Return Policy
30-day return window. We accept returns within 30 days of delivery on parts that meet the condition requirements below.
Condition requirements. To be eligible for return, the part must be:
- Unused and uninstalled — no attempted installation, even partial
- Untampered with — no cuts, broken pieces, damaged stems, compressed seals, or modifications
- In the original manufacturer packaging
- Intact and undamaged
Photo verification required. Before we authorize a return, send a clear photo showing (a) the part intact and (b) the original packaging. This is how we confirm the part is in returnable condition. Don't ship parts back before getting return authorization — unauthorized returns will be sent back at the customer's expense.
How to start a return. Email orders@cartridgeid.com with your order number, the photos above, and the reason for return. We'll send return instructions within 1 business day.
Refunds. Refunds are issued to the original payment method within 5–7 business days after we receive and inspect the return. The original shipping cost is non-refundable unless we shipped the wrong part.
Wrong part on our end? If we shipped the wrong item — meaning the part we sent doesn't match what we identified or what you ordered — we cover return shipping and send the correct part at no charge. Send a photo with the order number and we'll get the right part out fast.
Installation issues. Faucet and shower cartridges are designed for installation by licensed plumbing professionals. The installation process can damage cartridges in ways that aren't always visible — compressed O-rings, hairline ceramic cracks, marked broaches, bent mounting tabs — which means once a cartridge has been installed (or attempted to be installed), it cannot be returned regardless of whether the install was eventually successful.
Modified or cut-to-length parts. Some cartridges require field modification during installation — cutting stems to length, removing mounting tabs, adjusting fitment, or applying force during seating. These modifications are part of the installation process and are the customer's responsibility. If a part has been modified, cut, or altered in any way, it cannot be returned regardless of whether the modification was performed correctly or whether the part was the correct identification.
If you are unsure how to modify a part for your installation, consult the manufacturer's documentation or a licensed plumbing professional before proceeding. Once a part has been modified, it cannot be returned.
If something isn't fitting right. Before attempting further installation, contact us. Our specialists can often diagnose fit issues remotely — wrong cartridge family, missing trim adapter, vintage variation — and either confirm the correct part or help troubleshoot. Catching a fit issue BEFORE installation usually means we can swap the part or refund. After installation has been attempted, we usually can't.
Special-order parts. Cartridges sourced through Cartridge Tickets for a specific customer are subject to the same return policy above. Custom-machined or one-off special-order parts may be non-returnable; we'll flag any such items at quote time.
Disputed identifications after installation. If you install a part and subsequently believe it was the wrong identification, we cannot accept the part as a return. The installation process can damage cartridges in ways that prevent us from verifying whether the part was correctly identified — compressed seals, hairline ceramic fractures, marked broaches, deformed stems, and other damage that may not be externally visible. We have no way to confirm whether a returned-after-installation part was correctly identified at the time of shipping.
If you have any doubt about whether a part matches your application, contact us BEFORE attempting installation. We are happy to revisit our identification, troubleshoot fit issues remotely, and arrange a refund or replacement if a fit issue is identified before installation. After installation is attempted, we are unable to validate identification disputes.
Questions? Email support@cartridgeid.com or message us through the app.