I'll leave my rant to their stated "Policy". Nuff Said; (located here: http://www.kohlerkohler.com/Store/ContentPage.aspx?ContentPageID=6)
Do not sign for products without inspecting them first.
If you refuse goods or return goods without an RGA, the restocking fee is doubled.
Some items are non-returnable. See list below for details.
We charge a 25% restocking fee on returns and a 20% restocking fee on exchanges. To make a return, you must obtain an RGA (Returned Goods Authorization) number. To do that, simply click "returns"online and fill out the forms. We will reply with questions or with an update on the status. If we are awaiting the vendor response, please follow up with us every 2 or 3 days and we'll keep following up with the vendor. We hope to handle returns quickly and easily.
1.Returns must be made within 30 days of delivery of the original order.
2.Returns will incur a restocking fee of 25% or 20% for an exchange.
3.If the order had subsidized or free shipping, shipping charges will be deducted from the credit amount.
4.Returns will only be credited if the items are in 100% resaleable condition, which includes the boxes and packing materials that were originally shipped with your order. No writing should be on the box.
5.Credits are issued after inspection of the returns, and can take several weeks or 30 days or in rare cases, longer.
6. All Returns must have an RGA #.
7. Unless we shipped you the wrong item, the customer pays for return shipping.
8. Returns must be shipped to the location which we will designate inour RGA Approval. If the return is made to another location, the shipment will be rejected. If the shipment is accidentally accepted at the wrong warehouse location, no credit will be issued, until the customer pays for the shipping of the item to the correction location, and then that correct location inspects the return as usual. The return location may be different than the original location from where the item(s) shipped.
The following items are non-returnable:
Shower Doors, Bathtubs, Whirlpools, Shower Enclosures
Service Parts & Replacement Parts
Products which are discontinued by the manufacturer
Products which have been modified by us or by you, such as if we drill more holes in a sink for you.
Empire Industries Items
Newport Brass, Ginger, and Brasstech Items
Thomas Lighting Items
All International Orders (Products delivered outside the USA)