Can I refuse delivery or return an unopened shipment?Updated 2 months ago

Quick Answer

Yes, you can refuse delivery when the carrier attempts delivery - simply tell the driver "I refuse this package" and they'll return it to CENTR automatically at no shipping cost to you. For packages already delivered but unopened, contact us at [email protected] for a prepaid return label. Full refunds are processed once we receive the returned item, typically within 5-10 business days.

Refusing Delivery at Your Door

This is the easiest way to return an unopened package if you've changed your mind.

How to refuse delivery:

1. Be present when carrier attempts delivery
2. Tell delivery driver clearly: "I refuse this package" or "I don't want this shipment"
3. Driver marks package as "Refused by recipient"
4. Driver takes package back
5. Carrier returns package to CENTR automatically
6. No return shipping label needed
7. No shipping charges to you

When you can refuse:

• At time of delivery when driver hands you package
• Before you sign for delivery (if signature required)
• While package is still with driver at your door
• For any reason - you don't need to explain why

What happens after refusal:

• Tracking updates to "Refused by Recipient" or "Returned to Sender"
• Carrier ships package back to CENTR
• Takes same transit time as original delivery (3-10 days typically)
• We process your refund once package arrives back at our warehouse

If Package Already Delivered

If the carrier already delivered and left your package, you can still return it.

For unopened packages:

1. Contact us at [email protected] immediately
2. Provide your order number (#XXXX-C)
3. Explain package is unopened and you want to return
4. We'll email you a prepaid return shipping label
5. Print label and affix to box
6. Drop off at carrier location or schedule pickup

Important: Keep package unopened and in original condition

• Don't remove equipment from box
• Don't open inner packaging
• Avoid additional damage to shipping box
• Original condition = faster processing and full refund

Return Shipping Costs

Refusing at delivery (before taking possession):

• Cost to you: $0
• Carrier returns at no charge
• We absorb return shipping cost

Returning after delivery (already in your possession):

Return shipping policy varies based on reason:

• Changed your mind: We provide prepaid label - check if return shipping is deducted from refund or covered (contact support for policy)
• Wrong item sent: We provide prepaid label at no cost to you
• Damaged in shipping: We provide prepaid label at no cost (also see warranty policy)
• Defective equipment: See warranty claim process, not standard return

Contact support at [email protected] for return label - we'll clarify any shipping costs.

Return Process Step-by-Step

Step 1: Contact CENTR Support

• Email [email protected]
• Subject line: "Return Request - Order #XXXX-C"
• Provide order number, reason for return
• Confirm package is unopened

Step 2: Receive Return Authorization

• We'll confirm your return is approved
• Send prepaid return shipping label via email
• Provide return instructions
• Provide return address

Step 3: Package Item for Return

• Keep equipment in original box with original packaging
• Print return label
• Affix label over original shipping label (or place in clear pouch)
• Seal box securely with packing tape

Step 4: Ship Return

• Drop off at carrier: Take to UPS Store, FedEx Office, carrier facility
• Schedule pickup: Some carriers offer free pickup - check carrier website
• Get receipt: Always get tracking receipt as proof of shipment

Step 5: Track Return

• Use tracking number on your return receipt
• Monitor return progress to CENTR
• Typical return transit: 3-7 business days

Step 6: Refund Processing

• We process refund once package received at our warehouse
• Warehouse inspects for condition (unopened/undamaged)
• Refund issued to original payment method
• You receive refund confirmation email

Refund Timeline

From refusal/return initiation to refund in your account:

1. Return transit: 3-7 business days (package traveling back to us)
2. Warehouse receiving: 1-2 business days (inspection and processing)
3. Refund processing: 5-10 business days to original payment method
4. Bank processing: 3-5 business days (your bank posts refund to account)

Total timeline: Approximately 2-3 weeks from return initiation to refund appearing in your account

What's refunded:

• Full product price
• Original shipping charges (policy varies - confirm with support)
• Any taxes paid

Refund method: Original payment method only (same credit card, PayPal account, etc. used for purchase)

Freight Shipments (Large Equipment)

Refusing or returning large equipment has special considerations:

Refusing freight delivery:

• Refuse at scheduled delivery appointment
• Tell freight driver you refuse the shipment
• Freight carrier returns to CENTR
• No return shipping charges to you for refusal

Returning after freight delivery:

• Significantly more complicated than standard returns
• Large equipment is heavy and requires freight pickup
• Contact us immediately - we'll arrange freight pickup
• Freight return shipping may be expensive (policy varies by situation)
• Strongly recommend refusing at delivery rather than accepting and returning

Best practice for large equipment: If you're unsure about your purchase, refuse at delivery appointment. Much easier than returning after acceptance.

When Return May Not Be Accepted

Returns may be declined if:

• Package opened: Equipment removed from box, packaging disturbed
• Equipment used: Signs of use, wear, assembly, installation
• Damaged by customer: Damage caused after delivery
• Missing parts: Incomplete return (missing accessories, manuals, parts)
• Outside return window: Check return policy timeframe (contact support for details)

For these situations: May need to follow different process or warranty claim. Contact support to discuss options.

Alternatives to Returning

Before returning, consider:

• Gift to someone: Friend or family member who wants equipment
• Sell: Resell unopened equipment (local listing, online marketplace)
• Exchange: Ask if we can exchange for different item instead of refund (contact support)
• Keep and use: Give equipment a chance - you bought it for a reason!

Cancellation vs. Return

These are different processes:

Cancellation (before shipment):

• Order hasn't shipped yet
• Contact support to request cancellation
• If not yet shipped, we can cancel and refund
• No return process needed
• Full refund in 5-7 business days

Return (after shipment):

• Order already shipped (you have tracking)
• Cannot cancel - must return via refusal or return label
• Follow return process above
• Refund after we receive returned item

If you're unsure whether order has shipped, contact us with your order number - we'll check and advise best option.

Common Return Questions

Q: Can I refuse partial shipment if I ordered multiple items?

A: If items ship separately (multiple tracking numbers), you can refuse individual packages. However, you may prefer to refuse all shipments or none - partial returns can complicate refund processing.

Q: What if I miss the delivery and can't refuse in person?

A: If package requires signature, carrier will reattempt delivery - refuse at next attempt. If left without signature, follow "package already delivered" return process above.

Q: Do I need the original box to return?

A: Yes, equipment should be returned in original shipping box when possible. This protects item during return transit and speeds processing.

Q: Can I get immediate refund if I refuse delivery?

A: No, we must receive the returned package and inspect it before processing refund. This ensures package truly was returned and arrived undamaged.

Q: What if return tracking shows delivered back to CENTR but I haven't gotten refund?

A: Allow 5-10 business days after delivery to our warehouse for inspection and refund processing. If it's been longer, contact support with your order number and return tracking number.

Still Need Help?

For return questions or to initiate a return:

Email [email protected] with:

• Order number (#XXXX-C)
• Reason for return
• Whether package has been delivered yet
• Whether package is unopened
• Tracking number (if you have it)

We'll provide return instructions, prepaid label (if needed), and expected refund timeline.