Return & Refund Policy

Effective Date: May 31, 2026

Thank you for shopping at SHL LA SUPPLY. We are committed to providing you with high-quality industrial printing solutions. To ensure a positive experience, please read the following terms and conditions regarding returns and refunds.

Important: Return Authorization is strictly required for all returns. Please contact our support team at 562-203-5165 to initiate the process. Upon approval, a Return Merchandise Authorization (RMA) Number will be assigned.

1. Reporting & Return Window

Immediate Inspection: Please inspect your order immediately upon arrival.
5-Day Reporting Window: Any product defects, shortages, or discrepancies must be reported to SHL LA Supply within 5 days of receipt.
Finality of Sale: We cannot be held responsible for claims received more than five days after delivery, and no returns will be accepted after 30 days.

2. Conditions for Return

To be eligible for a return, your item must meet the following criteria:

Original Condition: The item must be in its original, factory-new condition, unused, and free from damage caused by improper operation.
Original Packaging: The item must be returned with all original packaging, shipping pallets, protective inserts, manuals, accessories, and promotional gifts. For precision machinery (e.g., heat presses, printers), the original protective packaging is essential to ensure safe return transit.
Consumables: Consumables (e.g., ink, film) must be in their original, sealed, and unopened condition.

3. Restocking Fee

For large machinery and professional equipment, a 15% restocking fee will be applied to the order total. This fee covers the costs of inspection, cleaning, re-packaging, and factory-standard performance verification. The restocking fee will be deducted from your total refund amount.

4. Return Process

Request Approval: Email Info@shl-supply.com or call 562-203-5165 with your order number, item name, and reason for return.
Authorization: Our support team will review your request within 2 business days. Once approved, we will issue an RMA number and detailed shipping instructions.
Packing & Shipping: Ensure the device is securely packed in its original shipping container. We strongly recommend using a carrier with tracking and purchasing shipping insurance.
Shipping Costs: Unless the product arrived defective or due to a shipping error on our part, return shipping costs are the responsibility of the customer.

5. Shipping & Labeling Requirements

RMA Visibility: Your assigned RMA number must be clearly marked on the outside of all return packaging.
Freight Responsibility: All returns must be sent freight prepaid. SHL LA Supply will refuse any shipments that are not clearly marked with an RMA number or are sent freight collect.

6. Freight Damage Claims

Freight carriers are responsible for any damage occurring in transit.

Visible Damage: If you notice damage upon arrival, ensure the driver notes it on the carrier’s delivery record before signing.
Concealed Damage: In the event of discovering concealed damage after unpacking, contact the freight carrier immediately to file a claim.

7. Non-Returnable Items

The following items are not eligible for return:

Opened software, digital products, or consumables (e.g., unsealed print heads, ink cartridges).
Customized orders tailored to specific client specifications.
Items beyond the 30-day return window.

8. Refund Process

Processing Time: Once we receive the returned item and complete our quality inspection, we will initiate the refund. Refunds are typically processed within 5-10 business days and credited back to your original payment method.
Damages/Missing Parts: If an item is returned with signs of human damage or missing components, we reserve the right to deduct the value of such damage or refuse a full refund.

Contact Us

If you have any questions or need technical assistance to avoid an unnecessary return, please reach out:

Support Email: Info@shl-supply.com
Phone: 562-203-5165
Return Address: 12155 Mora Drive, Santa Fe Springs, CA 90670
Business Hours: Monday - Friday, 9:00 AM – 5:00 PM

Refund policy