Return Policy

1. Scope of This Policy

This Return Policy governs returns, exchanges, refunds, cancellations, refused shipments, damaged shipments, defective products, restocking fees, return shipping charges, and related customer obligations for orders placed with Liberty Flagpoles.

This policy applies together with our Shipping Policy and Terms of Service. In the event of a return-related question or dispute, this Return Policy controls unless otherwise required by law or expressly modified by Liberty Flagpoles in writing for a specific order.

2. RMA Requirement

No return will be accepted without a valid RMA issued by Liberty Flagpoles.

To begin the return process, email sales@libertyflagpoles.com with your order number, contact information, reason for the return request, and any requested photos or documentation.

We may require multiple photographs, packaging photos, label photos, proof of damage, proof of condition, or other documentation before approving a return, exchange, claim, or refund request. Customer cooperation is required as part of this policy.

3. Return Window

Our standard return window is 30 calendar days from the date of purchase, unless a different period is stated in writing for a specific item or unless otherwise required by law.

If more than 30 days have passed since your purchase, we may decline the return, exchange, or refund request.

Requests involving shipping damage, shortages, or product discrepancies must also comply with the shorter reporting deadlines stated in this policy and in our Shipping Policy.

4. Basic Eligibility for Returns

To be eligible for a return, an item must generally be:

• unused
• uninstalled
• in the same condition in which it was received
• in the original packaging
• returned with all original parts, accessories, hardware, and included components

Returned merchandise that is used, installed, altered, scratched, damaged, incomplete, improperly packaged, or not in resalable condition may be denied, subject to a reduced refund, or returned to the customer at the customer’s expense.

5. Proof of Purchase

To complete a return, exchange, or refund request, we require proof of purchase, such as an order number, receipt, invoice, or other order documentation sufficient to identify the transaction.

6. Delivery Inspection and Damage Reporting

All orders must be inspected immediately upon delivery.

Visible loss, visible damage, or missing parts apparent at delivery must be noted at the time of delivery. For freight shipments, this includes notation on the delivery receipt, POD, or BOL as described in our Shipping Policy.

If you discover damage, shortages, product discrepancies, or other delivery-related issues, you must contact Liberty Flagpoles immediately.

We cannot honor requests for shipping damage, shortages, or product discrepancies that are not reported within 5 calendar days of delivery.

For any damage or discrepancy claim, you may be required to:

• retain all packaging and labels
• take clear photographs of the product, packaging, and labels
• make the shipment available for inspection
• cooperate with our support team and, where applicable, the carrier

Failure to comply with these requirements may result in denial of the claim, exchange, or refund request.

7. Non-Defective Parcel Returns

All non-defective residential / parcel returns and customer-requested parcel-order cancellations are subject to a 10% restocking fee plus actual shipping costs.

This category generally includes items that ship through standard parcel carriers such as UPS or USPS.

If Liberty Flagpoles offered free shipping or subsidized shipping on a parcel order, that shipping subsidy is not refundable and may be deducted from any refund, to the extent permitted by law.

8. Commercial Grade Poles and Freight / LTL Returns

This refers generally to any one-piece pole or other item that ships by freight truck / LTL. Please review our Shipping Policy for additional freight terms and customer responsibilities.

All freight deliveries are handled by independent third-party freight companies. We will assist when reasonably possible, but freight carriers are not under our control. Customer-caused freight charges, including storage fees, redelivery fees, reconsignment fees, rerouting charges, terminal handling fees, and return freight charges, are the customer’s responsibility.

If you decide to cancel, return, or refuse delivery of an undamaged freight-shipped pole or other freight item, the order may be treated as a return or refused delivery and may be subject to:

• the 50% restocking fee
• outbound freight charges
• return freight charges
• storage fees
• redelivery fees
• reconsignment or rerouting fees
• terminal handling fees
• other non-refundable carrier charges

If Liberty Flagpoles issues a refund in connection with a customer-requested return, refused undamaged shipment, or customer-caused failed freight delivery, the refund will be reduced by the actual charges incurred in connection with that order, including but not limited to restocking fees, outbound freight, return freight, storage fees, redelivery fees, rerouting fees, reconsignment fees, terminal handling fees, and other non-refundable carrier charges, to the extent permitted by law.

Where Liberty Flagpoles has subsidized shipping or absorbed a portion of the freight cost, that shipping subsidy is not refundable and may be deducted from any refund or may remain separately due under our posted policies, to the extent permitted by law.

Be sure to provide a phone number you can be reached at. Freight carriers typically call before delivery and must be able to contact you to schedule delivery. Failure to cooperate with scheduling may result in carrier charges for which you are responsible.

9. Non-Returnable or Restricted-Return Items

Unless otherwise required by law or expressly approved by Liberty Flagpoles in writing, the following items may be non-returnable, final sale, or subject to special return restrictions:

• custom products
• special-order products
• made-to-order products
• anodized products
• powder-coated products
• configured or modified products
• used or installed items
• items not in original packaging
• items returned incomplete or damaged after delivery for reasons not attributable to Liberty Flagpoles or the carrier
• items returned without an RMA

If a product falls into one of these categories, Liberty Flagpoles may deny the return, exchange, or refund request or approve it only on limited terms.

10. Cancellations

Order cancellations are subject to the status of the order at the time the cancellation request is received.

If an order has not yet entered fulfillment, manufacturing, coating, or carrier tender, we may be able to cancel it with reduced or no charge, depending on the circumstances.

If an order has already entered fulfillment, production, coating, customization, freight preparation, or has otherwise left the station, cancellation may not be possible without charge and may instead be treated as a return, refused shipment, or order subject to incurred costs.

Customer-requested cancellations of parcel items may be subject to the 10% restocking fee plus actual shipping costs. Customer-requested cancellations of freight / commercial one-piece items may be subject to the 50% restocking fee plus actual shipping costs and any other actual charges incurred.

This section does not override any rights the customer may have under applicable law if Liberty Flagpoles fails to ship as required.

11. Refused Shipments

Refusing an undamaged shipment is not the same as cancelling an order.

If you refuse an undamaged shipment, or refuse delivery without carrier-documented damage or material shortage, the shipment may be treated as a refused delivery or return under this Return Policy and our Shipping Policy.

In such cases, any refund issued may be reduced by all actual charges incurred, including restocking fees, outbound shipping, return shipping, storage, redelivery, reconsignment, rerouting, terminal handling, and other non-refundable carrier charges, to the extent permitted by law.

12. Exchanges for Defective or Damaged Items

We may replace eligible items if they are defective or damaged, subject to inspection, documentation, and approval by our support team.

If you believe your item is defective or damaged, email sales@libertyflagpoles.com with your order number and supporting photos. Do not ship the item back until we have reviewed the issue and issued return instructions if needed.

Approval of an exchange request depends on the facts of the claim, product condition, documentation provided, timing of the report, compliance with delivery inspection requirements, and any applicable carrier procedures.

13. Return Shipping and Return Address

Unless otherwise required by law or expressly approved by Liberty Flagpoles in writing, the customer is responsible for paying return shipping costs.

Shipping costs are non-refundable. If a refund is issued, return shipping costs and other applicable charges may be deducted from the refund.

Please do not send your return to the manufacturer.

After approval and issuance of an RMA, approved returns should be sent to:

Some items will have different return addresses and will be detailed when you request an RMA. If you are returning an item with a value over $75, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item, and Liberty Flagpoles is not responsible for items lost or damaged in return transit. You are responsible for filing a claim with your shipper of choice if this happens.

14. Refund Review and Processing

Once your approved return is received and inspected, we will notify you by email that we have received it and will notify you whether the refund is approved or rejected.

If approved, the refund will be processed to the original method of payment unless otherwise agreed in writing. Refund timing may vary depending on payment method, bank processing, and card-issuer timelines.

Refunds are not automatic. Refunds must be requested, approved, and processed according to this policy.

15. Late or Missing Refunds

If you have not received an expected refund, please first:

• check your bank account again
• contact your credit card company, as posting delays can occur
• contact your bank, as additional processing time may apply

If you have completed those steps and still have not received your refund, contact sales@libertyflagpoles.com.

16. Customer Cooperation Requirement

As a condition of any return, exchange, refund, shipping-damage review, shortage claim, or product-discrepancy review, the customer must cooperate with Liberty Flagpoles and, where applicable, the carrier.

This includes, without limitation:

• providing requested photos and documentation
• preserving packaging and labels where required
• making the product or shipment available for inspection where required
• responding promptly to support-team instructions
• following all RMA and carrier procedures

Failure to cooperate may result in denial of the return, exchange, refund, or claim request.

17. Gifts

If an item was marked as a gift when purchased and shipped directly to you, and the return is approved, you may receive a gift credit for the value of the approved return.

If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, any approved refund will generally be issued to the original purchaser or original payment method.

18. Chargebacks and Payment Disputes

Documentation Liberty Flagpoles may submit in response to a chargeback or payment dispute includes, without limitation:

• this Return Policy
• our Shipping Policy
• our Terms of Service
• checkout records and policy acceptance records
• product-page disclosures
• quotes, invoices, and order confirmations
• tracking records and signed delivery documents
• carrier notes, timestamps, delivery photos, and geolocation records
• customer emails, texts, and call records
• damage claim records and customer-submitted photos
• records showing customer failure to comply with return, delivery, inspection, or documentation requirements

If a chargeback is filed over an amount that remains properly due under our posted policies, Liberty Flagpoles reserves all rights to contest the chargeback and to seek recovery of unpaid amounts to the extent permitted by applicable law and payment-platform rules.

19. Questions Before You Buy

If you have any questions about return eligibility, freight return fees, restocking fees, shipping deductions, custom products, coated products, or cancellation timing, contact us before placing your order.

One-piece poles and freight shipments are not Amazon returns. Ask first, buy smart, and avoid the circus later.

20. Customer Acknowledgment

By purchasing from Liberty Flagpoles, you acknowledge and agree that:

• you have read this Return Policy
• you understand that an RMA is required before a return
• you understand the applicable return windows and reporting deadlines
• you understand that restocking fees and shipping-related deductions may apply
• you understand that freight / one-piece commercial poles are subject to more restrictive return terms
• you accept responsibility for the customer-side obligations described in this policy

Nothing in this policy is intended to waive rights or obligations that cannot be waived under applicable law, but to the fullest extent permitted by law this policy governs return-related terms of your transaction.

21. Contact Information