Moen Return Policy

Moen Defective Return Policy

Moen products have been manufactured under the highest standards of quality and workmanship, and feature a limited lifetime warranty to the original home owner.

If a product defect is identified prior to or immediately following installation, Moen can issue a RTV credit in exchange for the defective product.

Should your customer require a part to repair a faucet, the part should not be taken from a new faucet box. Refer the customer to the Moen Consumer Service Number 1-800-BUY-MOEN (1-800-289-6636). Parts are sent out within 24 hours and customers will receive parts within 3 to 7 days. Other arrangements can be made if a part is needed sooner. Credit for faucets that have been altered for replacement parts may not be given.

If the product cannot be serviced, a credit may be requested by filling out the defective return goods authorization form and emailing it to documents.return@moen.com. A return number will be issued along with instructions for returning the defective product to Moen.

Product will be inspected prior to credit issuance. Credit may be denied under any one of the following conditions:

  • Product is not defective
  • Product is not manufactured by Moen (i.e., Competitive product)
  • Package is missing components
  • Internal components of the faucet are missing
  • Product is a display
  • Package is damaged due to customer handling
Process for Moen Wholesale Defective Returns
  1. Complete the Moen Defective Return Goods Authorization Form, save the completed document to your computer, and email the completed form to documents.return@moen.com.
  2. Moen will issue a return authorization number.
  3. Ship the defective product using the instructions to the address provided on the returns authorization form.
    1. Ensure the Returns Authorization No. is clearly visible on the outside of every carton being returned.
    2. Only the items shown on Returns Authorization form are authorized to be returned. All Merchandise received without proper authorization will not receive credit and will be considered property of Moen Incorporated.
    3. Returns Authorization will typically be received within two business days of customer request.
  4. Moen will inspect all returned product for Model No., quantity, and verification of defect.
  5. Moen will not issue credit for and will not return the following:
    1. non-Moen product
    2. product not authorized for return
    3. new-in-box product
  6. If no-apparent-defect is found, you may be contacted to clarify the reason for the return.
  7. Do not initiate a debit memo or make any deductions. Wait for a credit memo to be issued. Full credit may not be allowed on incomplete models.
  8. If the product is not received by Moen within thirty days of the return authorization, the authorization expires.
  9. Credit is typically processed within ten business days of product receipt.
  10. For questions on Moen’s Defective Return Policy or Process, please contact your Moen Sales Representative.
Download Form

To download the Defective Return Goods Authorization Form, click below:

Download Defective Return Form

For questions about the Moen Defective Return Policy, contact Moen directly at 1-877-MoenPro (1-877-663-6776).


Non-Defective Return Policy (Customer Accommodation)

Customer Accommodation is a program for customers enrolled in the Customer Incentive Program (CIP) which allows customers to return saleable product to Moen for Credit. To return product through this program the customer must be enrolled in the current Moen Fiscal Year CIP.

  • Standard allowable non-defective returns up to 0.6% of previous year net purchases in a calendar year
  • Product must be listed as an active SKU in the current price book excluding any annual year-end deletions
  • Restocking fee applies
  • Customer pays freight back to designated Moen facility
  • Price on original purchase order
  • New in box condition
  • Bulk pack product must be in full case quantity
  • Offsetting equal re-stocking order
Moen Wholesale Non-Defective (Customer Accommodation) Return Process
  1. Complete the Non-Defective Return Goods Authorization Request form, save the completed document to your computer, and email the completed form to documents.return@moen.com.
    Note: Returns will not be processed without product model number, quantity, and purchase order number.
  2. Submit the completed form to documents.return@moen.com.
    Note: Returns submitted without prior authorization will be rejected upon receipt.
  3. Upon receipt of Returns Authorization from Moen ship product using the instruction found on the authorization form.
    1. Ensure the Returns Authorization No. is clearly visible on the outside of every carton being returned.
    2. Shipping coordination and payment is the responsibility of the customer
  4. Upon receipt, Moen will inspect product for condition, model number, and quantity. Moen will not issue credit for non-Moen product or product not authorized for return; credit will not be issued and product will be considered property of Moen Incorporated.
  5. Do not initiate a debit memo or make any deductions. Wait for a credit memo to be issued. Full Credit will not be allowed on incomplete models. Return Authorization expires 30 days from RA date. Credit typically received within ten business days of product receipt.
  6. If the product is not received by Moen within thirty days of the return authorization, the authorization expires.
  7. For questions on Moen’s Non-Defective Return Policy or Process, please contact your Moen Sales Representative.
Download Form

To download the Non-Defective Return Goods Authorization Form, click below:

Download Non-Defective Return Form

For questions about the Moen Non-Defective Return Policy, contact Moen directly at 1-877-MoenPro (1-877-663-6776).


Moen Order Discrepancy (Discrepancy due to a Moen Error)

Moen Order Discrepancy is a program for customers that have had any of the errors below (see bullets) created or caused by Moen on your Purchase Order.

  • Wrong Part/Sku or finish ordered/shipped by Moen
  • Incorrect Qty Ordered/Shipped by Moen
  • Billed/Shipped to incorrect account
  • Drop Ship address missed on PO
  • Expedited shipping /Air Freight request missed at order entry
  • Job quoted pricing missed/not applied on PO
  • Order duplicated
Moen Order Discrepancy (Discrepancy due to a Moen Error) Process
  1. Complete the Moen Order Discrepancy Request form, save the completed document to your computer, and fax completed form to 800-848-6636. Note: Request will not be processed without product model number, quantity, and purchase order number.
  2. Upon receipt, Moen will process the request. If further information is needed, Moen will contact the contact person on the form. Moen will not issue credit for non-Moen product or product not authorized for return.
  3. Do not initiate a debit memo or make any deductions. Wait for a credit memo to be issued. Credit/Debit typically issued within 3 business days from receipt of request.
  4. For questions on Moen's Non-Defective Return Policy or Process, please contact your Moen Customer Service Team.
Download Form

To download the Moen Order Discrepancy Form, click below:

Download Moen Order Discrepancy Form

For questions about the Moen Order Discrepancy Policy, contact Moen directly at 1-800-531-1600.


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