Policies & Guidelines
BlueRidge products are sold subject to the Limited Warranty and other provisions set forth in our Terms & Conditions. The following policies and guidelines apply to damaged, defective, and returned merchandise.
When you receive your merchandise, please open all boxes immediately and inspect the contents. Shipping damage must be reported to BlueRidge within 2 business days after you receive your order.
Buy & Hold Policy
If you purchased a system from us and asked us to hold it for future shipment, please see our Buy & Hold Policy for details about that program.
Shipping Damage
If you receive damaged goods, you must notify both BlueRidge and the carrier (UPS, FedEx, USPS, freight carrier, etc.) within 2 business days after receiving the shipment.
If the packaging is visibly damaged when it arrives, refuse the shipment whenever practical. If you accept the shipment, note the visible damage on the carrier's proof-of-delivery document before signing.
Depending on the product and method of shipment, it may be necessary for you to work directly with the carrier. Many freight carriers require damage claims to be initiated or documented by the person who received the shipment.
Concealed or non-visible damage must also be reported to BlueRidge and the carrier within 2 business days after delivery.
Once you have notified us, we will provide instructions for handling the damaged merchandise. Please do not return damaged products to BlueRidge without contacting us first.
Returns
BlueRidge accepts returns of eligible products within 30 days after you receive the item. Products that are not eligible for return will be identified as such on the applicable product page.
All authorized returns must include:
- Your name
- Your BlueRidge Order ID
- A brief description of the reason for the return
Returned products must be unused, in sellable condition, and in the original manufacturer's packaging. Products must also be packed securely to prevent damage during return shipment.
Return Address
BlueRidge Company
Returns Department
17420 Vashon Hwy
Vashon, WA 98070
Please note: USPS packages cannot be accepted at this address.
A standard 25% restocking fee applies to returns. Original shipping charges, return shipping charges, and shipping costs incurred by BlueRidge are not refundable. If an item was originally shipped free freight, BlueRidge's actual outbound freight cost will be deducted from the return credit.
Refunds will not be issued for products returned more than 30 days after delivery or for products that are used, damaged, incomplete, or otherwise not in sellable condition.
Tubing Layouts & Design Services
Tubing layouts are provided free of charge at the customer's request with the purchase of PEX tubing and manifolds.
If the tubing and manifolds are later returned after the design has been provided, BlueRidge's standard square-footage design charge will be deducted from the refund. This deduction is in addition to applicable restocking fees and outbound shipping deductions.
Non-Returnable Products
The following products are not eligible for return:
- Electrical and electronic products, including thermostats, relays, and electrical components
- Insulation products
- Used or assembled products
- Prefabricated or assembled pump distribution panels and similar systems
- Non-listed or specially quoted products
- Products without published prices on the BlueRidge website
- Special-order products
- Products shipped by truck freight
Truck Freight Products: Products such as boilers, water heaters, solar collectors, radiators, and other items shipped by truck freight may not be returned. If such a product is defective, repair or replacement will be handled under the applicable manufacturer warranty.
All sales of electrical parts are final. BlueRidge does not accept returns of electrical parts under any circumstances.
Prefabricated Systems
Cancellation of a prefabricated system after the order has been placed will be treated as a returned order, and all applicable restocking fees will apply.
Defective Products
If you believe a product is defective, please contact BlueRidge immediately. Do not return a product without first receiving return instructions from us.
Depending on the product, BlueRidge or the manufacturer may inspect or test the merchandise. If BlueRidge or the manufacturer determines that the product is defective, the product may be repaired, replaced, or refunded in accordance with the applicable manufacturer's warranty and the policies in effect at that time.
When a warranty claim is handled directly by the manufacturer, BlueRidge does not pay shipping costs associated with the manufacturer's warranty process.
In some cases, a manufacturer may ask BlueRidge to assist with a warranty replacement. When this occurs, we will assist the customer and manufacturer with the process.
BlueRidge Company does not reimburse labor, service, installation, removal, diagnostic, or other contractor costs associated with defective products unless BlueRidge has provided explicit prior written authorization.
Manufacturer Warranties
BlueRidge sells products manufactured by third parties. These manufacturers or suppliers may provide their own warranties covering their products.
For products originally purchased from BlueRidge, we will assist customers in contacting the applicable manufacturer or supplier regarding warranty repair or replacement when appropriate.
Building Codes, Ordinances & Installation
It is the customer's responsibility to determine and comply with all applicable local building codes, ordinances, permit requirements, and installation requirements.