Onyx HERO 25 Gallon Wet Dry Vacuum - R25

You can typically expect your items to arrive within 5-9 business days, depending on your location and product availability.

Effective Date: February 7, 2026

1. Overview (Quick Reference)

• Return Window: 30 days from delivery
• Product Condition Accepted: New (unused, unassembled, original packaging) for change-of-mind returns; any condition for defective, damaged, or incorrect items
• Return Method: By mail/freight (UPS, FedEx, USPS, or LTL freight carrier)
• Return Shipping Cost: Customer pays for change-of-mind returns; Centra Supply pays for defective, damaged, or incorrect items
• Restocking Fee: 15% for change-of-mind returns only; 0% for defective, damaged, or incorrect items
• Refund Processing Time: Up to 7 business days after we receive and inspect the returned item.
• Refund Method: Original payment method
• Exchanges: Accepted for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Centra Supply website located at centrasupply.com ("Website") and shipped to customers within the United States (all 50 states).

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

• Email: support@centrasupply.com
• Phone: +1 (630) 634-7281
• Address: 339 E Parkview Ave, Elmhurst, IL 60126, United States
• Hours: Monday to Friday, 9:00 AM to 5:00 PM CST

4. Return Eligibility

Customers may return products within 30 days of receipt, subject to the conditions below. We accept returns for both defective and non-defective products.

4.1 Conditions for Return

• For Non-Defective Returns (Change of Mind): The item must be unused, unassembled, and in the same condition that you received it, in its original packaging with all accessories, manuals, and components included.
• For Defective, Damaged, or Incorrect Returns: Items are accepted regardless of condition. Please provide photos or videos documenting the defect or damage.
• Proof of Purchase: A valid order number or receipt is required for all returns.

5. Return Process

5.1 Initiating a Return

• Contact Customer Service at support@centrasupply.com or +1 (630) 634-7281 within 30 days of receiving your order. Provide your order number and the reason for the return.
• After reviewing your request, we will provide return instructions and a Return Merchandise Authorization (RMA) number. Do not ship items back without prior authorization.
• Please note that change-of-mind returns are subject to a 15% restocking fee, which will be deducted from your refund. This restocking fee applies to change-of-mind returns only.

5.2 Preparing Your Return

• Securely pack the item in its original packaging with all accessories, manuals, and components included.
• Include the return authorization form and any supporting documents or images.
• For change-of-mind returns, the customer is responsible for providing and paying for return shipping. For defective, damaged, or incorrect items, Centra Supply will provide a prepaid return label.

5.3 Shipping the Return

• Return by mail or freight using a trackable shipping method (UPS, FedEx, USPS, or an LTL freight carrier for large equipment).
• Ship the item within 7 days after receiving your return authorization.

6. Return Shipping Costs and Fees

• Return Shipping (Change of Mind): The customer is responsible for return shipping costs.
• Return Shipping (Defective, Damaged, or Incorrect Items): Centra Supply covers return shipping costs.
• Restocking Fee: A 15% restocking fee applies to change-of-mind returns only. No restocking fee applies to defective, damaged, or incorrect items.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products)

Items must be unused, unassembled, and in original packaging, and the return must be requested within 30 days of receipt. A refund will be issued to the original payment method, minus the 15% change-of-mind restocking fee. Return shipping is the customer's responsibility.

7.2 Defective or Damaged Goods

Contact us within 5 business days of delivery for items that arrive damaged, or within 30 days for defects discovered later. Provide photos or videos of the defect or damage. We will offer a replacement or a full refund. No restocking fee applies, and we cover return shipping costs.

7.3 Incorrect Product Received

Inform us immediately upon receipt. We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.

7.4 Product Never Arrived

Contact us if your product does not arrive within the estimated delivery time of 5–9 business days from the date of purchase. We will investigate with the carrier. If the product is confirmed lost, we will issue a full refund or send a replacement.

7.5 Order Cancellation

Before Shipment: You can cancel your order for a full refund if the cancellation request is received within 24 hours of order placement and before the order has shipped. After Shipment: If the order has already shipped, please follow the return process once received. The 15% restocking fee applies to change-of-mind cancellations after shipment.

8. Refunds

8.1 Refund Conditions

Refunds are issued after we receive and inspect the returned item. We will notify you via email regarding the approval or rejection of your refund. Items must meet the return eligibility criteria in Section 4.

8.2 Refund Processing

Once we receive and inspect the returned item, we will notify you of approval or rejection within 7 business days. It may take additional time to appear in your account, depending on your bank or card issuer.

8.3 Partial Refunds

Partial refunds may be granted for items not in original condition, damaged, or missing parts for reasons not due to our error, or for items returned more than 30 days after delivery.

9. Exchanges

We replace items that are defective, damaged, or incorrect. To request an exchange, contact us at support@centrasupply.com.

10. Non-Returnable Items

• Items that have been used, assembled, or installed (except defective, damaged, or incorrect items)
• Items returned without prior authorization (no RMA number)
• Items returned more than 30 days after delivery

11. Warranty

As an authorized dealer, Centra Supply sells products that are covered by the applicable manufacturer's warranty. Warranty eligibility and terms are set by the manufacturer and vary by brand. If your product qualifies, contact us and we will help connect you with the appropriate manufacturer support channel.

12. Timelines

• Return Window: Returns must be requested within 30 days of receiving the product.
• Damaged Package Reporting: Within 5 business days of delivery.
• Refund Processing Time: Up to 7 business days

13. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

14. Questions and Support

Centra Supply
Phone: +1 (630) 634-7281
Email: support@centrasupply.com
Address: 339 E Parkview Ave, Elmhurst, IL 60126, United States
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM CST
Legal Business Name: AMG Digital Retail LLC

By making a purchase on our Website, you agree to this Return and Refund Policy.