Exchanges, Returns, and Refunds

Due to the nature of most plumbing products and for sanitary reasons, all sales are final unless a return authorization is obtained within 14 days of purchase. A return authorization may be obtained by contacting us. If there are questions about the compatibility of the product being ordered, please contact us first.

Please inspect the item within 14 days of delivery. If there is an issue with the order or we have made a mistake, please contact us for an exchange. Any exchange requests that are not due to an issue with the order will be evaluated on a case by case basis due to the nature of plumbing products.

If a return or refund request is made before an order is processed, a full refund minus a 4% processing fee to cover credit card processing expenses will be provided.

If a return or refund request is made after an order is processed, a return authorization must be processed. Upon being processed, returns must be returned, by the buyer, in new and unused condition in the original packaging. Return shipping will be paid for by the buyer unless otherwise authorized. There may be up to a 25% restocking fee for an approved return. Additional fees may be charged if the item is not returned in new or unused condition or if accessories are missing or damaged. Shipping charges for the original order are not refunded.

Once the item has been received, it will be inspected within ten (10) business days and if authorized or approved after inspection, a refund will be issued within five (5) business days. If more than 15 business days have passed after we have received the item, please contact us via email. Additionally, note that your bank, credit card, or financial institution may require additional time to release funds after we authorize and complete a refund.

Unauthorized returns will NOT be refunded and will NOT be sent back at Okala Plumbing Supply’s expense. If the customer refuses to pay for the return shipping on an unauthorized return, a refund will NOT be granted for the unauthorized returned product or for shipping expenses incurred