Returns & Refunds
Covered claims only: damaged in transit, defective, or materially not as described.
What is covered
Liquidation stock is sold as described and as-is. What that means in practice is that we stand behind the description, the condition and the stated count, and we do not stand behind a change of mind.
If a load arrives damaged, if it is defective, or if it is materially not what the listing said it was, that is a covered claim and we will make it right. If you simply decide you would rather have bought something else, that is not.
- Covered
- Damaged in transit, defective, or materially not as described
- Not covered
- Change of mind, resale performance, or a load that met its description
- Transit damage window
- 48 hours from delivery, noted on the bill of lading
- Defect or not-as-described window
- 30 days from delivery
- Return freight on a covered claim
- Paid by A&E Pallet Sales
- Restocking fee
- None, ever
- Refund method
- Original payment method
- Refund timing
- 5 to 10 business days after the claim is approved
If the load arrives damaged
Transit damage has to be caught at the tail of the truck. Note the damage on the bill of lading before the driver leaves, photograph the load while it is still on the truck or on the dock, and send both to us within 48 hours of delivery.
That notation is what allows a freight claim to be filed at all. Without it the carrier has a signed clean receipt saying the goods arrived in good order, and there is nothing to claim against.
Once we have the notation and the photographs we handle the carrier claim. You do not deal with the freight company.
If the count is short
Counts on a liquidation load are stated as approximate ranges, because a mixed load is built from live surplus rather than packed to a fixed bill of materials. Small variance is normal and is priced into the load.
If the delivered quantity is more than 10 percent below the stated count on the listing, that is a covered claim. Tell us within 30 days with a count and photographs and we will resolve it by partial refund or replacement.
We measure a shortage against the stated count on the listing. We do not measure it against a manifest, because these loads are sold unmanifested and no manifest exists.
Making a claim
Tell us
Email sales@aepalletsales.com within the window with your order number, what is wrong, and photographs. For transit damage, include the noted bill of lading.
We assess
We respond within one business day. Most claims are resolved on the photographs alone, without anything going back.
We settle
Repair, replacement, partial refund or full refund, whichever fits. If a return is needed we arrange and pay the freight.
Other terms
Do you accept change-of-mind returns?
No. Liquidation loads are bought and shipped as single lots and the freight economics do not survive a round trip. Please read the listing, the condition and the stated count before you order, and ask us anything you are unsure about first.
Is there a restocking fee?
No. We do not charge one on any claim, ever.
Who pays return freight?
We do, on a covered claim. There is no cost to you.
Do you offer exchanges?
No. Covered claims are settled by repair, replacement, partial refund or refund. Double freight on an oversized lot wipes out the value of the load for both of us.
Should I ever send goods to the manufacturer?
No. Never return liquidation stock to the original manufacturer or retailer. Contact us and we will direct the claim.
Can I cancel before it ships?
Yes. Cancel any time before dispatch at no cost and we will refund in full.
Something wrong with a load?
Send the order number and photographs and we will come back within one business day.