Effective Date: October 15, 2026 — Last Updated: October 15, 2026
1. In Short
Mill Supply Company stands behind what we sell. If we made a mistake we fix it, and if you no longer need an item you can ask to return it. Every return starts on our website, from the invoice.
| Question | Answer |
|---|
| Stock items (item numbers that start with M) | Within 30 days of delivery |
| Non-stock and special-order items | Within 10 days of delivery, with our approval |
| Fragile, Not Returnable and Custom Fabrication items | Cannot be returned or exchanged once the delivery is signed for |
| Damaged, defective, wrong, short or missing items | Normally no approval is needed (see sections 3 and 4). We credit you and, unless you chose a credit for short or missing items, send a replacement |
| Items you no longer need | Reviewed by Mill Supply before the return is approved |
| Restocking fee | None automatically; a fee may be set when a return is approved |
| How you are paid back | Credit on your account, or a refund to the card you paid with |
2. Two Kinds of Returns
When you start a return you choose a reason for each item. The reason decides what happens next.
- Our mistake: the item arrived defective, was damaged in shipping, was the wrong item, the quantity was short, or it was not delivered. These normally need no approval; sections 3 and 4 say when Mill Supply reviews one first.
- You no longer need it: you ordered the wrong item, changed your mind, ordered too many, or the item does not match its description. Mill Supply reviews these before they are approved.
You fill in one form. If it holds both kinds of items we file two returns, one for each kind, and give you both numbers.
3. Time Limits
Time limits count from the day the items were delivered.
- Stock items can be returned within 30 days of delivery. After 30 days every request, whatever the reason, is reviewed by Mill Supply.
- Non-stock and special-order items can be returned within 10 days of delivery, and every request for them is reviewed by Mill Supply. After 10 days they cannot be returned online; please call your salesperson.
- Labor, cutting and other service charges cannot be returned.
- An item sold by the cut length can only be returned whole.
4. Items That Cannot Be Returned After Delivery
Items marked Fragile, Not Returnable or Custom Fabrication cannot be returned or exchanged for any reason once the delivery has been signed for. Please check these items before you sign. If such an item was short or was not delivered at all, you can still report that online.
If one of these items came by a carrier or was left without a signature, Mill Supply reviews the request.
Questions about one of these items: call your sales representative, or 410-485-3343.
5. Our Mistakes: Credit and Replacement
- Damaged, defective or wrong items: we credit the item and send a replacement. Our driver collects the original item when the replacement is delivered, so please have it ready. The replacement comes with its own invoice, which the credit covers.
- Short or missing items: you choose whether we send the missing items or credit you for them. Nothing needs to come back.
- If the invoice has already been paid, our team will contact you to arrange the replacement or the credit.
6. Items You No Longer Need
Mill Supply reviews each of these requests and emails you when it is approved or denied. There is no deadline on our review, and a return never expires while it waits for us. Items must come back unused, in the condition and packaging they arrived in.
7. How Items Come Back
| Your order | How the return comes back |
|---|
| Shipped by UPS, FedEx or USPS | We email a prepaid label when the return is approved, or you can ship it yourself. A label is valid for 14 days. |
| Delivered by our truck or picked up at will call, inside our delivery area | A free truck pickup. We email you the day. |
| Outside our delivery area | We contact you to arrange it. |
| A damaged, defective or wrong item being replaced | Our driver collects it with the replacement delivery. |
8. Fees
There is no automatic restocking fee. When a return needs our approval, Mill Supply may set a restocking fee or a packaging fee as part of approving it. If it does, the fee is shown in your approval email before anything is sent back, and it is taken off the credit.
9. How You Are Paid Back
- Accounts with terms: a credit on your account.
- Orders paid by card: a refund to that card when the charge can still be refunded; otherwise a credit on your account.
For an item you no longer need, the credit is issued after the item is back with us. For our mistakes it is issued when the claim is processed.
10. How to Start a Return
To start a return, contact your account manager or customer service (see Section 12 below).
11. Dispute Resolution
If you disagree with a return decision or believe a fee was applied incorrectly, please contact customer service. We will review the dispute and respond within 1–3 business days. Unresolved disputes may be escalated to a sales manager or company officer.
B2B transactions are governed by UCC Article 2 and the terms of the customer’s account agreement. Mill Supply’s Terms and Conditions of Sale take precedence over any conflicting terms on a customer’s purchase order (UCC 2-207).
12. Contact Information
To start a return, dispute a return decision, or ask any question about this policy:
Mill Supply Co., Inc.
6210 Frankford Avenue
Baltimore, MD 21206
Phone: (410) 485-3343
Toll-Free (Orders): (800) 817-8183
Fax: (410) 325-2240
Email: sales@millsupplyco.com
13. Legal & Compliance
- UCC Article 2 — Implied Warranties. Products are warranted as fit for their ordinary purpose (UCC 2-314). Where a customer relies on our recommendation for a particular purpose, we warrant fitness for that purpose (UCC 2-315). Clearance and final-sale items are sold “AS IS” and disclaim implied warranties to the extent permitted by law.
- Hazardous materials. DOT 49 CFR governs the packaging, labeling, and shipment of hazardous materials. As a general matter we do not accept hazardous-materials returns by carrier; in-person drop-off may be permitted at our discretion.
- State disclosures. This policy is posted on our website, displayed during checkout, summarized on invoices and packing slips, and provided in account terms.
Appendix A: Manufacturer Warranty Quick Reference
| Manufacturer | Product Category | Consumer Warranty | Commercial Warranty | Covers Labor? | Claim Contact |
|---|
| Moen | Faucets / fixtures | Limited Lifetime | 5 years | No | B2B Connect portal |
| Delta | Faucets | Limited Lifetime | Limited Lifetime | No | 1-800-345-DELTA |
| Kohler | Fixtures (residential) | Limited Lifetime (faucets) | 1 year | No | Dealer / contractor |
| Kohler | Fixtures (commercial) | — | 1 year from install | No | Dealer / contractor |
| InSinkErator | Disposals (Standard) | 1–3 years | Same | Yes (in-home) | 1-800-845-8345 |
| InSinkErator | Disposals (Power) | 4–7 years | Same | Yes (in-home) | 1-800-845-8345 |
| InSinkErator | Disposals (Quiet) | 8–10 years | Same | Yes (in-home) | 1-800-845-8345 |
| American Standard | Chinaware | Lifetime | Lifetime | No | 1-800-442-1902 |
| American Standard | Mechanical parts | 5–10 years | 5–10 years | No | 1-800-442-1902 |
| American Standard | Seats / electronics | 1 year | 1 year | No | 1-800-442-1902 |
| TOTO | Electronic valves / faucets | 3 years | 3 years | Yes (auth. svc) | techsupport@toto.com |
Most manufacturer warranties cover parts only — they do not cover labor for removal, reinstallation, or service calls. Coverage varies by brand and product line; consult manufacturer documentation for unlisted brands.