Online Store Return Policy

How to Start an Online Return

Before returning any item, please contact Innovative Solutions CRTE, Inc. to request a Return Merchandise Authorization, also known as an RMA. Please include your order number, invoice number if available, product name, reason for return, and photos if the item is damaged or incorrect.

• Email:returns@innovativecrte.com
• Subject line suggestion: Return Request – Order #[Your Order Number]
• Do not ship a return back until CRTE has issued return instructions.

Return Shipping Address

Once your return is approved, CRTE will provide return instructions. Unless otherwise directed, approved returns may be sent to:

Innovative Solutions CRTE, Inc.
101 Alexander Ave, Suite 2
Pompton Plains, NJ 07444

Please include the RMA number with the return shipment and pack the item carefully to reduce the risk of damage in transit.

General Online Return Conditions

• Eligible online store returns should be requested within 30 days of delivery.
• Products must be unused, in original packaging, and include all components, manuals, accessories, and documentation.
• A valid CRTE online order confirmation, invoice, or proof of purchase is required.
• Returned items are inspected before any refund, credit, or exchange is issued.
• Original shipping charges, freight costs, special handling charges, liftgate fees, insurance, and related delivery fees may be non-refundable.
• Return shipping costs are the customer’s responsibility unless the return is due to an error by CRTE or otherwise approved in writing.

Non-Returnable or Restricted Items

Some items may not be eligible for return or may require special approval. This includes, but is not limited to:

• Custom-built equipment packages or configured bundles.
• Capital equipment, special-order items, or products prepared specifically for a customer order.
• Clearance, closeout, used, refurbished, pre-owned, or open-box items unless otherwise approved in writing.
• Products showing signs of installation, use, damage, missing parts, missing packaging, or modification.
• Software, subscriptions, licenses, registrations, or digital items once activated, issued, registered, or delivered.
• Consumables that have been opened, partially used, contaminated, expired, or removed from sealed packaging.

Consumable Products

Some products sold through the online store are consumables, including items such as welding wire, coolant, adhesives, tips, caps, nozzles, rivets, and other shop supplies.

• Consumables may only be returned if unused, unopened, and in original packaging.
• Opened or partially used consumables cannot be returned or refunded due to safety, quality, and traceability concerns.
• Consumables must be returned in resalable condition unless the return is due to a verified CRTE shipping or fulfillment error.

Refunds and Processing Time

After an approved return arrives at our warehouse, CRTE will inspect the item before issuing any refund, exchange, or credit. Inspection may include verifying condition, packaging, serial numbers, components, accessories, and original purchase information.

• Refunds are typically processed within 15 business days after the returned product arrives and passes inspection.
• Online credit card purchases are typically refunded to the same card used for purchase when possible.
• Orders paid by check, cash, ACH, wire, or other methods may be refunded by company check or account credit.
• CRTE reserves the right to issue a refund by company check or account credit when appropriate.
• Refunds may be reduced by restocking fees, missing components, damage, shipping charges, or other costs when applicable.

Restocking Fees

A restocking fee may apply to returns that are not due to an error by CRTE. Restocking fees may vary based on product type, condition, packaging, manufacturer restrictions, order type, and whether the item must be inspected, repackaged, retested, or returned to inventory.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, incomplete, or missing items, please contact CRTE as soon as possible. Include your order information, photos of the shipment, packaging, labels, and the item condition so our team can review the issue.

For freight shipments, visible damage should be noted with the carrier at the time of delivery whenever possible. Please keep all packaging until the issue has been reviewed.

Custom Bundles and Capital Equipment

Custom bundles, configured equipment packages, capital equipment, special-order items, open-box items, used/refurbished items, clearance items, and certain manufacturer-controlled products may have separate or additional return restrictions.