damage and take photographs if helpful. Once verified, we will replace the item(s). Items broken in transit must be reported to us within 7 days of the item being delivered otherwise no replacements can be given.
I received an item with missing parts and/or it was broken in transit and would like to return it
You are welcome to return your item under our normal return policy which means the customer is responsible for shipping costs. Unfortunately we have experienced abuse from customers purposely damaging items to avoid freight fees, so we will only give exchanges for items with broken parts and/or that are broken in transit.
My tracking shows that an item was delivered but I did not receive it.
In our experience, almost 100% of the time these packages show up. The most likely causes are: a family member has received an item and failed to tell the customer, the item was delivered to a neighbor, or the item was left in an odd location such as behind a fence. Below are the general steps to follow in this situation:
As a general policy, BHP Marine does not take responsibility for packages once they are marked as delivered by the carrier. Related claims must be between the customer and the carrier. There are a number of reasons why packages may disappear after delivery, including package theft, that are not BHP Marine's responsibility.