Refund policy

You may return items within 30 days from the date of purchase. Contact TDS to express your intent to return items. An RMA will be issued for your order with shipping instructions.

Systems that are manufactured to specification or considered to be custom cannot be returned and are not eligible for a refund. Additionally, any closeout items purchased cannot be returned.

If it is the original manufacturer’s policy to refuse returns on specific products, Trench Drain Systems will comply with their return policy as well.

Shipment costs for returns are evaluated based upon the situation. For example, if an order is shipped incorrectly, the shipping cost is incurred internally. If the product is unwanted a 25% restocking fee and shipping costs are the responsibility of the customer. In the event of the receipt of damaged product, follow the steps below and ensure that TDS is contacted within 48 hours of delivery. TDS will file a claim on behalf of the customer.

Supplier Provided RMA’s
Orders that drop shipped from a supplier may need to be returned directly to that supplier. If this occurs, an RMA from the supplier will be provided.  Customers will need to follow the specific instructions on that RMA (including, but not limited to stated time limits, shipping address, inclusion of supplier provided RMA form, etc.).  Failure to follow those directions will jeopardize any potential return credit.

Damage in Transit to TDS
Customers are responsible for the product until it arrives at Trench Drain Systems (or authorized supplier). We suggest taking pre-shipment photos if a claim would need to be filed with the shipping carrier. In many cases, insurance for the shipment may be available.

Damage in Transit to Customer

We do our very best when packing your order to assure it arrives safely.

  • Customers are responsible for inspecting orders upon delivery. Any items that are signed for as received in good condition, and then later reported as short or damaged, will not be eligible for a refund.

    Wrong shipment or incorrect items: All wrong shipments or incorrect items must be reported to Trench Drain Systems within two (2) business days (48 hours) of delivery. Customer Service will arrange for the pick-up of goods from the customer. All incorrect items will be corrected to customer specifications.

  • If you receive a damaged shipment:
    • Accept the shipment. Do not refuse or return it.
    • Note the damage on the delivery receipt (if shipped by truck) or with the driver (for UPS/FedEx parcels). Keep a copy of the document with the damage noted.
    • If you think there is damage, but cannot tell how much, write a note such as “1 box crushed, damage subject to further inspection”.
    • Take photos of the pallet/box before unpacking it.
    • Keep all boxes and packing materials until the claim is settled, they may be needed for an inspection.
    • Contact TDS with the details of the damage within 48 hours. TDS will file a damage claim on the customer’s behalf.

Lost in Transit to Customer

Once orders leave our facilities, we are at the mercy of the shipping provider to safely deliver orders to our customers. All orders over $1000 will require a signature. We are not responsible for orders in which the customer has waived signatures. Lost or stolen orders are solely the responsibility of the customer.

When you can expect to see your refund

The timeframe for customers to receive their requested refund is dependent upon the initial payment method. Once the refund is initiated by our team, most customers can expect to see the funds returned within 5 to 10 business days.

Processing times may vary based on additional factors such as the customer's bank or card issuer, the payment processor involved (e.g., PayPal, Stripe), and whether the original transaction was domestic or international. Refunds for direct bank transfers may also follow different timelines.

Please note that weekends, holidays, and any applicable return processing or verification periods may extend this timeframe.

TDS will not accept returned merchandise without prior authorization or a Return Material Authorization (RMA) number. Returns received without authorization will not be processed for refund or exchange. Customers must contact TDS within 30 days of the receipt of the package to our facilities to have an RMA issued to initiate a refund or exchange. After such time, the product will be returned to stock. Trench Drain Systems is not responsible for contacting the customer to initiate a return or exchange for goods received.

All returns will be subject to inspection for evidence of improper installation (if applicable), damage or modification. Items showing such evidence will not be eligible for a refund.