Refund policy

Return & Refund Policy

Effective Date: October 7, 2026 | Charge Pro Direct | chargeprodirect.com

At Charge Pro Direct, we aim to make returns straightforward. This policy applies to all purchases made through chargeprodirect.com, including orders placed through a written quote.

Cancellations (Before Order Ships)

If you need to cancel an order, contact us as soon as possible. Orders cancelled before they ship receive a full refund. Special orders and project quotes follow the additional terms below.

Email: support@chargeprodirect.com

Phone: (781) 604-8685

Special Orders and Project Quotes

Some orders are sourced specifically for one customer. These include items we order from a supplier on your behalf, items not shown as in stock on our site, pallet quantity orders, and multi item packages we quote in writing.

Once we place your order with our supplier, cancellation is no longer free. If you cancel after that point, you are responsible for any cancellation or restocking charges our supplier applies, plus payment processing fees, which are not refundable. We will tell you the amount before it is deducted from your refund.

Items identified as special order or final sale on your quote cannot be returned.

If your written quote states terms that differ from this policy, the terms on your quote apply.

Return Eligibility

We accept returns within 30 days of delivery, subject to the following conditions:

Items must be unused, undamaged, and in original packaging with all labels and accessories included.

Proof of purchase is required.

The return request must be initiated within 30 days of delivery.

Return Process

To initiate a return, contact us at support@chargeprodirect.com or (781) 604-8685 with your order number and reason for return. We will review your request and provide return instructions and a Return Merchandise Authorization (RMA) number if approved.

Return Shipping Costs

Customers are responsible for all return shipping costs unless the item is defective or we made an error.

Returns are subject to a 25% restocking fee plus return shipping costs.

Original shipping and freight charges are not refunded on returns, unless the item is defective or we made an error.

Exchanges

We do not offer exchanges. If you would like a different product, please return the original item under this policy and place a new order.

Damaged or Defective Items

Inspect your order upon delivery and contact us if the item is defective, damaged, or if you received the wrong item. Photographs and video of the damage are required. Standard damage must be reported within 48 hours of delivery. Freight damage must be reported within 24 hours of delivery. Claims reported outside these windows may not be valid.

For confirmed defective or damaged items, we will arrange a replacement or issue a full refund including return shipping at no cost to you.

Incorrect Item Received

Lost Packages

If your order does not arrive within the estimated delivery window, contact us. We will investigate with the carrier. If the package is confirmed lost, we will offer a full refund or send a replacement.

Non-Returnable Items

Custom or made-to-order products (all sales are final).

Special order items identified as final sale on your quote.

Items that have been installed or used.

Items returned more than 30 days after delivery.

Refund Processing

Refunds are processed once the returned item has been received and inspected. Refunds are issued to the original payment method and typically complete within 14 days of the item being received. You will be notified by email when your refund is processed. Additional time may be required for the refund to appear in your account depending on your bank or card issuer.

Customer Acknowledgment

By making a purchase, you acknowledge the following:

You will inspect the package upon delivery and report any damage within the timeframes above with photos.

You are responsible for return shipping costs and a 25% restocking fee unless the item is defective or an error was made on our part.

Original shipping and freight charges are not refunded on returns unless the item is defective or an error was made on our part.

Products must be returned unused and in original packaging.

If your order has already shipped, a full cancellation refund is no longer available and the standard return process applies.

Special orders and project quotes follow the additional terms above and any terms stated on your quote.

Contact Us

Email: support@chargeprodirect.com

Phone: (781) 604-8685

Address: 28 Church St, Suite 14 #1069, Winchester, MA 01890