NO HASSLE RETURN POLICY

Holiday Return Policy

Any returnable item purchased between November 1, 2024 and December 31, 2024 will qualify for a no risk return through January 31, 2024 or until of the end of the item’s normal 30 day/120 day return period, whichever date is later. Some exclusions may apply*.

CPO Outlets has a customer-oriented return policy:

No-hassle return policy if you aren’t completely satisfied with your purchase.
New items can be returned within 30 days
Reconditioned and Open Box items can be returned within 120 days
You can even return or exchange your item just because you changed your mind.

Please note that there are some exceptions to this policy, such as tankless water heaters. Feel free to contact us with any questions or concerns.

Change Your Mind?

Step #1: Call our Customer Care team at 1-866-577-1906 to request an Return Merchandise Authorization (RMA)
Step #2: Pack your item for return to our distribution center.
Step #3: Insure the package for your protection and return to:

CPO Commerce, LLC
4695 Florence Street; Door 25
Denver, CO 80238

Exchange for a Different Item?

Step #4: Place a new order with our Customer Care team and we’ll have your new item shipped.

Do You Believe Your Item is Defective?

Step #1: Call our Customer Care team at 1-866-577-1906 to request an Return Merchandise Authorization (RMA)
Step #2: Pack your item for return to our distribution center.
Step #3: We’ll send you a pre-paid shipping label to return your item.
Step #4: Hand your package to any UPS driver or take your package to a UPS store for free delivery back to our location.

Is Your Item Missing Parts?

Often times, we can send a replacement part for a missing or defective item. If you have a part that is missing or defective, please call us at 1-866-577-1906 and we’ll verify if a part can be ordered and sent directly to you.
The brands listed on the following link have requested that you contact them directly so that they may ask specific questions to ensure they are sending the correct part. We apologize for not being able to contact the manufacturer on your behalf to obtain replacement parts for these brands. For a list of all manufacturer phone numbers click here.

There are a few exceptions to the return instructions listed above. They are as follows:

Tankless Water Heaters - Once installed, you must contact the manufacturer and work with their technical support team BEFORE returning the water heater. Please have your tankless unit installed and powered while making this call. If the manufacturer deems the item is defective, they will provide you with a verifiable case number that can be used to return the item. If they are able to troubleshoot the issue, they will not provide a case number. All installed and defective returns must have a verifiable case number provided before a credit or exchange can be administered by CPO.

Rheem     1-866-720-2076
Bosch Tankless     1-800-798-8169
Eco Smart     1-877-474-6473

JPW Industries (Jet, Powermatic, Wilton) - Because of the cost involved in transporting many of these items, returns will only be approved for return after you contact the manufacturer directly and speak with their technical support department. If they are able to resolve the issue or have replacement parts sent, they will do so and they will not approve the item for return. If the item is deemed to be defective and not repairable, JPW Industries will work with us to arrange the return of the defective item. JPW Industries can be reached at 1-800-274-6848.

Damaged Product and Freight (LTL) Shipments

Packaging - Please retain all packaging materials until you are confident your item is in good working order. Should you need to return an item to CPO, all packaging materials including wood crates and large boxes must be included. If you have uncrated an item, you will be responsible for rebuilding that crate which might include the need to purchase and fasten new wood supports at your own expense.
Damaged Products - Please inspect your delivery prior to signing the receipt from the carrier. Inspecting your delivery should include the outside packaging AND the contents of the package, as well. Notes regarding possible damage should be written on the bill of lading prior to signing for any merchandise. If you sign for delivery without noting possible damage on the bill of lading, you will be responsible for filing a freight claim with the carrier and arranging for any repair or return of the damaged good.
Suspect Damage - On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is easily handled.
If after inspection you do find actual damage, please contact CPO immediately by phone so we can assist with repairing or replacing your damaged item. Please note that engine powered equipment that has been gassed or oiled must be taken to a service center for assistance (additional information listed above).
Obvious Damage - If you notice obvious damage, please, do not sign for the delivery and follow these steps:

Refuse Delivery - do not sign for the delivery.
Call Us Immediately - freight claims are time sensitive and must be completed immediately.
Do Not Email - It is important that you call and speak with our Customer Care team; email should not be used to communicate a package that has been refused.

Once we are notified of the damage, arrangements will be made to send a replacement.

Factory Shipped Items

Factory Shipped items may be subject to a 25% restocking fee, as these items are typically not stocked in our warehouse and have been shipped by the manufacturer. If we are assessed a restocking fee, the cost associated with that fee will be deducted from your refund. Please contact CPO prior to purchase to learn if your product is eligible for this 25% restocking fee.

Important Information about Engine Powered Equipment (Gas and Oil):

Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. Once a product has been gassed or oiled, it needs to be taken to an authorized service center for any repair or technical assistance which may be covered under warranty. Gassed and oiled product cannot be returned to CPO for exchange, credit, or refund.
CPO is unable to arrange transportation of gassed or oiled items to or from an authorized service center. We are also unable to arrange for a technician to come to your location for service.
Cost associated with transportation to a service center, or repair work outside of what’s covered under warranty, is at the sole expense of the customer and will not be reimbursed by CPO.

Frequently Asked Questions:

Only part of the tool needs to be replaced, do I need to send the entire item back?

Yes, to process your return properly, we need to have the complete item returned. For example, if your cordless drill driver’s battery is not charging we’ll need the drill driver, charger, battery, and case returned.

I paid for additional materials and installation costs for the item I purchased from CPO, will that money be refunded?

Unfortunately, we cannot reimburse customers for any costs associated with installations, additional materials, etc., when an item is returned or exchanged.

How are refunds issued?

Refunds are issued via the method of original payment excluding wire transfers. Returns are processed within 48 hours (Monday - Friday) of receipt in our building.

I purchased my item more than 30 days ago, can it be returned?

We have no obligation to honor a return outside of our 30 day new, 120 day reconditioned no-hassle satisfaction guarantee. We strongly suggest you fully inspect and test your item upon arrival and contact us prior to the expiration of our return policy if your item is not operating as expected.

My item is defective and it’s past the no-hassle satisfaction guarantee return window, what should I do?

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone. You may also contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.
If you test your product after the 30 (new) or 120 (reconditioned) day CPO guarantee period and find it to be defective, you will need to work with the manufacturer directly, under the product warranty, to get the issue resolved. They will provide a remedy according to their own warranty.

My package is lost, what should I do?

Lost packages are usually located by the carrier and delivered. To avoid duplicate shipments, replacements will be sent after the claims process is complete. Although we are unable to expedite replacements, please be assured that we will work diligently with the carrier to resolve these matters in the most efficient way possible. You must contact us within two weeks of the actual scheduled delivery, in order to guarantee that a lost claim with the carrier can be made.

I accidentally used the wrong address on my order. What should I do?

If a package is returned to CPO due to an incorrect shipping address provided by a customer, the customer will be responsible for any additional shipping costs or the return shipping cost, as well as the redelivery cost. CPO is not responsible for packages delivered incorrectly due to incorrect shipping information. If the item qualified for our "Free Shipping" promotion, it will not be valid due to the error on the customer's part, and the customer will be charged for all actual shipping costs. In some cases, we may be able to reroute the package to the correct address. However, you will be responsible for the costs associated with rerouting the package.

How do I cancel my order?

Because we ship orders as quickly as possible, it may not be possible to stop your order from shipping. Once shipped, we are not able to cancel your order. You may contact our customer care department to receive a Return Authorization, if you decide you do not want to keep your order.