Equipment and Parts Return Policy

What is the IMER USA Direct return policy?

Returns and refunds of IMER Equipment and Parts are usually handled on an individual customer basis since return circumstances are not always identical and our current return rate is BELOW a 1/4%. 

RULE # 1 - Make sure you are selecting the proper item before your purchase.

RULE # 2 - If you are not sure, call, text, or email us and ask questions before you purchase. 

For sales made by IMER USA Direct there are 3 categories of returns which are shown below. The amount of a refund is determined by which category the return request falls into below and is for NEW - UNUSED Parts and Equipment Only.     USED Equipment or Parts are not eligible for a return unless there are special circumstances. 

  1.  Equipment Returns - IMER Group Warehouse - Southlake, TX
  2.  Stock Parts Returns - IMERUSA Direct Warehouse - West Haven, CT 
  3.  Warehouse Parts Returns. - IMER Group Warehouse - Southlake, Texas

The general return policy for the IMER Group Corp Main Warehouse in Southlake Texas is return freight and shipping prepaid by the customer and a 20% restocking fee if the return is after 120 days from the date of purchase and delivery. So that means a full refund is available for new, undamaged,  items returned to the IMER Warehouse within 120 days. This policy can be verified at the link below.

Returns - IMER Group | USA (imerusa.com)   

( this Policy applies to IMER dealers only and who are accepting a return from a customer. IMER Products must be retuned thru the IMER Dealer from who it was purchased.  )

So it is necessary for IMER USA Direct to follow that exact same policy as a baseline, especially for purchases that fall into categories 1 and 3 above.

IMER USA Direct will do our best to work with each customer and with their situation to reach a speedy resolution to their return request.  However IMER USA Direct cannot deviate from the IMER Group policy and provide a complete refund if the return of the new equipment is over 120 days and the IMER Group Corp warehouse is then going to charge us 20%. To get a full refund the customer must pay the return shipping cost back to the IMER Warehouse in Texas within 120 days from the date of delivery. 

So if a return is made within 120 days of purchase you will be only responsible for the cost of the freight and shipping to return your item to the IMER Group main warehouse in Southlake Texas or IMER USA Direct in West Haven, CT.

Once the IMER equipment or part is returned undamaged and in new condition then, and only then, will a refund will be issued for the calculated dollar amount. 

If you paid by credit card it is 99% likely the refund will be sent back onto your card.  This can take 3 to 5 days and we are not responsible for that time frame delay as it is determined by the credit card processing company.  If you paid by check or wire transfer, a cashiers check will be issued and sent by USPS Priority Mail for the refund amount.   

We appreciate your understanding for the return policy rules and strive to give the best customer service possible.