Returns

Last updated: September 16, 2026

Need to return a product? Please review the policy below before requesting authorization. All product returns require written approval from High Vac Depot before shipment.

Read the full Return Policy | Request a return | Wrong or damaged item?

Before you request a return

• Request within 30 calendar days of delivery. Product-specific restrictions disclosed before purchase may apply.
• Wait for written authorization. If approved, ship your return within 14 calendar days after we issue your Return Merchandise Authorization (RMA).
• A 35% restocking fee applies to approved customer-error returns. Original outbound shipping and handling are not refundable, and you pay return freight.
• Items must be unused, clean, and in new, resalable condition with their original packaging and included materials. A limited fit-up exception applies to hardware and fittings.
• Some items are final sale. These include pumps, gauges, and custom fabrications. Additional exclusions are listed below.
• We respond to requests within 3–5 business days. Submitting a request does not authorize a return.

If we sent the wrong item, your shipment arrived damaged, or you need warranty service, use the separate instructions below. The customer-error return fee and unused/undamaged condition requirements do not govern those claims.

Return Policy

1. Scope

This policy governs product returns to High Vac Depot, operated by Vacuum Engineering Services, LLC. The eligibility rules, request window, and restocking fee below apply to customer-requested returns of products delivered as ordered, including items ordered in error or no longer needed.

Warranty evaluation, repair, and rebuild services are handled separately. Incorrect shipments and delivery damage are handled under the separate instructions below. Nothing in this policy limits a manufacturer’s warranty or any right or remedy that cannot lawfully be excluded.

2. Authorization and deadlines

Submit a written return request within 30 calendar days after the delivery date shown in the carrier’s delivery record, unless a different product-specific return window was disclosed before purchase. For orders delivered in separate shipments, the window is measured from delivery of the item you want to return.

All returns require an RMA. Unauthorized shipments may be refused or returned to you at your expense.

After approval, hand the authorized items to the return carrier within 14 calendar days after the RMA issue date and send us the tracking information. The carrier’s acceptance record determines whether the shipment met this deadline. The items do not have to reach the authorized return location within the original 30-day request window.

If you need more time to ship, request an extension before the RMA expires. An extension is valid only if we confirm it in writing.

3. Return eligibility

To qualify for a customer-error return, an item must:

• Be eligible for return under this policy and any product-specific restrictions disclosed before purchase.
• Be unused and in new, clean, undamaged, resalable condition, except for the limited hardware and fittings fit-up exception below.
• Include all original manufacturer packaging, inner boxes, cushioning, factory wrapping or bags, manuals, cables, fittings, accessories, and other supplied materials.
• Have intact manufacturer packaging. Opening along taped seams is acceptable; excessive tearing or cutting that prevents resale may make the item ineligible.
• Match the items and quantities authorized on the RMA.

Our products come from multiple manufacturers and suppliers. A different return window or final-sale restriction applies only when it was disclosed on the product page or in a written quotation or agreement before purchase. We will not introduce an undisclosed manufacturer restriction or additional restocking fee after purchase.

4. Non-returnable items

The following are not eligible for customer-error returns:

• Pumps and gauges.
• Custom fabrications, including custom hoses, flanges, fittings, chambers, and other items made or modified to order.
• Special-order, non-stock, configured, or manufacturer-restricted products identified as non-returnable before purchase.
• Oils, greases, and liquid sealants once the original seal on the bottle, tube, jar, or other container has been broken.
• Items used in service, exposed to process materials, contaminated, damaged, incomplete, or otherwise not resalable.

Final-sale status does not prevent you from reporting an incorrect shipment, delivery damage, or a possible warranty issue, or from exercising rights provided by applicable law.

5. Hardware and fittings fit-up exception

Standard, otherwise returnable hardware and fittings may be considered for return after a fit-up check if you ordered the wrong size. They must not have been used in service and must remain clean and free of contamination, debris, dirt, grease, process residue, scratches, and other surface blemishes.

Items installed in a process, exposed to vacuum service, or contaminated are not eligible. Include photos showing the item’s condition and connection surfaces with your request. This exception does not apply to custom fabrications or other final-sale items. The normal return deadlines, packaging requirements, restocking fee, and freight charges still apply.

6. Restocking fee and refund amount

Approved customer-error returns are subject to a 35% restocking fee, calculated on the amount actually paid for the returned items after discounts, excluding taxes, shipping, and separately stated charges. Original outbound shipping and handling are not refundable. You are responsible for return freight.

Any refundable sales tax will be adjusted as required by applicable law. We will not add a separate credit card processing fee to the restocking fee.

The 35% restocking fee does not apply when High Vac Depot shipped the wrong item or supplied an item that does not match the order. Delivery-damage and warranty matters are handled under their applicable procedures.

7. Return packing, freight and transit risk

For products delivered as ordered, you must prepay return shipping using a trackable service. Use UPS Ground, FedEx Ground, or a comparable trackable parcel service. Freight items must use the freight class and service specified in the RMA, consistent with the original shipment where appropriate.

Pack products securely with their original manufacturer packaging and adequate protective outer packaging. Follow any additional instructions on the RMA. Do not place shipping labels or write directly on manufacturer packaging unless we specifically instruct you to do so.

For customer-error returns shipped on your carrier account, you bear the risk of loss or damage until the authorized return location receives the items. Insurance is your choice. We cannot issue a return credit for items that are lost or arrive damaged in return transit; you are responsible for pursuing a claim with your carrier. This does not limit any rights provided by applicable law.

8. Inspection and refunds

Within five (5) business days after the authorized return location receives your items, we will complete the inspection and issue any approved refund to the original payment method. For an unpaid approved purchase-order account, we will instead apply the appropriate credit to the original invoice.

Inspection is included in this five-business-day turnaround. Your bank or payment provider may take up to ten (10) additional business days to post the refund to your account.

We may decline a return if the items do not match the RMA or are used, contaminated, incomplete, damaged, inadequately packed, or otherwise ineligible under this policy. If inspection identifies a problem, we will notify you within the same five-business-day period and explain the reason. Any alternative refund arrangement requires your agreement. If you request that declined items be shipped back to you, you are responsible for that freight; we will confirm the arrangements with you first.

9. Exchanges and replacement purchases

For an item ordered in error, an exchange is handled as an authorized return and a separate purchase of the replacement item. The return remains subject to this policy, including the 35% restocking fee and applicable freight. Purchasing a replacement does not automatically waive those charges. This process does not apply to correcting an item that High Vac Depot shipped incorrectly.

Wrong, damaged or defective items

If we shipped the wrong item

If an item does not match your order, contact [email protected] promptly with your order number, a description of the issue, and available photos of the item, its label, and the packaging. Do not use or return it before receiving instructions.

Once we confirm the shipping error, we will arrange and pay for any required return freight and will not charge a restocking fee. We will coordinate a correct replacement or a refund for the affected item. If the resolution is a refund, it will include the outbound shipping and handling attributable to that item. We will confirm the remedy and instructions in writing.

If your shipment arrived damaged

Inspect shipments on receipt, including freight, and inspect for visible damage before signing the delivery receipt. Note visible damage on the carrier paperwork and refuse the damaged shipment when practical. Keep the packaging and report visible damage promptly.

Report concealed damage in writing within seven (7) business days after delivery to [email protected]. Include your order number and available photos of the carton, shipping label, packing materials, and damaged item. You do not need to meet the customer-error return photo count or certify that a damaged item is undamaged.

If the shipment was billed to your carrier account, you are responsible for filing the carrier claim, and we will provide available supporting order information. If it was billed to our carrier account, we will assist with the claim and, where the claim is accepted, arrange a replacement or refund at our option, subject to applicable law. Late reports may prevent a successful carrier claim and may result in denial of that claim. See Section 26 of our Terms and Conditions for the shipment-damage provisions.

If you need warranty evaluation, repair or rebuild service

Email [email protected] with your order number, product information, serial number if applicable, and a description of the issue. We will provide instructions. Manufacturer warranty terms govern warranty eligibility and remedies; the 30-day customer-error return window and 35% restocking fee do not govern warranty claims. Do not ship an item for evaluation or service without written instructions.

Policy changes and questions

The Return Policy in effect when you placed your order applies to that order. Later changes apply to future purchases and do not retroactively change an earlier order’s return terms.

Business days are Monday through Friday, excluding United States federal holidays. This policy is incorporated into our Terms and Conditions.

Questions? Email [email protected].

Request a return

Complete the return request form below. Have your order number, the email address used for your order, and the SKU or part number and quantity of each item ready. If you select “Entire order,” we will review each item for eligibility under this policy.

For a customer-error return, include at least three clear photos of the packaging and at least three clear photos of the products. Show the outer carton, shipping label, manufacturer packaging, product identification, and condition. Add more photos when needed to show every item in a multi-item request.

We will respond within 3–5 business days with approval, denial, or a request for additional information. Missing information may delay review. The date we receive your initial written request identifying the order and items determines whether you met the request deadline; time spent reviewing your request does not shorten the shipping period after approval.

Submitting this form does not authorize a return. If approved, we will send an RMA number, the authorized items and quantities, the applicable charges, the return address, and packing and shipping instructions. Ship only to the address on the RMA, which may be a manufacturer or supplier location. A request acknowledgment is not an RMA.

If you need help using the form, email [email protected] with your order number, the items and quantities, the reason for the return, and supporting photos. Do not send credit card information.