Refund policy

Returns & Refund Policy

Because our products are industrial-grade, freight-shipped, and often custom-configured or made to order, returns and refunds are governed by the following terms.

Inspection & Delivery Acceptance

All shipments must be inspected at the time of delivery. The customer is responsible for inspecting all cartons, pallets, and visible components before signing the carrier’s delivery receipt.

• Any visible damage, shortages, or discrepancies must be clearly noted on the waybill at the time of delivery.

• Shipments signed without notation are considered received in acceptable condition.

Damaged or Short Shipments (Prepaid or Prepaid & Add Freight)

Visible Damage or Shortage

• If damage or shortages are noted on the delivery receipt, the customer must notify us within 6 weeks of delivery.

• Once validated, replacement parts may be issued at the manufacturer’s discretion.

• Northwest Industrial Storage (NIS) assumes no liability for freight damage or shortages.

Concealed Damage

• If a shipment is signed clear and damage is discovered after delivery, the customer must notify us within 1 calendar day of receipt.

• Claims reported after 1 calendar day will be denied without exception.

• Any replacement costs, freight charges, or associated expenses are the sole responsibility of the customer.

• NIS does not participate in freight claims, cost-sharing, or reimbursement for concealed damage.

Collect or Third-Party Freight

For shipments billed to a customer’s carrier or third party:

• The customer assumes full responsibility for freight damage, shortages, delays, or claims.

• NIS has no liability for damage occurring during transit.

• Claims must be filed directly with the assigned carrier.

Returns (Non-Defective Merchandise)

Due to the custom and made-to-order nature of most products:

• Returns are not accepted for non-defective merchandise.

• All sales are final once production has begun.

• Unauthorized returns will be refused and returned at the customer’s expense.

Refunds

• Refunds are issued only in cases of confirmed manufacturing defects or fulfillment errors.

• Freight charges are non-refundable.

• Custom, configured, or special-order products are not eligible for refunds.

• NIS reserves sole discretion in approving any refund.

Back Charges & Additional Fees

Customers are responsible for any additional charges resulting from, but not limited to:

• Requested shipment holds

• Undisclosed special delivery requirements (liftgate, inside delivery, military bases, trade shows)

• Missed delivery appointments

• Excessive unloading time

All such charges will be passed through at cost.

Claims Process

To submit a claim, customers must provide:

• Order number

• Photos of damage

• Copy of the signed delivery receipt

• Notification within the required timeframe

Failure to meet these requirements voids any claim.