Refund policy

Last updated: September 16, 2025

We want you to be confident in your purchase. If something isn’t right, we’re here to help.

30-Day Return Window

You have 30 days from the date you receive your item to request a return.

To be eligible, your item must be in the same condition you received it: unused, uninstalled, unmodified, with all original packaging and materials included. A receipt or proof of purchase is required.

How to Start a Return

Email charlie@bassettmapleco.com with your order number, photos (if applicable), and reason for return. If your return is approved, we’ll issue an RMA and send return instructions (and a prepaid label if applicable).
Items returned without prior approval (RMA) will not be accepted.

Return to:
Bassett Maple Co.
14324 172nd Ave
Grand Haven, MI 49417

Damages & Order Issues

Please inspect your order upon delivery and contact us immediately at charlie@bassettmapleco.com if an item is defective, damaged, or incorrect so we can make it right.

  • Freight/LTL deliveries: Note any visible damage or missing cartons on the delivery receipt/BOL before signing and photograph packaging and contents. This helps us file claims and expedite a resolution.
Exceptions / Non-Returnable Items

For safety, sanitation, and regulatory reasons, some items aren’t eligible for return:

  • Used or installed equipment (including evaporators, pans, valves, fittings) that has been fired, connected to fuel, or shows signs of use.
  • Custom or made-to-order products, special orders, or personalized items.
  • Consumables (gaskets, sealants, gasket material by the foot, filters, food-contact tubing) once opened.
  • Hazardous materials (flammable liquids/gases) and items with fuel residue.
  • Final sale/clearance items and gift cards.

If you’re unsure whether your item qualifies, please email charlie@bassettmapleco.com before purchasing or returning.

Exchanges

The fastest way to get what you want is to return the item (if eligible). Once the return is accepted, place a new order for the replacement item.

Return Shipping & Restocking
  • If the return is due to our error (wrong item, defect out of the box), we’ll provide a prepaid label. 
  • For all other returns (fit, preference, ordered wrong size), you’re responsible for return shipping.
  • A restocking fee of up to 10% may apply to cover inspection, repackaging, and processing for non-defective returns. Items not returned in original, resaleable condition may incur additional refurbishment deductions or be declined.
Refunds

We’ll notify you after we receive and inspect your return. If approved, a refund will be issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If it’s been more than 15 business days since your return was approved and you haven’t seen a refund, contact us at charlie@bassettmapleco.com.

Questions?

We’re happy to help. Email charlie@bassettmapleco.com with any return or product questions before you order or return an item.