Shipments, Exchange, Return and Cancellation Policy - effective 01/01/2010

Shipments, Exchange, Return and Cancellation Policy
If you are not satisfied with merchandise shipped from our inventory (Hayward, CA, warehouse) you may return the items within 30 days of purchase after obtaining an RMA number from our Customer Service department by calling 888-854-6367 or by emailing  Items must be in new and unused condition and in original packaging.  All documentation, warranties, installation instructions (if applicable) must also be included with the return items. Restocking fees may be applicable.
Merchandise that is custom made is not eligible for returns.   Merchandise that is special order, drop-shipped from the manufacturer factory/warehouse, are subject to the return and cancellation policies adhered by the manufacturer.  This includes restocking fees as well as responsibility of return shipment charges by the customer.  Please contact us for manufacturer specific return and cancellation policies. Electronic items, such as televisions, PTAC units, appliances, etc., are not eligible for returns once the factory seal has been opened. Factory sealed electronics may be eligible for returns with manufacturer restocking fees and retun shipment charges. Please contact us for the return procedure.

Warranty Disclaimer  
Frank & Ron Hotel-Motel Supply, Inc., does not offer any guarantees or warranties, whether express or implied by operation of law or otherwise, including, but not limited to, any implied warranties of merchantability or fitness for a particular purpose. However, whenever possible, we will pass on all available manufacturer warranties. We only sell our products to customers for use in business, so we make no warranties to those defined as consumers in the Magnuson-Moss Warranty Act or the Federal Trade Commission Act. Please note that some products may not be of commercial grade or quality and may offer only retail warranties.

Limitation of Liability
Our sole liability for goods sold is limited, at our election, to the repair or replacement of goods, or repaying or crediting you for the purchase price of the goods or our fees. We will not be liable for any incidental or consequential losses, damages, or expenses directly or indirectly arising from the sale, handling, or use of any products, or from any other cause. You must submit all claims to us in writing within 30 days from date you received goods.

Receiving your shipments and damaged merchandise
The following steps must be taken when a shipment arrives:

  1. All shipments must be inspected upon delivery. Do not write “Subject to Inspection” on the delivery receipt. The merchandise must be inspected immediately in the presence of the driver.
  2. Verify the piece count. Make sure you sign for the correct number of items.
  3. Examine each carton for damage and note the condition of the carton on the delivery receipt. For example,
    look for crease marks, holes, or crushed spots on each carton
  4. If you find any discrepancies or damage, note them on all copies of the delivery receipt, then call our Customer Service Department immediately at  888-854-6367 or by emailing  When emailing please be sure to include a copy of the delivery receipt along with digital images of the damaged goods.  We will arrange to have the merchandise inspected, file a claim with the freight company, and arrange for the damaged merchandise to be removed after the claim is settled.

Concealed damage
If you should find concealed damage, do not return the merchandise. Keep it and all of the packaging material along with the cartons so they can be inspected and the liability determined. We can assist you, at our option, but you must notify us within 24 hours of delivery. Contact us for further instructions at 888-854-6367 or

NOTE: It is very important that you examine each carton in the presence of the driver at the time of delivery. A signed delivery receipt, clearly noting the damage or loss of product, is your legal documentation that the carrier either damaged or lost your product. A delivery receipt without any notations of loss or damage is the carrier’s proof that the shipment was delivered to you and that it was delivered in good condition.
Title/Risk of Loss or Damage pass to you when the merchandise is shipped. As a service to you, and at our option, we will assist you in the handling of your freight claims. Any claim for shortage or damage must be signed, with the condition of the goods noted (i.e., short, damaged, etc.), and it must be made within 24 hours after receipt of the shipment by the carrier, noting you received the goods in the condition claimed. Any damage or shortage claims received after 24 hours from the date of delivery will not be honored.